If your organisation publishes found items in a public portal, customers can claim an item there. A claimed item appears as "Customer Claimed" in Inquiries and as a pink row with 100 % in Matching.

How to handle a claim

1. Open the inquiry in Matching.
2. Check the pink 100 % row – and also look at the other suggestions. The customer may have claimed a similar but wrong item.
3. Accept: confirm the match as usual with the green puzzle icon and contact the customer.
4. Reject: remove the suggestion with "X". Send the customer a rejection message yourself, unless an automatic rejection mail has been activated for your organisation.