---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Close an inquiry case

# Close a payment inquiry case {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Close the case after you've created a claim case for the inquiry case or the customer has accepted your proposed solution.

## Vorbereitungen

If the inquiry case is set to be a valid claim, ensure that you've [created a claim case](https://servicenow-prod.fluidtopics.net/q00LXUX6cf6IOaRQ51Du~A "Create a claim for an internal payment inquiry case when its investigation indicates that it's a valid claim and the customer is entitled to a refund.") for it.

If you've proposed any other solution for the case, ensure that the customer has accepted your proposed solution.

Role required: sn_bom_payment.inquiry_agent or or sn_bom_payment.inquiry_agent_connector

## Warum und wann dieser Vorgang ausgeführt wird

If there's a Customer or Consumer Service Portal for customers, they get a notification for the proposed solution on the portal from where they can choose to accept or reject the proposed solution for a case. If the customer accepts the solution proposed by the agent, the case state automatically changes to Closed.  
For more information, see [Accept or reject a case solution from the Consumer Service Portal](https://www.servicenow.com/docs/access?context=resolve-cases-consumer-portal&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).  
Hinweis:  
To use the Consumer Service Portal, activate the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).

## Prozedur

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon]()).
3. In the Lists tab, under Payment Inquiry Cases, click Assigned to me.
4. In the list, click the case that you want to close.
5. If you've created a claim and then plan on closing the inquiry case, fill in the resolution fields.
   1. In the Resolution code field, select an appropriate resolution code.
   2. In the Resolution notes field, enter your comments for the proposed solution.
   {#close-payment-inquiry-case__substeps_i43_3bw_hmb}
6. Click Close.

## Ergebnisse

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