This is a list of Claim Status terms and their definitions.
Issue Status
The status of the issue/claim for the customer. This status is customer-facing and related to approving the claim they’ve submitted.
| Status | Definition |
|---|---|
| Approved | The claim was approved either by Swap or the Merchant. The customer will be notified that the claim was approved. |
| Denied | The claim was denied by Swap based on Swap Protect's terms and conditions. |
| In progress | The claim is being reviewed, and a decision will be made within 24 hours. |
| Canceled | The claim was cancelled on behalf of the merchant. This will not be reviewed further. |
Reimbursement Status
The status of the reimbursement decision for the merchant. This status is merchant-facing, and this result dictates whether reimbursement will be paid out from Swap to the merchant.
| Status | Definition |
|---|---|
| Approved | The claim was approved according to the Swap Protect policy. Reimbursement will be issued to the merchant. |
| Denied | The merchant will not be reimbursed based on the Swap Protect policy. |
| In review | The claim is being reviewed for reimbursement, and a decision will be made within 24 hours. |
| Canceled | The claim was canceled on behalf of the merchant. This will not be reviewed further. |