> ## Documentation Index
> Fetch the complete documentation index at: https://help.mory.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Damage handling

> How to process a damage report in five steps, from confirmation to invoice.

The **Schadensbearbeitung** (Damage handling) workflow is the most frequent case in mory. It suits repairs that a single contractor carries out without comparing quotes. For larger damage, use [Damage with multiple quotes](/en/workflows/damage-multi-offer).

## Trigger

A damage task is created automatically when a tenant reports a defect by email, phone (phone assistant), WhatsApp or the tenant portal. mory recognises the type, the property, the unit and, where possible, the affected **Ausstattung** (equipment). You can also create the case manually via **Neue Aufgabe** (New task).

## Process at a glance

1. Damage received
2. Assignment
3. Tenant communication
4. Contractor feedback
5. Invoice & closure

## The steps in detail

<Steps>
  <Step title="Damage received">
    mory automatically sends a confirmation email to the reporting person. If a photo or phone number is missing, the email asks for it. mory creates a cost estimate and links the equipment; if it is not yet recorded, mory creates it automatically. Check property, unit and equipment in the task context.
  </Step>

  <Step title="Assignment">
    The **Mory AI** suggestion card proposes contractors matching the equipment category; the preferred contractor is preselected. You can switch or create a new **Unternehmen** (company). Send the order email directly or edit it first. It contains accept and decline buttons; the contractor clicks the link in the email and needs no login. If the contractor does not respond, mory sends a reminder. A decline leads back to assignment.
  </Step>

  <Step title="Tenant communication">
    Once the order is accepted, mory drafts an email to the tenant with the appointment or a note that the contractor will get in touch. Review the draft and send it.
  </Step>

  <Step title="Contractor feedback">
    The contractor reports back whether the repair is done or was not possible. The reply appears as an activity in the task. If "not possible", you decide: reassign or request quotes.
  </Step>

  <Step title="Invoice & closure">
    When the invoice arrives, mory checks amount, sender and reference to the order. You make the liability decision: if the tenant is liable, forward the invoice; if not, it goes to internal processing. With the closure approval the task is closed and moves to the **Archiv** (archive).
  </Step>
</Steps>

## Tips & pitfalls

<Tip>
  If no contractor is stored for the category, mory makes no suggestion. Create the company with its category under **Unternehmen** so the suggestion appears automatically next time.
</Tip>

<Warning>
  Check recipient and amount before sending any suggested email. Suggested emails can only be recalled within a short time window.
</Warning>

* Reports from unknown contacts pass a security check. Assign the person manually if needed.
* If the estimated amount exceeds the property's **Kompetenzsumme** (approval limit), switch to the process with multiple quotes and owner approval.

## Related pages

* [Damage with multiple quotes](/en/workflows/damage-multi-offer)
* [Insurance case](/en/workflows/insurance-case)
* [Workflow overview](/en/workflows/overview)