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Managing payment claims and debit approvals › Use › Payment Operations › Banking applications › Financial Services Operations \(FSO\)
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Close a claim case

Close the claim case when you've completed the claimed refund process.

Before you begin

Ensure that the claim customer has accepted the notification for the refund completion.

Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

About this task

If there's a Customer or Consumer Service Portal for customers, they get a notification for the refund completion on the portal from where they can choose to accept or reject the resolution. If the customer accepts the refund completion on the portal, 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 (

Image omitted: inline-data-vis-96px-list.png
lists icon\).

  1. In the Lists tab, under Claims, click Assigned to me.

  2. In the list, click the case that you want to open.

  3. In the Actual treatment field, select the treatment type for the claim.

  4. Click Close.

Result

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

Parent Topic:Managing payment claims and debit approvals