Sending a claim to your supplier
Drafting a claim, the status lifecycle, and when it counts as submitted.
Claims are how you recover money from your supplier - the cost of an in-warranty repair, or the value of a faulty unit you replaced, refunded, or found faulty in stock. The claim travels independently - the repair keeps moving regardless of where the claim is.
You don't create claims here - they start on a repair
From a repair, click Start claim. (A recorded return creates its draft claim automatically.) The new claim starts in Draft and picks up the repair's product, fault, and customer uploads as evidence. Edit anything you like while the claim is in draft.
The status lifecycle
The status slider on the claim page shows where things stand - from draft, through submitted and acknowledged, to a final outcome: credited, replaced, rejected, or written off.
Submitting locks the evidence
Submitting freezes the evidence so the supplier always sees what you originally sent. Submit & send email emails them a secure link at the same moment; if the email fails, nothing changes and the claim stays safely in draft. Already sent the claim another way - your own inbox, their portal, on paper? Use Submit without sending: the claim is marked submitted with a note that no email left RepairStep.
What the supplier sees
The email contains a magic-link to a single-claim page where they can review the evidence and acknowledge it. The link doesn't expire. If you need to invalidate it (e.g. you sent to the wrong person), regenerate the share - the old link stops working and a new one is minted. Regenerating doesn't change the claim's status.
Recording the outcome
Once the supplier responds, mark the claim as credited, replaced, rejected, or written off. Every step is logged in the timeline below.