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Below is a quick guide on how the Claim Queue at OrderProtection.com works, including what each status means and how claims typically progress. This helps you stay organized and know exactly what actions are needed to move claims forward.

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How the Queue Is Organized

When you open the Claims page, you’ll see tabs at the top for each claim status. These statuses reflect where a claim currently sits in the resolution process: You can also view the All tab to see every claim, regardless of status. Queue organized by status

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Moving Through the Claim Stages

Claims typically start in To Do when first created. Depending on what’s needed to move forward, claims can shift to On Hold or Pending until the required information is received.
  • If approved, the claim moves to Approved, triggering a reshipment or refund.
  • If the issue isn’t covered by our protection policies, it becomes Denied.
  • If no further action can be taken (e.g., no response from the customer), it is marked Closed.
Claim stages workflow
You can reference this workflow directly in your dashboard by going to the Claims page and clicking the link “How the claims queue works” in the top right.
If you have a question about a specific claim, please reach out to your Customer Success Manager or in your shared Slack channel.

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Exporting Claim Data

If you’d like to download a list of claims for your own records or analysis:
1

Navigate to Claims

Navigate to the Claims page.
2

Select a status filter

Select the specific status (or All) you’d like to export.
3

Export to CSV

Click the Export button in the top-right corner to generate a CSV file of the visible claims.