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Can’t find what you need or looking for extra help? Contact us to connect with a dedicated WashUp and car wash expert.
Contact UsLog an incident
Record a damage claim while the customer is still on the lot. Customer name, email, phone, the vehicle and the date and time are always required.
A customer says the wrap set scuffed their door. Log it while the car and the plate are in front of you.
What you'll need
- Available on the Bundle plan, or on a Custom plan that includes Incidents.
- Anyone at the location can log a claim. You do not need to be an Admin.
- The customer's name, email and phone, the vehicle's year, make and model, and when it happened. Those are always required.
Log the claim
To log an incident:
- Select Incidents in the side menu, then New Incident.
- Under Customer Details, fill in Customer Name, Email and Phone.
- Under Vehicle Details, scan or type the VIN and let it fill in Year, Make and Model.
- Under Incident Details, set Incident Date and Incident Time, then pick the Vehicle Damage Area and Damage Type.
- Add anything else your form asks for, and attach photos under Incident Notes & Attachments.
- Select Create Incident.
The claim saves as Under Review with its own reference, like INC-01148, and everyone at the location subscribed to incident notifications gets an email and a push notification.
What the form can ask for
Your company decides which of these appear, and which are required. A red asterisk marks a required field.
| Section | What it covers |
|---|---|
| Customer Details | Name, email, phone, whether they are a member, and how they prefer to be contacted |
| Vehicle Details | VIN, year, make, model, color, plate, state, and any aftermarket accessories |
| Incident Details | Date, time, damage area, damage type, the bay involved, severity, and witnesses |
| Linked Incidents | Other claims from the same event |
Damage Severity is Minor, Moderate or Major. Wash Bay/Area Involved lists the bays you have set up in My Wash, so the claim points at a real piece of your site.
Link another claim from the same event
Two cars damaged in the same hour belong together. Under Linked Incidents, select Link Incident, search by name, date or status, pick the claims and select Link Incident again. Each one then points back at the other.
- Customer Name, Email, Phone, Year, Make, Model, Incident Date and Incident Time can never be made optional or hidden. Everything else is your company's call.
- The reference on the form is the number the claim will most likely get. If two people save a claim at the same moment, the saved reference can differ by one.
- Logging a claim notifies your team, not the customer. The customer only hears from you if they ask for a confirmation while signing the disclosure.
Common questions
What if a field I need isn't on the form?
Ask an Admin to switch it on in the Incident Form Editor. The fields are a fixed set, so you pick from what WashUp offers rather than inventing one.
Can I change the claim after I've logged it?
Yes. Open it and choose Edit Incident under Actions. Required fields stay required.
Do I have to fill in the resolution fields now?
No. Resolution Details is not part of logging a claim. It appears on the claim afterwards and can be filled in any time before it closes.