Processing Customer Claims

When self-service claims are enabled, customers can submit claims for points or punches. Staff members review and process these claims from the dashboard.

Viewing Pending Claims

Pending claims appear in two places:

Each claim displays:

• Customer name and email
• Claim type (points or punch card)
• Submitted date and time
• Invoice number and date (if required)
• Photo evidence thumbnail (if required)
• Custom field responses (if configured)

Reviewing a Claim

Click on a claim to see full details:

1. Photo Evidence: Click the thumbnail to view the full-resolution image. Verify the receipt or invoice matches the claim.
2. Invoice Details: Cross-reference the invoice number and date against your records.
3. Custom Fields: Review any additional information submitted (e.g., product purchased, service type).
4. Transaction Amount: For points claims, verify the stated purchase amount.

💡 Tip: On mobile, swipe between claims for faster review. The photo viewer supports pinch-to-zoom.

Duplicate Detection

Cockato automatically flags potential duplicate claims using these signals:

When a duplicate is detected, an orange warning icon appears on the claim. Click it to see the matching claim details. Review duplicates carefully — some may be legitimate (e.g., multiple visits in one day).

Approving Claims

1. Review the claim details and evidence thoroughly.
2. Click Approve to award the points or punch.
3. The customer's balance updates immediately.
4. If the customer has a wallet pass, it syncs via push notification.
5. An email notification is sent to the customer confirming approval.

💡 Tip: Batch processing is not currently supported. Each claim must be reviewed individually to maintain quality control.

Rejecting Claims

1. Review the claim.
2. Click Reject.
3. Add a rejection reason (recommended but optional).
4. The customer receives an email notification with the reason.

Common rejection reasons:

• Invoice not legible or doesn't match
• Duplicate submission
• Amount doesn't meet minimum threshold
• Claim submitted outside validity window

Approval Modes

The approval mode is configured in Rewards Settings → Self-Service:

⚠️ Important: Auto-approve should only be used if you trust all claims or have other fraud prevention measures in place.

Claim History

Processed claims (both approved and rejected) are archived in the claims history section. Use this for:

• Audit trails and dispute resolution
• Identifying patterns in rejected claims
• Staff performance tracking
• Customer behavior analysis

Best Practices

• Process claims promptly — aim for same-day processing to maintain customer trust
• Be consistent with approval criteria across all staff members
• Document rejection reasons to help customers correct future submissions
• Monitor duplicate rates — high rates may indicate a process issue or fraud attempt