.png){kind=small}
Can’t find what you need or looking for extra help? Contact us to connect with a dedicated WashUp and car wash expert.
Contact UsIncident statuses explained
Under Review and In Progress are open. Resolved and Denied are closed, both green, and only Admins can move a claim into either of them.
Every claim carries exactly one status, and it decides which list the claim sits in. Two statuses are open and two are closed, and the line between them is the one that matters.
| Status | Color | What it means | What to do next |
|---|---|---|---|
| Under Review | Red | Where every new claim starts. Nobody has accepted or rejected it yet | Pull the footage, talk to the customer, then move it on |
| In Progress | Yellow | You have taken the claim on and someone is working it | Assign an owner, set a progress step, keep notes on the record |
| Resolved | Green | The claim was accepted and handled | Nothing. It moves to history and stays searchable |
| Denied | Green | You reviewed the claim and are not paying it | Nothing. The reason is recorded with it |
Open and closed
Under Review and In Progress are the open list. Resolved and Denied are Resolved/Denied History, grouped by the date they were closed.
Who can change a status
Admins and Super Admins pick Under Review or In Progress from Status on the claim's Details tab, and it saves as soon as they choose. Team Members see the status but no control.
Resolved and Denied are not in that dropdown. They go through the Resolved / Denied button, which checks the documentation your company requires before it closes anything.
What locks when a claim closes
Closing a claim freezes it. The status, the priority, the progress step and the assignee can no longer be changed. Notes can still be added, so the record can keep growing.
Reopen a closed claim
Admins and Super Admins only.
A customer comes back a week later with a second estimate. To work the claim again, open it, select Actions, then Reopen Incident.
The claim moves to In Progress, everything that locked when it closed can be changed again, and the timeline records who reopened it. It closes again the same way it did the first time, through Resolved / Denied.
What each status change sends
- Under Review goes out when the claim is created, to everyone at the location subscribed to incident notifications.
- In Progress sends its own notification when the status changes, including when a closed claim is reopened.
- Resolved and Denied share one notification, listed under Settings > Notifications as Resolved/Denied.
Each one is an email and a push notification, and each row can be switched off per location.
- Denied is green, the same as Resolved. The color says the claim is closed, not that you paid it.
- Resolved and Denied share a single notification row, so you cannot keep one and switch the other off.
- A claim's progress steps belong to its status, so changing the status clears the step and starts it on the new set.