Overview
This guide walks you through the two related actions inside Washstacks Damage Claims: building a professional Claim Summary that you can share with the customer, and Closing the claim once a determination has been made. Together, these steps replace the awkward copy-and-paste of long emails with a clean, branded short link, while keeping every piece of documentation attached to the claim record for your future reference.
Part 1 — Find and Open the Damage Claim
Every claim you work on starts from the Damage Claims list. Filter by location, claim type, and status so you only see what is relevant to you.
Steps
From the left navigation, expand Claims and click Damage Claims.
Confirm the filters at the top of the list: Location, Claim Type, and status (leave on Open for unresolved claims).
Locate the claim and click on it.
Part 2 — Create the Claim Summary
The Claim Summary is the message the customer will see. It includes your written response, optional video evidence, and optional photos or screenshots — all wrapped behind a single professional short link.
2.1 — Open the Claim Summary form
On the View Open Claim page, click the three-dot (⋮) menu in the upper-right corner.
Select Claim Summary from the dropdown.
2.2 — Choose a Response Template (or write your own)
Washstacks can provide you with 40+ response templates covering the most common claim scenarios (if requested) — Accepting Responsibility, Aftermarket Part, Antenna – NOT COVERING IT, Chipped Paint – NO PROOF, Mirror Damage (Pre-existing), Estimate Approved, and many more. You can also save your own templates for future use under Claims › Templates.
Click the Response Templates link above the text box.
Choose a template from the dropdown — the body of the summary will populate automatically.
Edit the wording as needed (customer name, specific details, masked words). The template is a starting point, not a script.
2.3 — Attach a video link
In the Video Link field, paste a URL to footage that supports your decision. Washstacks accepts links from YouTube, Vimeo, or any site you can upload video to. Use video to show the vehicle entering and exiting the wash, or to demonstrate pre-existing damage that was visible before the wash cycle began.
If you don't have a video, simply leave this field blank — it is optional.
2.4 — Attach photos or screenshots
Use the Upload images / attachments area to add up to 10 images (.png, .jpeg, .gif, .jpg, .heic — max 10 MB each).
Screenshots from tunnel cameras pointing out pre-existing damage are powerful evidence.
Annotate the image (arrows, circles) before uploading whenever you can — it tells the story at a glance.
2.5 — Save and copy the short link
Click the blue Save button.
Washstacks generates a short link (for example,
https://lnks.ws/7b9oy) that appears under the Claim Summary section in the claim header.Copy that short link and paste it into your reply — either into an email, a text message, or into a Washstacks Conversation thread with the guest.
Part 3 — Close the Claim
Once the customer has been sent the summary and a determination has been made, close the claim so it moves out of the Open queue and into your historical record.
3.1 — Open the Close Claim dialog
Return to the View Open Claim page.
Click the three-dot (⋮) menu in the upper-right corner and choose Close Claim.
3.2 — Complete the close-out fields
Which wash options were involved if any? Select every wash option that ran on the vehicle (Wrap 1st, Triple Foam, Tire Shine, etc.). This drives reporting on which functions produce claims.
Which side(s) of the vehicle? Choose Driver Side, Passenger Side, Front, Rear, or Roof. You can pick more than one.
Claim approved? Choose Yes if your company is accepting responsibility, or No if you are denying the claim.
Final Notes (required). Briefly state the determination and the reason — this is for your internal record, not the customer.
3.3 — When you ARE accepting responsibility
If you mark Claim Approved as Yes, Washstacks will surface additional fields so you can capture the financial impact and supporting documentation:
Repair Cost and Rental Cost. Enter the dollar amount your company is paying. These roll up into your claims-cost reporting.
Claim Documents. Use the Upload File button on the View Closed Claim page to attach repair estimates, invoices, receipts, or any other paperwork. They stay attached to the claim for your records.
3.4 — Finish closing the claim
Click the blue Close Claim button at the bottom of the dialog.
The claim moves from View Open Claim to View Closed Claim. The header now shows the Determination (At fault / Not at fault), Repair Cost, and Rental Cost.
— End of guide —