Overview
A Damage Claim is created any time a customer reports that something happened to their vehicle while they were at the wash. This guide walks through the full process from start to finish on the Washstacks mobile app, including capturing customer information, vehicle details, a description of the damage, location of the damage on the vehicle, and supporting photographs.
Before you begin, take a moment to gather your phone or tablet to enter the Damage Claim.
Step 1 — Open the Claims Section
From the home screen of the Washstacks app, tap the Claims icon in the bottom navigation bar.
Step 2 — Start a New Damage Claim
On the Claims screen you will see two options: Damage Claim and Collision. For a customer reporting damage to their vehicle from the car wash, tap Damage Claim.
Step 3 — Confirm Location and Date / Time of Damage
The New Claim screen asks for two things:
Location – the car wash location where the damage occurred. This usually defaults to the location you are clocked in at.
Date / Time of Damage – tap the date and time fields to set when the damage occurred. A calendar will pop up for the date, and a scrollable list will appear for the time.
Once both fields are correct, tap Next.
Step 4 — Add or Update the Customer
On the Add / Update Customer screen, start by entering the customer's phone number, then fill out the remaining fields:
First Name — Customer's first name.
Last Name — Customer's last name.
Member / Non-Member — Choose whether the customer is on a membership plan. Use the dropdown.
Email Address — Customer's email address. This is important — see the note below
When all fields are complete, tap Next.
⚠️ Important: If your location has the email confirmation setting turned on, the customer will receive an automatic email as soon as the claim is submitted, letting them know their claim has been received. Make sure the email address is entered correctly.
Step 5 — Add or Update the Vehicle
On the Add / Update Vehicle screen, enter the 17-character VIN if available, then tap Lookup. The app will auto-populate the Vehicle Make, Model, and Year. Confirm or fill in the remaining fields:
Vehicle Make / Model / Year — Auto-fills from the VIN. Use the dropdowns if you need to change anything.
Vehicle Color — Select the color from the dropdown.
License Plate — Enter the plate number exactly as it appears on the vehicle.
State — Select the issuing state from the dropdown.
When everything looks correct, tap Next. A green message under the VIN field confirms when all 17 characters have been entered.
Step 6 — Enter the Claim Details
The Claim Details screen captures what happened. There are two fields:
Damage Type — Tap the dropdown and select the option that best matches the damage (for example, Dents / Scratches).
Claim Details (What happened?) — A free-form text box where you describe the damage and the circumstances.
💡 Why this matters: Nothing you enter into this report will be visible to the customer — this is internal communication only. Be thorough. Detailed descriptions help the claims team and management determine whether the car wash is or is not at fault, so include everything you observed and everything the customer said.
A good description usually covers:
What the customer is reporting (in their own words, as much as possible).
Where on the vehicle the damage is located.
Whether the damage looks fresh or pre-existing (e.g., rust around a scratch, oxidation, paint fade).
Any context about the wash itself — equipment behavior, what bay or tunnel position, any unusual events that shift.
Anything the customer said about when they first noticed the damage.
When the description is complete, tap Next.
Step 7 — Identify the Damaged Locations on the Vehicle
The Identify Damaged Locations screen shows a diagram of a vehicle from multiple angles (driver side, passenger side, front, rear, and top). Draw directly on the area of the diagram where the damage is located. You can place multiple marks if there is damage in more than one spot.
If you make a mistake or want to start over, tap Clear Damage Locations and place the marks again. When the diagram accurately reflects the damage, tap Next.
Step 8 — Upload Photos and Attachments
The Upload Images screen is where you attach photographs and other supporting files to the claim. Up to 10 files are allowed. Accepted file types are .png, .jpeg, .gif, .jpg, and .heic. Each file may be up to 10 MB.
Tap Click to upload files to begin. You will be given the option to either:
Take a new photo right now — the app will launch the camera so you can capture the damage on the spot.
Upload a picture you have already taken — choose images from your phone's photo gallery or files app.
💡 Pro tip: Your organization may want you to take specific pictures with every damage claim. Some common examples include: an up-close picture of the damage that clearly shows the scratch, dent, or other issue; a far-away picture of the damage that shows the area in context with the rest of the vehicle; a picture of any part that came loose, broke off, or was otherwise affected; a picture of the license plate; a picture of the VIN (on the dashboard or door jamb); and any other photo or document your organization specifically requests for damage claims. Check with your manager so you know exactly which pictures your location requires.
Once you have uploaded everything you need, tap Submit.
Step 9 — Confirm the Claim Was Submitted
After tapping Submit, you'll see a Claim Submitted confirmation screen. From here you can tap ADD ANOTHER to start another claim, or use the bottom navigation to return Home.
⚠️ Customer email: If your location has the email confirmation setting enabled, the customer will receive an immediate email letting them know their claim has been received. The email is automatic and happens as soon as you tap Submit.
After the Claim Has Been Submitted
A damage claim doesn't have to be "complete" the moment you tap Submit. You can return to the claim from the web portal at any time and add:
Additional notes — anything new you learn, anything you forgot, follow-up conversations with the customer or the manager.
More pictures — photos taken later, photos from the surveillance system, or photos the customer sends in.
Files — receipts, repair estimates, insurance documents, or other supporting paperwork.
This means the initial mobile submission is just a starting point. If you remember something important after you've already submitted, don't worry — log into the Washstacks web portal and add it to the existing claim.
💡 Reminder: Everything you add — on the mobile app or on the web — is internal only. The customer never sees your notes, pictures, or files. Be candid and thorough.
Quick Checklist
Before tapping Submit on a damage claim, make sure you have:
Confirmed the correct location and date/time of the damage.
Filled in the customer's phone, name, member status, and email.
Entered the full VIN (or vehicle make, model, year, color, plate, and state).
Selected the correct damage type.
Written a thorough, factual description of the damage and what the customer reported.
Marked the damaged area(s) on the vehicle diagram.
Taken or uploaded every photo your organization requires (up close, far away, plate, VIN, parts, etc.).