Basic Overview of the Claim and Support Tickets

Basic Overview of the Claim and Support Tickets

Basic Overview of the Claim Details Page

The Claim Details Page provides a complete view of a customer's warranty claim and all the information required to review and process it.

From this page, the support team can review the customer, product, warranty, claim, and service-related information in one place. It also helps the team track the progress of a claim and take the appropriate action based on the configured workflow.

What You Can View on the Claim Details Page

The Claim Details Page generally provides access to the following information:

  • Claim Information – View the claim number, claim status, creation date, and other claim-related details.

  • Customer Information – Review the customer's name and contact details associated with the claim.

  • Product Information – Check the product, SKU, serial number, and other product details.

  • Warranty Information – Review the warranty associated with the product and verify the warranty status.

  • Issue / Service Details – Understand the issue reported by the customer and review the details provided for the claim.

  • Attachments & Documents – View supporting images, invoices, or other documents submitted with the claim.

  • Claim Activity – Track updates and actions performed during the claim lifecycle.

  • Service / Repair Information – Where applicable, review service-related details and repair or work-order information.

  • Returns & Shipping Information – Where applicable, review return or shipping-related details associated with the claim.

Claim Management Workflow

A claim may involve multiple stages depending on the client's configuration. The support team can use the Claim Details Page to:

  1. Review the claim and customer information.

  2. Verify the product and warranty details.

  3. Understand the reported issue.

  4. Review any supporting documents or attachments.

  5. Check previous activities or updates.

  6. Take the appropriate action, such as processing the claim, initiating service/repair, or handling a return.

  7. Track the claim until the required action is completed.





Note: The fields, actions, statuses, and workflow available on the Claim Details Page may vary depending on the client's Dyrect configuration and the user's permissions.