# Manager/Admin Guide: Reviewing and Approving or Denying New Warranty Claims Submitted by Residents in the Resident’s Portal
On the **Manager/Admin side**, once a Resident/User submits a New Warranty Claim, it will appear in the **Warranties** section with the status **‘Pending Gate Keeper.’** The **Gate Keeper** is a key part of the warranty process, as actions to approve or deny the Warranty Request are carried out under the Gate Keeper section within Resources.
**Attached is the video recorded earlier, demonstrating the Resident/User submitting a Warranty Claim.**
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**Approved Warranty Claim -** This is the video taken after the Resident/User submitted the Warranty Claim, which can be viewed on the Manager/Admin side. It demonstrates how the request is reviewed and approved using the **Gate Keeper**.
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**Follow these steps to access and manage Warranty Claims using the Gate Keeper for Approval. [Manager.Admin Guide.Reviewing and Approving.Denying New Warranty Claims Submitted by Residents in the Resident’s Portal.pdf](https://support.ceonesource.com/attachments/86)**
1. Click **"Warranties"**
2. Click **"Go to Gatekeeper"**
3. Go to Action/Status and select the status or action you want: **"Approve" or "‘Deny"**
4. Here, select the action you want to take for the Warranty Claim submitted by the Resident/User
5. For example, if you select the action "Approved"**,** once it has been approved, you can check the recently approved Warranty Claim from the Resident/User in the **"Approved" tab.**
6. To check under the Approved tab, you can view the newly approved Warranty Claim.
**Denied Warranty Claim** - This is the video taken after the Resident/User submitted the Warranty Claim, which can be viewed on the Manager/Admin side. It demonstrates how the request is reviewed and denied through the **Gate Keeper**.
**Follow these steps to access and manage Warranty Claims using the Gate Keeper for Denying.[Denied.Rejected Warranty Claim.pdf](https://support.ceonesource.com/attachments/101)**
1. Click **"Warranties"**
2. Click **"Go to Gatekeeper"**
3. Click **"Approve" or "‘Deny"**
4. Click **"Comment/Reason"** and enter the comment/reason for denying the Warranty Claim submitted by the User/Resident
5. Click **"Reject"**
6. Click **"Rejected"** tab
7. This is where the **Rejected/Denied** Warrant Claim request will be reflected
**✅ Tips for: Manager/Admin Guide: Reviewing and Approving or Denying New Warranty Claims Submitted by Residents in the Resident’s Portal:**
- **Verify Claim Details Thoroughly**
- Always review the resident’s submitted information, including unit details, contact information, and request description, to ensure accuracy before taking action.
- **Check Warranty Coverage**
- Confirm that the issue falls within the product or unit’s warranty terms.
- Validate dates, documentation, and any required proof of purchase or installation.
- **Use Gate Keeper Actions Properly**
- The Gate Keeper plays a key role in determining whether a claim should move forward.
- Ensure you select the correct action—**Approve** or **Deny**—based on your evaluation.
- **Provide Clear Reasons When Denying a Claim**
- If a claim must be denied, include a brief but clear explanation to avoid misunderstandings and reduce follow-up questions from residents.
- **Use Notes for Internal Communication**
- Add notes or internal comments if additional clarification is needed by the service team or if the claim requires special handling.
- **Track Status Updates Regularly**
- Once approved, monitor the claim as it moves through the process (In Progress → Completed → Closed) to ensure timely resolution.