# Manage damage

> Follow every damage found on your cars, from report to repair, then charge it to the customer or waive it.

**Who can use this:** Agency owner, Agency manager, Finance manager, Fleet manager  
**In the app:** More › Damage  
**URL:** https://docs.drivego.thesuperplatform.com/en/guides/agency/damage  
**Updated on:** 2026-10-25

A damage is a report attached to a car, and often to a booking and an inspection. It is created by an employee in the field or by the agency, then always follows the same path to its repair and, if needed, its charge to the customer. Every step is kept with the photos and videos.

## Steps

1. Open **More**, then **Damage**. Filter by status to find the work waiting.
2. Open a Reported report. Check the photos, the zone on the diagram, the type and the description.
3. Move it to **Under review** to show the agency is handling it. Fill in the estimated cost and the repairer.
4. Approve the repair (**Repair approved**). Only the owner and the finance manager can, after an identity check.
5. Once the car is repaired, move the report to **Repaired** and enter the actual cost.
6. Decide: **Charge customer** with the charged amount, or **Waive**. Charging needs an identity check and a booking linked to the report.

## The damage list

*Screenshot: Agency damage list, filtered by status (screen no. 80).*

**Damage screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Status | No | Reported, Under review, Repair approved, Repaired, Charged to customer, Waived | Reported | Filters the list. |
| Car | No | A car in the fleet | Dacia Logan, 12345-A-6 | Filters on one car. |
| Damage row | Not applicable | Car, plate, zone, type, severity, status, date | Front bumper, Scratch, Low | Tapping the row opens the details. |

**After you act:** active filters show as chips you can remove.

## Damage details

*Screenshot: Damage details with photos, diagram and actions (screen no. 81).*

**Damage details screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Type | Yes | Scratch, Dent, Crack, Broken, Missing, Stain, Mechanical | Scratch | The kind of damage. |
| Zone | Yes | Front bumper, Rear bumper, Left side, Right side, Roof, Windscreen, Windows, Wheels and tyres, Interior, Underbody | Front bumper | Marked on the car diagram; an equivalent list works with the keyboard. |
| Severity | Yes | Low, Medium, High, Major | Medium | The colour of the marker on the diagram. |
| Description | Yes | Free text | 10 cm scratch below the left headlight | What was found. |
| Photos and videos | No, strongly advised | Pictures and videos taken on site | 3 photos | Proof of the damage. |
| Links | Not applicable | Car, booking, inspection, pickup | BK-240520-7821 | The context of the damage. |
| Estimated cost | No | Amount in the agency currency | MAD 1200.00 | Your estimate before repair. |
| Repairer | No | A garage from your list | Garage Atlas Auto | Who repairs it. |
| Actual cost | Yes to move to Repaired with a cost | Amount | MAD 1050.00 | What the repair cost. |
| Charged amount | Yes to charge | Amount above zero | MAD 1050.00 | What the customer will pay. The customer only sees it once charged. |
| Status and actions | Not applicable | Buttons by status: Under review, Repair approved, Repaired, Charge customer, Waive | Under review | Moves the report on. |

**After you save:** every status change is kept. When it moves to **Charged to customer**, the amount is added to the booking's invoice, or a separate damage invoice is created if the invoice is already finalised.

## Who moves the report on

| Status | Who can move the report there |
|---|---|
| Reported | Any agency member, including an employee, when creating the report |
| Under review | Owner, agency manager, fleet manager, finance manager |
| Repair approved | Owner, finance manager |
| Repaired | Owner, agency manager, fleet manager, finance manager |
| Charged to customer | Owner, finance manager, with a charged amount and a booking |
| Waived | Owner, finance manager, from Under review, Repair approved or Repaired |

An employee can only create a report. A change that does not follow this table is refused and the screen reminds you of the current status.

> **What the customer sees**
>
> The customer sees the damage reported on their rental, but not the amount until the report is Charged to customer.

## What happens next

- **On creation**, the agency gets "Damage reported" and the customer concerned gets "Damage reported on your rental". See the [notification catalogue](https://docs.drivego.thesuperplatform.com/en/reference/notifications).
- **When it moves to Repaired with an actual cost**, the repair expense is recorded once in the agency's accounts. It feeds the damage costs in [finance](https://docs.drivego.thesuperplatform.com/en/guides/agency/finance).
- **When it moves to Charged to customer**, the amount is added to the customer's invoice and they are told.
- **Waived** closes the report without an invoice.

## Troubleshooting

| Situation | Cause | What to do |
|---|---|---|
| Charging is refused | The charged amount is empty or zero, or no booking is linked. | Enter an amount above zero. A damage without a booking cannot be charged to a customer. |
| "Your account cannot perform this action." | Your role does not allow this change, for example an agency manager approving a repair. | Ask the owner or the finance manager. |
| The status change is refused | The order is not followed, for example Reported straight to Repaired. | Follow the order: Under review, Repair approved, Repaired. |
| The identity check comes back | It stays valid 5 minutes for sensitive actions. | Confirm with Face ID, fingerprint or your password. |

## Related pages

- [Inspection review](https://docs.drivego.thesuperplatform.com/en/guides/agency/inspections-review)
- [Damage capture](https://docs.drivego.thesuperplatform.com/en/guides/employee/damage)
- [Follow the agency's finance](https://docs.drivego.thesuperplatform.com/en/guides/agency/finance)
- [Statuses](https://docs.drivego.thesuperplatform.com/en/reference/statuses)