What a claim is and what recording one writes

A claim is what an account said about its own book: cancel, move the ship window, change the quantity, change the price, or put the line on hold. It lands pending beside the line it names, and nothing on the book changes until a person decides it. Claims also arrive by themselves: Tightly reads email in a connected mailbox from a sender whose domain is on the account's mail domains, and records what it finds; mail from a domain no account holds, or one two accounts share, is skipped. On Tightly Pro a buyer with a portal seat can also type one on the portal's Claims page.

When Ask Tightly records a claim, the claim cites the email it was read from; a claim with no email behind it is refused. Recording the same claim from the same email again adds nothing, and the answer says it was already on file.

What deciding a claim writes

Accepting a pending claim writes a new version of the line it names, through the book's own writer, the same way any correction of a booking lands. Dismissing it changes no line and keeps the claim on file with the account's own words. A claim that names no line on the book can only be dismissed, because there is no line to version. A claim is decided once. Neither half sends anything to the account.

Who may record or decide a claim

A seat that can write (read and write or above), on Tightly Connect, which is Essentials+ and Pro. A read-only seat can read what a claim says and is not offered either act.

Ask Tightly may propose either. It states what it will do in one sentence and ends its turn, and acts only after you say yes on a later turn; your yes covers exactly that claim and that decision, once.

Where you decide a claim by hand

On the account's Book, under the table, Written in lists what the buyer claimed and held, headed "Accepting writes a new version of the line", with Accept and Dismiss on each. Accept reads "Accepted. The line carries a new version." and Dismiss reads "Dismissed. It stays on file with what they wrote." The same claims wait in Waits on you on Accounts, where a claim naming no line reads Can only be dismissed, and on the claim's card in the Inbox. No page records a claim by hand.

What Ask Tightly says before it records or decides

The sentence is composed by Tightly from the account and the claim, not written by Ask:

Record {account}'s request to {change} as a pending claim; no line changes until someone decides it.

Accept {account}'s request to {change} into the order book as a new version of its line; nothing is sent to the account.

Dismiss {account}'s request to {change}; its words stay on the record and no line changes.

The change reads cancel, move the ship window, change the quantity, change the price, or put the line on hold.

How to undo a claim decision

There is no undo from a conversation, and a decided claim is never decided again. The way back from an accepted claim is the next version of the line, recorded like any correction of a booking. A dismissed claim stays on file exactly as written.

Refusals you may read on a claim

Accepting a claim that names no line:

this claim names no line on the book, so there is nothing to amend; record the lines it refers to first, or dismiss it and act on the conversation

Deciding a claim already decided is refused, and the refusal says whether it was accepted or dismissed: a decision is made once, and accepting a claim again would version the line twice for one amendment.

Recording a claim with no email behind it is refused: a claim is recorded from the email it arrived in, because a claim with no correspondence behind it is an assertion nobody can check.