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Damage disputes are a fact of car-wash life. FlexWash lets your attendant log a claim in seconds, on-site, before the customer drives off. The VIN photo, damage photos, and a short ambient audio recording are all captured and attached automatically, so you have a clear, time-stamped record of exactly what was reported and when. Every claim is tied to its original order and the customer’s history, then routed to a back-office report where managers review the evidence and resolve it.

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Submitting a Damage Claim

Damage claims start from an order on the pay tablet.
  1. Search for and open the order in question. This is the same order detail view you use for receipts and refunds.
  2. In the order’s action buttons, tap Submit Damage Claim (the red button).
Order details with the Submit Damage Claim button highlighted
Each order can have only one damage claim. Once a claim is submitted, the button changes to Damage Claim Submitted and is disabled for that order.

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The claim form

Fill in the form and attach the required photos: The Submit Claim button stays disabled until a VIN photo and at least one damage photo are attached and the required text fields are valid. The damage claim form with photos attached In addition to the photos, FlexWash captures a short audio recording of the interaction and attaches it to the claim automatically. The attendant does not need to do anything extra; it provides helpful context when the claim is reviewed later.

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Reviewing Damage Claims

Submitted claims appear in the Damage Claims report in the main app. Choose a date range, confirm the car wash selection in the top navbar, then click Run. The report has two tabs:
  • Pending lists open claims that still need a decision.
  • Closed lists claims that have been resolved (approved or denied).
Each row shows the claim date, contact name and phone, a description preview, the employee, the car wash, and a status badge, along with a View action. The Damage Claims report with Pending and Closed tabs

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Claim detail

Click View to open the full claim. The detail page has two tabs:
  • Details: the claim information (contact, description, employee, car wash, the claim and original order dates, and the resolution once one is set) plus customer info such as name, total washes, active membership status, and lifetime value.
  • Evidence: the VIN image, the audio recording with its transcript, and all damage images.
Claim detail showing the Details and Evidence tabs

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Resolving a Claim

To resolve a pending claim, an admin opens it and chooses Approve or Deny. A resolution note is required to confirm the decision. Resolving a claim moves it from Pending to Closed with the chosen status and records your note for future reference.
Resolving a claim in FlexWash only updates its tracking status. FlexWash does not handle payouts, reimbursements, or accounting for damage claims. Those must be recorded and managed in your own financial or insurance process. The report is a record-keeping and evidence tool, not a settlement system.
The result is a clear, evidence-backed record of every damage report, from the moment it is logged at the lane to the day it is resolved.