Forms
What each Case and response state means
The review states, the Case states, and what a response or a saved draft is telling you.
Updated 22 October 2026
A Case carries two states at once — how far the review has got, and whether the Case is still open. A response and a saved draft each have a state of their own.
Review
Where the decision has got to. It's shown on every Case row and at the top of the Case.
- No review — this Form doesn't ask anyone to approve anything, so there's nothing to decide
- Pending review — waiting for someone to pick it up
- In review — someone has started on it
- Approved — the decision was yes, and any connected work can carry on. The Case stays open until you close it
- Rejected — the decision was no, and the Case is closed
Case
Whether there's still work to do.
- Open — the Case is live
- Resolved — the work finished, or a reviewer rejected it
- Withdrawn — it was pulled, by the customer or by you, or it was created in error
Response
What state the completed Form itself is in, on All responses.
- Confirmed — Qcom received and matched the answers. It does not mean the business approved them, a connected action succeeded, or payment settled
- Pending reconciliation — the Form came back and we're still matching it up with the customer and the Case it belongs to. Give it a moment
- Reconciliation failed — that matching didn't work out. It's counted under Needs reconciliation on the Overview
- Rejected — the response wasn't accepted
Where a Form has a connected action attached — something that happens because the customer submitted — the Case also shows how that action is getting on, from waiting through to done, and tells you when it stopped for good. Orders, appointments and payments keep their final state in their own workspace; the response state never replaces it.
Saved drafts
A customer can start a Form, leave it, and come back. Until they finish, their progress is a draft. Their part-written answers stay encrypted and are never shown on this screen — you see how far they got, not what they typed.
- Active — they're part-way through and can carry on
- Awaiting confirmation — they've reached the end and it's being finished off
- Completed — they submitted, and it's a response now
- Expired — they left it too long, and it can't be picked back up
- Abandoned — the attempt was given up on
The list shows resumable drafts from the last 30 days by default. Widen the state filter to All draft records to see the rest.
Related
- About Forms and Cases
- Review and decide a Case
- Why a Case didn't appear or move
- Decide what happens after someone submits
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