---
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


---

# Create a debit approval case for an internal refund

# Create a debit approval case for an internal refund {#ariaid-title1}

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

Create a debit approval case for a claim so that you can request a refund internally
from one of your banks or a customer.

## Vorbereitungen

Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

## Prozedur

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon]()).
3. In the Lists tab, under Claims, click Assigned to me.
4. In the list, click the case that you want to open.
5. On the claim form, fill in these fields:  
   * Error type
   * Error category
   * Error subcategory
   * Requested treatment
   * Claim bank
   * Transaction ID
   * Refund bank
   * Debit customer or Debit account
   * Debit financial account
   * Receiving transaction

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   For information on the Claim form field descriptions, see [Field descriptions for a claim case](https://servicenow-prod.fluidtopics.net/InHIyLa9l~JRD6GNcNy76Q "Claim cases help the claim agents resolve payment claim requests that they receive from the bank's customers or third-party banks.").
6. Click Create Debit Approval.

## Ergebnisse

* A payment service case for debit approval is created and is assigned to the claim agent that is working on the claim.
* The state of the claim case updates to Awaiting Refund.
* The debit customer gets a pre-configured email notification about the debit approval case.
* If there's a Customer or Consumer Service Portal available for customers, they get a notification for the debit approval case on the portal. Buttons for accepting or rejecting the debit approval appear in the section of the form that shows the customer actions on the portal. For more information, see:
  * [View a case from
    the Consumer Service Portal](https://www.servicenow.com/docs/access?context=view-cases-consumer-portal&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
  * [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)

  {#create-debit-approval-case__ul_tss_2sq_hmb}  
  Hinweis:  
  To use the Consumer Service Portal, activate the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).
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## Nächste Maßnahme

* If the refund amount should be debited from multiple financial accounts, set up instructions for each debit account in the Debit instructions tab.
* Get an acceptance for the debit from the debit customer or the refund bank.
* Update the debit approval case fields as required to complete the refund and close this case. For more information, see [Work on a debit approval case to complete a refund](https://servicenow-prod.fluidtopics.net/8T5D6GyiV1Qu645HPu7hjw "Work with your internal customer or bank to get the debit amount approved so that you can complete the claim refund.").
* If the debit customer or the bank rejects the debit, move the claim case back to the Open state. If the customer rejected the debit from the Customer or Consumer Service Portal, the state of the claim case automatically updates to Open.
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