---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Payment Operations workflow example

# Payment Operations workflow example {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The workflows available with Financial Services Payment Operations connect
people, departments, and institutions to quickly initiate, research, and resolve the payment
errors and missing payments.  
The following workflow example shows how the application facilitates payment inquiries, research, and claims resolution, as well as communications with other financial institutions for external payments.

|-|-|
| 1. Initiate a case :   A customer can report a payment error or missing payment by logging into their account or via email, phone, or chat to initiate a case. This case provides a digitized, single system of engagement for all contacts (mobile, web, and phone), tasks, and actions taken, from issue initiation to resolution. 2. Intake and assign :   Once the case is initiated, a workflow is triggered automatically or by an agent that validates the information about the transaction and the customer and routes the inquiry to the appropriate middle and back office payment teams. 3. Investigate :   An inquiry agent can review any customer details or payment details within the system of engagement, without needing to do any research across systems, and take action if the claim is eligible for reversal. A claim agent can manage all interactions with the payment recipient and/or external financial institutions. Tasks and status are tracked in the case and notifications are sent automatically to try to recover funds and take corrective action. 4. Resolve :   A communication to the customer lets them know that the issue is resolved, and prompts a satisfaction survey. 5. Provide audit trail :   All the data and timelines are captured in the case, eliminating the need to manually pull that information when needed for reports or audits to support compliance requirements. |   |
[Table 1. Infographic showing how Payment Operations facilitates payment inquiries, claims resolution, and more]

{#payment-ops-workflow-example__table_s5m_w22_tnb}For more information on each task in the workflow, see:

* [Managing payment inquiries](https://www.servicenow.com/docs/5nlSM_Zr9ezkdYTlvxOyjg "Using the payment inquiry capability of the Financial Services Payment Operations application, you can submit and manage payment inquiry requests that you receive from your customers and third-party banks for your financial institution. The application supports both personal and business claims and debits.")
* [Managing payment claims and debit approvals](https://www.servicenow.com/docs/TAaZeLpg2HhXvIJYkYkGVA "Using the payment claims capability of the Financial Services Payment Operations application, you can submit and manage payment claims and debit approvals for your financial institution. The application supports both personal and business claims and debits.")
{#payment-ops-workflow-example__ul_cmt_21k_tnb}