Damage Recovery

This page covers the full damage recovery process — from detection at vehicle return through assessment, liability determination, customer charging, dispute resolution, and workshop repair.

Damage Recovery Flow

flowchart TD
  A[Damage Detected at Return] --> B[Create Damage Record]
  B --> C[Damage Assessment]
  C --> D{Liability Decision}
  D -->|Customer liable| E[Customer Charge]
  D -->|Insurance claim| F[Insurance Process]
  D -->|Normal wear| G[Company absorbs]
  D -->|Disputed by customer| H[Dispute Resolution]
  E --> I[Invoice Customer]
  H -->|Upheld| E
  H -->|Overturned| G
  I --> J[Payment Collection]
  J --> K[Workshop Repair]
  F --> L[Claim Settlement]
  L --> K
  G --> K
  K --> M[Quality Check]
  M --> N[Return to Available Fleet]

Business Tip: The most common damage dispute is "this was already there." Thorough checkout inspections with timestamped photos are your strongest defense.

Phase 1 — Detection

What happens: Damage is identified during the return check-in inspection.

Who does it: Front Desk Agent, Fleet Inspector

Screen: Contracts > Check-in Inspection, Damage > New Record

Permission: inspection:create, damage:create

Detection Sources

Damage Record Required Fields

Status Change: Damage: Detected → Pending Assessment

Phase 2 — Assessment

What happens: A detailed damage assessment determines the scope and estimated cost of repair.

Who does it: Fleet Inspector, Workshop Manager

Screen: Damage > Assessment

Permission: damage:assess

Assessment Checklist

Damage Categories

Severity Definitions

Status Change: Damage: Pending Assessment → Assessed

Business Tip: Get two repair quotes for any damage over AED 3,000. This protects against inflated workshop charges and provides documentation for insurance claims.

Phase 3 — Liability Decision

What happens: The system and the damage team determine who is financially responsible for the damage.

Who does it: Damage Manager, Fleet Manager

Screen: Damage > Liability Decision

Permission: damage:assign_liability

Liability Decision Matrix

flowchart TD
  A[Damage Assessed] --> B{Pre-existing?}
  B -->|Yes| C[Company Absorbs]
  B -->|No| D{Normal Wear?}
  D -->|Yes| C
  D -->|No| E{Insurance Applies?}
  E -->|Yes| F[Insurance Claim]
  E -->|No| G{Customer Negligent?}
  G -->|Yes| H[Customer Liable]
  G -->|No| I[Company Absorbs]
  H --> J[Charge Customer]
  F --> K[File Claim]

Customer Liability Tiers

Status Change: Damage: Assessed → Liability Decided

Phase 4 — Customer Charging

What happens: If the customer is liable, a charge is created and added to the contract invoice.

Who does it: Billing Agent, Damage Manager

Screen: Damage > Create Charge, Billing > Invoice

Permission: damage:approve_charge, billing:create_invoice

Charge Components

Charge Calculation Example

Status Change: Damage: Liability Decided → Charge Created

Business Tip: Always explain the charge breakdown to the customer before processing. Transparent pricing reduces dispute rates.

Phase 5 — Dispute Resolution

What happens: If the customer disputes the damage charge, a formal dispute resolution process is initiated.

Who does it: Damage Manager, Customer Service Manager

Screen: Damage > Dispute Resolution

Permission: damage:resolve_dispute

Dispute Process

Dispute Outcomes

Status Change: Damage: Charge Created → Disputed → Resolved - Upheld or Resolved - Overturned

Business Tip: Maintain a dispute resolution log. Patterns in overturned charges indicate problems with specific inspectors or inspection processes.

Phase 6 — Workshop Repair

What happens: The damaged vehicle is sent to the workshop for repair.

Who does it: Workshop Manager, Mechanic

Screen: Workshop > Repair Jobs

Permission: maintenance:create, vehicle:update_status

Workshop Flow

flowchart TD
  A[Repair Job Created] --> B[Vehicle Dropped Off]
  B --> C[Detailed Workshop Assessment]
  C --> D[Parts Ordered]
  D --> E[Repair In Progress]
  E --> F[Quality Check]
  F --> G{Passed?}
  G -->|Yes| H[Vehicle Released]
  G -->|No| I[Additional Repair]
  I --> E
  H --> J[Return to Fleet]

Repair Tracking

Status Change: Vehicle: Damaged → In Workshop → Inspection & Prep → Available

Phase 7 — Recovery & Closure

What happens: Payment is collected, the vehicle is repaired and returned to the fleet, and the damage record is closed.

Who does it: Billing Agent, Fleet Manager

Screen: Damage > Close Record

Permission: damage:update

Closure Checklist

• Customer charge paid or payment plan agreed
• Insurance claim filed (if applicable)
• Vehicle repaired and quality checked
• Vehicle returned to available fleet
• Damage record updated with final costs
• Financial summary updated

Status Change: Damage: Charge Created or Resolved → Closed

Damage Recovery Metrics