Work on a Store Case on the Retail Portal

Review, comment on, reassign, and close a Store Case using the Retail Portal.

Before you begin

Role required: sn_rtl_instore_ops.manager or sn_rtl_instore_ops.associate

About this task

Note:

You can view all Store Cases for your store. Only the assigned user or a Store Manager can close a case.

Procedure

1. From the Retail Portal, navigate to Cases & tasks, and select the Store Case you want to work on.
2. Review the case details on the record page.
3. In the Activity tab, view comments and work notes, or post a new comment with or without an attachment.
4. In the Attachments tab, view existing attachments or upload a new file.
5. Select the Tasks tab to view all Store Tasks linked to this case.

   Each task is listed as a card showing the task number, short description, assignee, priority, due date, and status. Use search and filter to narrow the list. Select a card to open that Store Task.

6. From the Overflow menu (three dots), select Edit case to reassign the case.

   Only the Assignment group and Assigned to fields are editable. All other fields are read-only.

7. Select Close, then enter the required resolution notes and an optional attachment.
   Note:

   • If any linked Store Tasks are still open, a warning shows the number of open tasks. You can select Cancel, View tasks, or Close anyway to proceed. This is a warning, not a block.
   • Once closed, the case shows a Closed badge. The Close button and Overflow menu are removed, but you can still view other tabs and add comments.
8. To reopen a closed case, select Reopen.

   Only a Store Manager can reopen a closed case. Reopening returns the case to Open and restores the Close button, Overflow menu, and Edit option.