Investigate a payment inquiry case

Investigate the payment inquiry case so that you can get enough information about the case to resolve it.

Before you begin

Role required: sn_bom_payment.inquiry_agent or sn_bom_payment.inquiry_agent_connector

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. In the Lists tab, under Payment Inquiry Cases, open the case list:
   • For your assigned cases, click Assigned to me.
   • For all cases, click All.
4. In the list, select the case to work on.
   • To work on a case that is assigned to you by someone else, click Accept.
   • To work on a case that is not assigned to you yet, assign it to yourself by clicking Assign to me.
   The state of the case updates to Work in Progress.

   For information on Payment inquiry form field descriptions, see Field descriptions for a payment inquiry case.

5. Review the inquiry type in the Inquiry type field.
6. If the inquiry type is set to Beneficiary Claim Non-Receipt - Internal, select the recipient type in the Recipient type field and a recipient bank in the Recipient bank field.
   The Recipient bank field displays the list of banks that are based on the recipient type.
7. Optional: To request any information from the recipient bank, add your request comments in the Additional comments field and click Request info.
   The state of the case updates to Awaiting info.
   For a Beneficiary Claim Non-Receipt - Internal case with external recipient, an inquiry task is automatically generated and assigned to the inquiry agent working on the case.
8. Optional: For any ad hoc internal follow-up, create an inquiry task by navigating to the Inquiry Tasks tab of the case and clicking New.
9. If there's an inquiry task associated with the case, work on the inquiry task and move it to the Closed state.
10. After you've received the required information from the recipient bank, update the necessary fields on the case as per the received information and change the state of the case to Work in Progress.
11. If the investigation shows that it's a valid claim, select Valid claim and create a claim for the inquiry.
    Note:

    You can set a case as a valid claim only if it's an internal payment inquiry case.

    For more information, see Create a claim for a payment inquiry case.

Result

The customer gets the pre-configured email notifications about the progress of the case.

What to do next

If you've finished the investigation, propose a solution for the case to resolve it.

• Work on an inquiry task
  Work on a payment inquiry task to request additional information that is related to an inquiry case from the recipient bank.
• 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.