Lost and Found

Matched Claims

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When a customer files a claim on a specific item, it is a Matched Claims.

Sometimes, customers will file a claim on items at random by mistake, it is not always because they think that specific item is theirs. 

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. 

Go Back
  1. Matched claims are when a claim is filed on a specific item that the claimant believes is theirs. 
  2. To see matched claims, click ‘Matched’ at the top toolbar. 
  3. When looking at matched claims, you will see the claim and at the top you will see the item the claim is attached to. 
  4. By looking at the item and claim details, you should be able to determine whether or not the claim is a match for the item. 
  5. If it is a match, click ‘Accept’ at the top of the claim and follow the shipping/pickup flow. 
  6. If it 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.’
  7. 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. 
  8. If it is not a match, you can also hit ‘Reject’ without unmatching the claim. This will notify the claimant that the item the filed a claim for was not theirs and give them an option to search through the inventory again and file a matched or unmatched claim.