> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orderprotection.com/llms.txt
> Use this file to discover all available pages before exploring further.
# How the Claim Queue Works
> Understand claim statuses, AI statuses, the On Hold escalation flow, Slack and email notifications, and how claims progress through resolution.
The **Claims** page is your workspace for reviewing and resolving shipping claims. Status tabs show where each claim is in the process, while assignments, filters, and AI statuses help you identify what needs attention next.
Claims are worked by AI first. Claim Automation and OrderProtection.com brand agents evaluate and resolve claims in **To Do**. When we need something only your team can answer, the claim moves to **On Hold** and we bring the question to you in Slack or by email. See [When We Need Your Team: On Hold](#when-we-need-your-team-on-hold).
## How the Queue Is Organized
The number beside each tab shows how many claims are currently in that status.
| Status | Description |
| - | - |
| **To Do** | Claims that require a response or resolution. A newly filed claim starts here, and a claim can return here when new information requires another decision. This queue is worked by AI triage and OrderProtection.com brand agents. The **AI Status** column shows where each claim is in that process. |
| **On Hold** | OrderProtection.com needs a clarification or action from your team before the claim can resolve. Claims we hand to your team show as **Waiting for Brand**, with how long they have been waiting. This is the main place your team works in the claim queue. |
| **Pending** | We are waiting to hear back from the customer, such as for photos, confirmation, or other requested details. |
| **Approved** | The claim was approved and a refund, reshipment, or other resolution was issued to the customer. |
| **Denied** | The customer's issue was not covered under OrderProtection.com policies, and the customer was notified. |
| **Closed** | No further action can be taken, such as when the customer stops responding or withdraws the request. |
| **All** | Every claim across all statuses. The **Status** column identifies each claim's current queue. |
## Prioritizing Your Work
The queue includes several tools for finding the claims that need your attention:
* **My Claims** shows only claims assigned to you. You can use it from any status tab, and the tab counts update to match your claims.
* The **Assignee** column on **To Do** shows who owns each claim. A dash means the claim is unassigned. Open a claim to assign or reassign it.
* **Filters** narrow the queue by details such as claim type, customer, protection status, AI status, or resolution. You can combine filters to create a more specific view.
* **Sort** on **To Do** lets you order claims by when they were created or last updated.
* **Age** on **To Do** shows how long ago the claim was filed, while **Date** shows its latest update.
Use **My Claims** with **AI Status is AI Escalation** to focus on your assigned claims that need human input.
The queue refreshes in the background when relevant claims are created, change status, are assigned, or are processed by Claim Automation. You can continue working without manually refreshing the page.
## Understanding AI Status
For stores using [Claim Automation](/education-basecamp/claims/claim-automation), the **AI Status** column appears on the **To Do**, **On Hold**, and **Pending** tabs. It shows what the AI has done and whether a person needs to step in.
| AI status | What it means |
| - | - |
| **QUEUED** | The claim is waiting for the AI to begin. |
| **PROCESSING** | The AI is reviewing the claim. |
| **READY · Approve**, **READY · Deny**, or **READY · Message** | The AI finished its review and prepared the listed next action. Hover over the badge to see the remaining auto-execution time, when applicable. |
| **ESCALATION** | The AI needs human input before the claim can continue. The badge appears in red so escalated claims are easier to spot. |
| **WAIT** | The AI intentionally chose to wait before taking another action. |
| **PAUSED** | A team member took over the claim or stopped automation. |
| **PAUSED · OVERDUE** | A paused claim still needs attention after its follow-up window. |
| **APPROVED**, **DENIED**, or **MESSAGED** | The AI completed the indicated action. |
| **FAILED** | The AI action did not complete successfully. Open the claim for details. |
| **REVIEWED** | The AI reviewed the claim, but there is no active suggestion waiting for action. |
| *Blank* | The AI has not touched the claim. |
Use the **AI Status** filter to find queued, processing, ready, escalated, or paused claims. Select **Needs Attention** to find paused claims whose follow-up is overdue. **AI Status is empty** finds claims the AI has not touched, while **is not empty** finds claims with AI activity.
## AI Status vs. Resolution
**AI Status** describes the AI's work or recommendation. **Resolution** shows the claim's actual recorded outcome, such as a refund, reshipment, or store credit.
These values can differ. For example, a claim can return to **To Do** after it was resolved if a new customer message reopens it. In that case, the existing resolution remains visible so your team can recognize the previous outcome before taking action. A dash in the **Resolution** column means there is no current resolution record.
To find unresolved claims, add the filter **Resolution is empty**. Use **Resolution is not empty** to find claims with a recorded resolution.
## Moving Through the Claim Stages
Claims typically start in **To Do**. Depending on what is needed, they can move to **On Hold** or **Pending** and return to **To Do** when new information arrives.
* If approved, the claim moves to **Approved** and its resolution is issued.
* If the issue is not covered by our protection policies, the claim moves to **Denied**.
* If no further action can be taken, the claim moves to **Closed**.
You can open the queue summary from the **Claims** page by selecting **How the claims queue works** in the top-right corner.
If you have a question about a specific claim, reach out to your Customer Success Manager or ask in your shared Slack channel. See [Asking Us About an Order in Slack](#asking-us-about-an-order-in-slack).
## When We Need Your Team: On Hold
Most claims are resolved without your team. When the AI or one of our brand agents needs something only you can answer, such as whether a replacement already shipped, which SKU to send, or whether you will approve an exception, we move the claim to **On Hold** as **Waiting for Brand**. The question is saved on the claim as an internal note.
You don't need to keep the queue open all day. Each time a claim is handed to your team, we send the question to you directly:
* **Slack (primary).** If your store's Slack integration is connected to a channel, we post a claim card there. The card shows the claim type, order, customer, insured amount, items, and our question. It includes **View Claim** and **Reply in thread** buttons. We only post when a claim actually needs your team, so the channel isn't flooded with every new claim.
* **Email (fallback).** If Slack isn't connected, the same question is sent to your store's **Claims Email**.
### Responding to an On Hold Claim
You can answer from wherever you received the question:
* **Reply in the Slack thread.** Each reply is saved on the claim as an internal note. When a verified member of your team replies, the claim comes off hold and returns to the AI to continue.
* **Reply to the email.** Your reply is posted onto the claim as an internal note, and you don't need to log in.
* **Open the claim.** Select **View Claim** in Slack, or **Take me to claim** in the email, to open the claim in your dashboard. You can also open it from the **On Hold** tab to add a note, or resolve it if you have the [Escalation Resolver](#who-can-resolve-on-hold-claims) permission.
The **View Claim** and **Take me to claim** buttons open the claim in your dashboard, so you'll need to be logged in. Replying in Slack or by email doesn't require a login.
### Who Can Resolve On Hold Claims
By default, brand users can add internal notes to an On Hold claim. To message customers and resolve On Hold claims directly, a user needs the **Escalation Resolver** permission. It is added on top of the user's base role, not instead of it.
Escalation Resolver is granted per person from the team member's profile under **Additional permissions**. Only OrderProtection.com can turn it on. Brand admins can see the setting but can't change it. To request it for someone on your team, contact your Customer Success Manager.
### Where Questions Are Sent
You can review your escalation routes in **Settings → Claims → Escalations / Team Visibility**:
| Route | Used when |
| - | - |
| **Slack integration** (primary route) | Your store's Slack integration is enabled with a channel selected. |
| **Claims email** (fallback) | Slack isn't connected, so every store still has an escalation route. |
On the **Contact** settings tab, you can also choose which claim emails your **Claims Email** receives:
* **Send email for only escalations.** Email arrives only when a claim is handed to your team. This is the default.
* **Send email for all claims.** Email arrives for every new claim, as well as escalations.
## Asking Us About an Order in Slack
The Slack channel also works in the other direction. If your team has a question about an order, post it in your shared Slack channel with OrderProtection.com and include the order number.
We look the order up within your store only and reply in a thread with the claim card. If the order has no claim, we reply with an order card instead. Everything posted in that thread is saved to the claim (or order) as an internal note, so the full conversation is kept on the claim, not just in Slack.
## Exporting Claim Data
To download claim data for your records or analysis:
Open the **Claims** page.
Select a status tab and add any filters you want to apply.
Select **Export** in the top-right corner to generate a CSV file.
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