Follow customer reports

Your customers can report an accident or damage during their rental, from their booking. Each report arrives in Customer reports and you are alerted straight away, as urgent for an accident or when someone is injured. An employee, or you yourself, then checks the car area by area. The outcome feeds the car's damages or opens an accident case.

Who sees and who decides

In read-only mode, the details show: "Read only: confirming is reserved for the owner, the manager and the fleet team."

Steps

1. On the Dashboard, tap the "customer reports to confirm" tile.
2. In Customer reports, stay on the To confirm tab or search by reference, booking or car.
3. Open a report and read the customer's statement, their areas and their photos.
4. Confirm area by area yourself, or let the employee do it on the car, for example during the return inspection.
5. Once decided, follow the Open damage or Open accident case links for what comes next.

The dashboard tile

Customer reports tile

Field	Required	Values or format	Example	What it means
Number to confirm	No (read only)	Number	"2 customer reports to confirm"	The reports still open. The tile only appears when there are some.
Subtitle	No (read only)	Text	"Accidents and damage declared by your customers"	A reminder of what the list contains.
Urgent	No (read only)	Badge	1 urgent	Accidents and reports with injuries.

After the action: tapping the tile opens Customer reports.

The list of reports

Customer reports screen

Field	Required	Values or format	Example	What it means
Status (tabs)	No	To confirm, Confirmed, Rejected, with the count of each	To confirm (2)	To confirm groups the Awaiting confirmation and Under review statuses; Confirmed groups Confirmed and Partly confirmed.
Search	No	Text	BK-240520-7821	"Reference, booking or car". Clear the search empties the field.
Report row	No	Type, reference, car, booking, date, areas, status	An accident · INC-2026-00014 · Dacia Logan · BK-240520-7821	Open and urgent reports first, then the most recent.
Urgent	No (read only)	Badge	Urgent	An accident or injuries.
See more	No	Button	See more (12)	Shows the rest of the list.

After the action: tapping a row opens the details.

Report details

Customer report screen

Field	Required	Values or format	Example	What it means
Date and time, Reported by, Place, Reported on	No (read only)	Text, See on the map link	Reported by: Mehdi Tahiri (company driver)	Who reported, when and where.
Accident details	No (read only)	Injuries, car can be driven, assistance, police, police report, other parties	I need assistance: Yes	Only for an accident.
Reported areas	No (read only)	Diagram and, per area, Reported by the customer then Agency check	Rear bumper: Scratch, Low; check: Adjust, Medium	Both versions side by side.
Customer photos and videos	No (read only)	Photos and videos	Photo 1, Video 1	In addition to the area photos.
Decision per area, Your photos, I confirm the accident, General note, Send my decision	Depending on the decision	As on the employee's screen	Send my decision	Shown while the report is open and your role can confirm. See Confirm a customer report.
Outcome	No (read only)	Status, by the name of the person who decided	Partly confirmed by Karim Bouaid	Shown once the decision is made.
Open damage, Open accident case	No	Links	Open accident case ACC-2026-00128	Lead to the damage created for each kept area and to the accident case.
Agency photos	No (read only)	Photos	Rear bumper 1	The photos taken by the person who confirmed.

After you save: the status changes to Confirmed, Partly confirmed or Rejected, the customer is notified and the report leaves the To confirm tab.

What a report becomes

• Confirmed or adjusted area: it becomes a Reported damage on the car's record, with the customer's and the agency's photos. You then handle it like any damage: review, repair, then charge the customer or not. See Damage.
• Confirmed accident: an accident case opens at stage 1 of the nine-stage follow-up, with the customer's statement and photos on stage 2. See Accidents.
• Rejected area: it stays in the report with the note explaining the rejection; no damage is created.
• Nothing is charged automatically.

Troubleshooting