Lost and Found

Once in “Property & Claims Management,” navigate to “Claims” in the purple left-hand side bar, then “Unmatched Claims”. 

Claims are sorted by newest/most recently updated. 

At the top of the claim, to the right of the claim number, you will see a purple button “Search Items”. This will allow you to search the inventory to find the item.

You can search by keyword, category, post date, or item number.

• Example: if they lost their iPhone 11 – you can search ‘iPhone 11’ and see if one matching their description comes up.

Or, select the matching category and see all the items of that category in your inventory. 

If you see a possible match, you can see the item details & internal notes by clicking on them. To close them out, click again.

To see more items, click “Load More”.

If you find a match, hit the purple ‘Match’ button under the item. This will move the claim into the ‘Matched’ claims attached to the item. 

Claimants will not get an email when you match them to an item, so you can match them to an item you believe is theirs while you get more information to confirm. If you still need more information, send the customer a message for details.

If you’re sure it’s the right item based on the claim, hit accept and go through the return process.

If you do not see an item that matches, hit the “Close” button. Then hit the ‘Reject’ button at the top of the claim. 

This will reject the claim and message the customer that their item was not recovered. Usually, customers appreciate the response even if their item is not found.