Confirm a customer report

When a customer reports an accident or damage during their rental, the agency has to check what they declared. On the car, you go through each reported area, confirm, adjust or reject it, and add your own photos. Your decision creates the damages on the car's record and, for a confirmed accident, the follow-up case. Nothing is charged automatically.

Where to find the reports to confirm

• On your My tasks screen, the To confirm block lists the open reports. Tap See all for the full list.
• During a car's return inspection, a box shows "Customer report to confirm": the customer reported these areas during the rental, check them then.
• Reports on your own tasks and those handed to you come first, then accidents before simple damage.

Steps

1. Open To confirm from My tasks, or tap Check and confirm from the return inspection.
2. Read the customer's statement: date and time, place, what happened, and for an accident, injuries, police and other parties.
3. For each reported area, look at the car, then choose Confirm, Adjust or Reject.
4. If you adjust, choose the severity you observe. If you reject, explain why in the note.
5. Add your photos of the area, then your general photos of the car.
6. For an accident, leave I confirm the accident on if the accident is real, or switch it off.
7. Read the sentence "The report will become …", then tap Send my decision.

The To confirm list

To confirm block on the home screen

Field	Required	Values or format	Example	What it means
To confirm	No (read only)	One report per row	Some damage · INC-2026-00012	Your agency's open reports.
Areas	No (read only)	Number and names of the areas	"2 areas: Rear bumper, Left side"	What the customer marked on the diagram.
Urgent	No (read only)	Badge	Urgent	An accident or a report with injuries.
See all	No	Button	See all	Opens the full list.

After the action: tapping a row opens the Confirm the report screen.

To confirm screen

Field	Required	Values or format	Example	What it means
Report row	No	Type, reference, car, booking, areas, status	An accident · INC-2026-00014 · Dacia Logan · BK-240520-7821	Tap the row to check it.
Status	No (read only)	Awaiting confirmation or Under review	Awaiting confirmation	Under review: some areas have already been decided.
Empty list	No	Message	"Nothing to confirm"	Back to my tasks button.

After the action: the confirmation screen opens.

Check area by area

Confirm the 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: Youssef El Amrani (customer)	The statement of the customer or company driver.
Accident details	No (read only)	Injuries, car can be driven, assistance, police, other parties	Police: Yes · PV 1234/2026	Only for an accident.
Reported areas	No (read only)	Diagram and, per area, Reported by the customer: type, estimated severity, details, photos	Rear bumper: Scratch, Low	What the customer saw.
Customer photos and videos	No (read only)	Photos	Photo 1, Photo 2	The customer's general photos.
Decision for the area (Your check)	Yes, for each area	Confirm, Adjust or Reject	Adjust	Confirm: the damage is there as described. Adjust: it is there but the severity differs. Reject: you cannot find it.
Observed severity	Yes if you adjust	Low, Medium, High, Major	Medium	The severity you observe.
Note	Yes if you reject	Text, 1,000 characters at most	"No scratch visible on the rear bumper."	Explain each rejection in a few words; recommended when you adjust.
Your photos of the area	No	Photos	1 photo of the bumper	Your evidence for this area.
Your photos and conclusion	Yes, at least one photo if you confirm or adjust	Photos, 20 at most, and 2 videos at most	Overall view of the car	Not required if you reject every area.
I confirm the accident	For an accident	Switch, on by default	On	On: "An accident case will be opened (stage 1), with the customer's statement on stage 2."
General note	No	Text	"Impact confirmed, rear light cracked."	Your conclusion.
Send my decision	Yes	Button	Send my decision	Greyed out while an area has no decision, with the reason, for example "To send: Explain each rejection in a few words."

After you save: the Decision saved screen says: "The confirmed areas are now damages on the car's record and the customer has been notified. Nothing is charged automatically." Before sending, a sentence announces the final status, for example "The report will become "Partly confirmed"."

During the return inspection

Screenshot pendingThe customer reports box in the return inspection (Screen 113)This screenshot is captured automatically from the app as soon as the screen is live.

Return inspection box

Field	Required	Values or format	Example	What it means
Customer report to confirm	No (read only)	Number of open reports on this booking	"2 customer reports to confirm"	The customer reported these areas during the rental.
Areas	No (read only)	List of areas	Rear bumper, Left side	To look at during your inspection.
Check and confirm	No	Button	Check and confirm	Opens the confirmation; Back to the inspection then takes you back to your inspection.

After the action: you resume the return inspection where you left it.

Without network

You can decide without network. Your decision and your photos stay on the phone ("Draft saved on this phone") and the screen shows "Saved, sent when the network is back". They leave on their own as soon as the connection returns. See Working offline.

What happens next

• The customer is notified of the outcome and the status changes on their booking.
• Each confirmed or adjusted area becomes a damage on the car's record, with the customer's photos and yours. The manager then handles it like any damage.
• A confirmed accident opens a follow-up case at stage 1, with the customer's statement on stage 2.
• Nothing is charged at this point: any charge to the customer is decided later by the agency.

Troubleshooting