Lost and Found

Once in “Property & Claims Management,” navigate to “Claims” and click “Matched Claims”.

Matched claims are organized from most recent to oldest. 

In Matched Claims, you will see the matched item, customer contact information, initial response, conversation, attachments, and claim history. 

Initially, only the item number appears. If you need to see more, click “Expand”. When expanded, you will see all item details to help confirm a match. 

If the claim matches the item, click the purple “Accept” button up top. 

Accepting a claim will trigger an auto email notifying the customer their item was found. 

Accepting will also remove the item from your public page so no one else can file a claim for it. 

If your account is Premium Plus or higher, you can update this email to prompt the customer to decide if they want to ship their item or pick it up. Otherwise, you will need to reach out to figure out the next steps. 

If the claim was filed on an item that is not a match, but you have the item they are looking for – click ‘Change Item’ and search for the correct item and click ‘Match.’

Verify it is correct and click ‘Accept.’

If it is not a match and you aren’t sure if you have the item, you can click ‘Unmatch’ and it will go into the unmatched claims section. 

There, you can search through the items.

If you have the item, you can match it to the correct item and continue through the accepted flow.

If you do not have the item, click ‘Reject’ to archive the claim and notify the customer their item was not found.

If it is not a match, and you know you do not have the item in your inventory, hit ‘Reject’ without unmatching the claim.

This will notify the customer that their claim was not a match and their item was not found.