Respond to resolutions through Portal or Mobile

  • Release version: Australia
  • Updated August 11, 2026
  • 1 minute to read

    • Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.

    Before you begin

    • Received notification that HQ has proposed resolution for your case
    • Case must be in "Resolution Proposed" state for Accept/Reject actions to appear
    • Role required: Store Manager, Store Associate, Regional Manager, or Area Manager

    About this task

    After HQ proposes a resolution, review it from the portal or mobile app. Accept/Reject actions only appear when the case is in "Resolution Proposed" state. Choose one of these mutually exclusive actions to proceed.

    Procedure

    1. Log in to Retail Operations portal or open Retail Operations mobile app
    2. Navigate to your requested cases
    3. Open the break-fix case with "Resolution Proposed" state
      Note:
      Accept and Reject actions only appear when the case is in the Resolution Proposed state.
    4. Review the proposed resolution details
      Note:
      Check troubleshooting steps, incident details, or work order information provided by HQ.
    5. Choose one of three actions:
      1. Action 1 - Accept Resolution: Click (portal) or tap (mobile) Accept to confirm the proposed resolution is satisfactory and close the case immediately.
      2. Action 2 - Reject Resolution: Click (portal) or tap (mobile) Reject, enter a reason in the Rejection reason field, then click/tap Submit.
        Note:
        Mandatory reason. Example: "Printer still not printing" or "Software issue still occurring."
        Case state changes to "New" and reopens to HQ queue with your reason documented.
      3. Action 3 - Self-Close: Click (portal) or tap (mobile) Close case if reported issue is no longer needed or resolved outside this workflow.
        Case closes without requiring HQ resolution.

    Result

    When you Accept: Case status changes to "Closed" and is resolved and archived.

    When you Reject: Case reopens to HQ queue with state "New". HQ receives notification with your rejection reason and will propose an alternative resolution.

    When you Self-Close: Case status changes to "Closed" without HQ involvement, and no notification is sent to HQ.

    What to do next

    If you Accepted or Self-Closed, case is resolved and archived. If you Rejected, HQ Support Agents will receive your reason and propose an alternative resolution, which you will review similarly. See Resolve Cases in Workspace (HQ Agents) to understand HQ's resolution process.