---
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


---

# Work on a claim with an internal refund

# Work on a claim with an internal refund {#ariaid-title1}

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

Work on a claim to determine if it's valid and where to get the refund from.

## Before you begin

Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

## About this task

An internal refund type in a claim indicates that the refund should come from the
bank internally, such as from a customer or the bank itself.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Click the lists icon (![lists icon]()).
3. In the Lists tab, under Claims, open the case list.
   * For your assigned cases, click Assigned to me.
   * For all cases, click All.
   {#work-claim-with-internal-refund__choices_xbp_ycm_gmb}
4. In the list, select the case to work on.
   * To work on a case that is assigned to you by someone else, click Accept.
   * To work on a case that is not assigned to you yet, assign it to yourself by clicking Assign to me.

   {#work-claim-with-internal-refund__choices_ctz_kkp_gmb}  
   The state of the case updates to Work in Progress.

   For information on
   the Claim form field descriptions, see [Field descriptions for a claim case](https://www.servicenow.com/docs/plovGNDsjmWAYisrj2M6ZA "Claim cases help the claim agents resolve payment claim requests that they receive from the bank's customers or third-party banks.").
5. In the Claim type field, review the claim type.
6. In the Refund type field, select Internal.  
   Note:  
   For an external claim type that is coming from a third-party bank, Refund type is set by default to Internal.
7. To get the refund from a bank or customer, update the necessary fields and [create a debit approval case](https://www.servicenow.com/docs/JZzoLgEJ4Okwxznvo3XEyg "Create a debit approval case for a claim so that you can request a refund internally from one of your banks or a customer.").  
   * The state of the case updates to Awaiting Refund.
   * The Debit approval field is populated with the debit approval case number.
   {#work-claim-with-internal-refund__ul_pmg_ywq_hmb}
8. **Optional:** For any ad hoc internal follow-up, create a claim task by navigating to the Claim Tasks tab of the case and clicking New.  
   For more information, see [Work on a claim task](https://www.servicenow.com/docs/TWYFJxO0bmMqV1XpeO_LgQ "Using a claim task, follow up with the third-party bank for a claim refund.").
9. [Work on the debit approval case](https://www.servicenow.com/docs/NgcF0v49qlVoyfEs_S7JCw "Work with your internal customer or bank to get the debit amount approved so that you can complete the claim refund.") to complete the refund.  
   * The state of the claim case updates to Refund Complete.
   * The Outcome, Outcome notes, and Refund amount fields on the claim are updated from the debit approval case.
   {#work-claim-with-internal-refund__ul_k22_pbr_hmb}
10. Get an acceptance from the claim customer for the refund completion and click Close to complete the claim.  
    For more information, see [Close a claim case](https://www.servicenow.com/docs/O~JYBx6dL9oVZaA6L_RAAQ "Close the claim case when you've completed the claimed refund process.").
{#work-claim-with-internal-refund__steps_sd2_xlq_hmb}

## Result

The claim customer gets the pre-configured email notifications about the progress of
the claim.

## What to do next

If it's an external claim, update the third-party bank about the claim closure.
* **[Create a debit approval case for an internal refund](https://www.servicenow.com/docs/JZzoLgEJ4Okwxznvo3XEyg)**   
  Create a debit approval case for a claim so that you can request a refund internally from one of your banks or a customer.
* **[Work on a debit approval case to complete a refund](https://www.servicenow.com/docs/NgcF0v49qlVoyfEs_S7JCw)**   
  Work with your internal customer or bank to get the debit amount approved so that you can complete the claim refund.

*[\>]: and then