Respond to resolutions through Portal or Mobile

  • Release version: Australia
  • Updated July 9, 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, you review it from the portal or mobile app. Accept/Reject actions only appear when case is in "Resolution Proposed" state. You have three options: Accept the resolution (closes case immediately), Reject with mandatory reason (reopens case to HQ), or Self-Close (closes without HQ resolution).

    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/Reject actions only appear in 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

    If Accepted: Case status changes to "Closed". Case is resolved and archived.

    If Rejected: Case reopens to HQ queue with state = "New". HQ receives notification with your rejection reason and will propose alternative resolution.

    If Self-Closed: Case status changes to "Closed" without HQ involvement. No notification 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.