Create a claim for a payment inquiry case

Create a claim for an internal payment inquiry case when its investigation indicates that it's a valid claim and the customer is entitled to a refund.

Before you begin

Role required: sn_bom_payment.inquiry_agent or sn_bom_payment.inquiry_agent_connector

About this task

Set the case as Valid claim and create a claim for the inquiry.

You can set a case as a valid claim and create a claim for it only if it's an internal payment inquiry case such as a Beneficiary Claim Non-Receipt - Internal and Payment made In Error.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. In the Lists tab, under Payment Inquiry Cases, click Assigned to me.
4. In the list, select the case that you want to open.
5. Set the inquiry case as a valid claim.
   1. Select the Valid claim check box.
   2. In the Payment processor field, select a payment processor.
   3. In the Transaction ID field, enter the transaction ID.
   4. In the Additional comments field, enter your comments.
   5. Click Update.
6. In the Additional comments field, enter your comments regarding the claim and click Create Claim.

Result

• A claim case for the payment inquiry case is created and assigned to an assignment group or a claim agent based on the configured assignment rules. The payment inquiry is now tracked via the claim case.

  You can view the case details by clicking the link in the case creation message. For more information on claims, see Managing payment claims and debit approvals.

• The customer gets a pre-configured email notification about the new claim case.
• If there's a Customer or Consumer Service Portal available for customers, the new claim case appears on the portal.
  For more information, see View a case from the Consumer Service Portal.

  Note:

  To use the Consumer Service Portal, activate the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).

What to do next

You can close the associated inquiry case as the request is now tracked via the claim case. For more information, see Close a payment inquiry case.