Open Claims in the menu (Admin, Dispatcher, Customer Service and Accounts). Customers raise claims in the portal; you raise one with Raise claim on the job (or Create claim on a short delivery). Each has a type (Damage, Shortage, Loss or Other), a description, the amount claimed before tax, photos or videos and a number like CL-00001.
On the claim, add photos and notes. Tick Internal for notes the customer must not see. Press Start review, then Approve (enter the approved amount before tax) or Reject (enter the reason, which the customer sees), and Mark settled once the credit is used or refunded. The customer is emailed at every status change.
Approving needs the permission to manage invoices (Admin, Accounts) because it makes a credit note: on the job's sent or paid invoice when it has enough left to credit, otherwise a standalone credit note with a refund due. The Dashboard shows how many claims are open.