Close a payment inquiry case

Close the case after you've created a claim case for the inquiry case or the customer has accepted your proposed solution.

Before you begin

If the inquiry case is set to be a valid claim, ensure that you've created a claim case for it.

If you've proposed any other solution for the case, ensure that the customer has accepted your proposed solution.

Role required: sn_bom_payment.inquiry_agent or or sn_bom_payment.inquiry_agent_connector

About this task

If there's a Customer or Consumer Service Portal for customers, they get a notification for the proposed solution on the portal from where they can choose to accept or reject the proposed solution for a case. If the customer accepts the solution proposed by the agent, the case state automatically changes to Closed.

For more information, see Accept or reject a case solution from the Consumer Service Portal.

Note:

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

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, click the case that you want to close.
5. If you've created a claim and then plan on closing the inquiry case, fill in the resolution fields.
   1. In the Resolution code field, select an appropriate resolution code.
   2. In the Resolution notes field, enter your comments for the proposed solution.
6. Click Close.

Result

A pre-configured email about the case closure is sent to the customer.