---
title: Recall claim submission use case
description: Use case scenarios demonstrate when and how to use the Dealer portal application to submit a recall claim. It provides practical examples of common recall management situations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/manufacturing/mco-recall-claim-submission-use-case.html
release: australia
topic_type: concept
last_updated: "2026-03-16"
reading_time_minutes: 1
keywords: [recall claim, dealer portal, OEM reimbursement]
breadcrumb: [Recall campaign, MCO core, Explore, Manufacturing Commercial Operations]
---

# Recall claim submission use case

Use case scenarios demonstrate when and how to use the Dealer portal application to submit a recall claim. It provides practical examples of common recall management situations.

## Scenario

James, a service advisor at an Alectri dealership, completes a recall repair on a 2023 Alectri Voltar VS and must submit a recall claim for OEM reimbursement. Dealers face several claim submission challenges:

-   Data entry errors: Manual entry creates delays and increases mistake rates.
-   Campaign discovery: Difficulty locating correct campaigns and corrective actions slows the submission process.
-   Incomplete submissions: Missing mandatory information leads to claim rejections.
-   Visibility gaps: Lack of real-time claim status visibility hinders proactive management.

## Solution

James uses the MCO Dealer Portal to submit the recall claim through four key steps:

1.  Select: Choose the vehicle from the dealership asset list and enter repair details.
2.  Configure: Select Recall as the repair type and pick the corrective action from the pre-populated list.
3.  Review: Check auto-populated details including problem description, required tools, parts, quantities, and labor codes.
4.  Submit and Track: Submit the complete claim and monitor status in real time via the activity stream.

The [Using the dealer portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/manufacturing/mco-use-dealer-portal.md) enables completeness and compliance before submission.

## Benefits

Compare the impact of using the MCO Dealer Portal for recall claims.

|Without MCO|With MCO Dealer Portal|
|-----------|----------------------|
|Manual campaign and action lookup|Auto-populated campaigns and corrective actions.|
|Error-prone data entry|Auto-populated parts, labor codes, and charges minimize mistakes.|
|Incomplete claim submissions|Alerts and validation ensure all mandatory actions are included.|
|No visibility into claim status|Real-time status tracking and activity stream enable proactive management.|
|High rejection rates|Validation checks catch missing information before submission.|

## Outcome

James submits a complete recall claim with all required corrective actions in minutes. The guided experience with auto-population and mandatory validation reduces processing time and minimizes rejection risk, enabling faster OEM reimbursement.