Build an aging view
Track request date, shipment date, receipt confirmation, inspection state, and last customer update. Aging should describe where work is waiting, not merely how old the request is.
Separate missing items
Mark absent photos, tracking, product details, or approval as distinct blockers. A single pending label makes it hard to know whether the customer or the internal queue needs action.
Close with a decision
Every aged case needs an owner, next action, and customer-update date. The support specialist can prepare evidence while eligibility and remedy decisions stay with the policy owner.