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existing flow was breaking down in three specific ways. Dealers arrived already frustrated — discovering a problem with a vehicle they'd already paid for — and the open text box gave that frustration nowhere to go but into the submission itself: cases written in all caps, or dealers skipping the form to call in upset. Because issues were described in free text, there was no direct link between what a dealer reported and what the condition report actually said — the arbitration team had to manually cross-check section by section before a case could even begin moving. And without a way to attach evidence upfront, cases turned into a slow back-and-forth of requesting photos and documents, one round-trip at a time. 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