Create a case for an external claim

As a claim agent, you can create a case for a refund request that comes from a third-party bank.

Before you begin

Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

About this task

For an external claim, the refund type is always internal, which means that the refund is made by the bank internally.

With this procedure, you can also create cases for internal claims.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. In the Lists tab, under Claims, click All and then click New.
4. In the New Claim dialog box, select External from the list.
5. Click Create.
6. On the form, fill in the required fields and any other information that is related to the claim that you've received from the sender bank.
   For information on the Claim form field descriptions, see Field descriptions for a claim case.
7. Click Save.

Result

A case is created for the claim in the New state. The case is then assigned to an assignment group or claim agent in the payment claim department. The assignment group or user to whom the case is assigned is based on the assignment rules.

What to do next

• As a claim agent, you can assign the case to yourself and start working on it. For more information, see Work on a claim with an internal refund.
• You can also assign the case to any other claim agent. For more information, see Assign a payment claim.