Reference: the Outcome list and the Fee paid list
Answers: what are the Outcome choices? what are the Fee paid choices? what does each one do? where do I set them?
Two lists on the customer's contact profile decide how a case ends. Outcome (folder OUTCOME) says how; Fee paid (folder CASE) says whether the money is in. A hired case closes when Outcome has a final value and Fee paid is not No; a case the customer never signed closes on any final Outcome.
Where to set them
Arrows mean: click this, then this. Contacts → the customer is short for these steps. In the left menu, click Contacts. Type the customer's last name or RO number (your case number) in the search box at the top of the list. Click their name. Then, on the left side of the contact profile, scroll down to the folder and click its name to open it. Click the box under the field, pick the choice, and click the blue Save button at the bottom of the left side.
- Outcome: Contacts → the customer → folder OUTCOME → Outcome → the choice → the blue Save button.
- Fee paid: Contacts → the customer → folder CASE → Fee paid → the choice → the blue Save button.
- Engaged against: Contacts → the customer → folder SHORT PAY & INSPECTION → Engaged against → the choice → the blue Save button.
- Umpire: Contacts → the customer → folder CARRIER & APPRAISER → Umpire → the choice → the blue Save button.
Outcome
| Value | Set by | Effect |
|---|---|---|
| Settled | pdrOS (summary sent; or award on short pay and inspection) | Waits for Fee paid, then closes as won; the customer gets the Google review text |
| Report only | pdrOS (Engaged against None) | Waits for Fee paid, then closes as won; the customer gets the Google review text |
| Withdrawn | you | Closes as lost (a hired case with Fee paid at No first waits at 6.1 Fee due until you set Fee paid) |
| Customer took the carrier's number | you | Closes as lost (same wait at 6.1 if the fee is unpaid on a hired case) |
| Went quiet | you | Closes as abandoned (same wait at 6.1 if the fee is unpaid on a hired case) |
| Court | you | Stays open at 6.2; no asks, waits for you |
| Counteroffer pending | you | Stays open at 6.2; the same asks |
| Carrier review report received | you | Stays open at 6.2; the same asks |
A closed case does not re-open by changing Outcome.
Fee paid
| Value | Set by | Effect |
|---|---|---|
| No | pdrOS at signup | A hired case cannot close. After any Outcome it waits at 6.1 Fee due with the task Fee not paid (see Invoices and payments) |
| Square | pdrOS when the Square invoice is paid; or you | Closes the case once there is an Outcome |
| Venmo | you | Same |
| Check | you | Same |
| Cash | you | Same |
| Waived | you | Same; nothing to collect |
How a closed case shows on the case board
The case board is in the left menu: click Repair Stages, then pick the pipeline APPRAISAL CASES at the top left. On the case board, a settled or report-only case shows as won. A withdrawn case, or one where the customer took the carrier's number, shows as lost. A case that went quiet shows as abandoned. The Google review text goes only to settled and report-only customers.
Engaged against (inspections only)
| Value | Effect |
|---|---|
| None | Outcome becomes Report only; closes once the fee is paid |
| Shop | You take it on and send your own letter to the shop; no chase |
| Carrier | You take it on; the demand goes to the insurer with your report and is chased like a diminished value |
Umpire
The list also shows No: leave it there until you call the umpire.
| Value | Effect |
|---|---|
| Called | Customer told; Umpire task; stage 4.3 |
| Decided | Nothing by itself; the award settles |
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