---
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


---

# Work on a claim with an external refund

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

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

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

## Vorbereitungen

Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

## Warum und wann dieser Vorgang ausgeführt wird

For an internal claim, the refund type can be external or internal.

* An external refund type indicates that the refund comes from a third-party bank.
* An internal refund type indicates that the refund comes from the bank internally, such as from a customer or the bank itself.
{#work-claim-with-external-refund__ul_npp_1qp_hmb}

## Prozedur

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select 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-external-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-external-refund__choices_ctz_kkp_gmb}  
   The state of the case updates to Work in Progress.
5. In the Claim type field, verify that the claim type is set to Internal.
6. In the Refund type field, select External.
7. Request the refund from the third-party bank.
   1. Fill in the claim details in these fields:  
      * Error type
      * Error category
      * Error subcategory
      * Requested treatment
      * Claim bank
      * Transaction ID
      * Refund bank

      {#work-claim-with-external-refund__ul_mxp_15p_hmb}

      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.").
   2. In the State field, change the state of the case to Awaiting Refund and click Update.

   {#work-claim-with-external-refund__substeps_kd3_xtp_hmb}  
   A claim task is automatically generated and assigned to the claim agent that is working on the case. However, for any internal follow-ups, you can also create an ad hoc claim task by navigating to the Claim Tasks tab of the case and clicking New.
8. [Work on the claim task](https://servicenow-prod.fluidtopics.net/ZiXJDVLtR6ROWFqpKvExnA "Using a claim task, follow up with the third-party bank for a claim refund.") to follow up with the refund bank and move it to the Closed state.
9. After you've received the refund from the refund bank, complete the refund for the claim.
   1. In the Actual treatment field, select the treatment type.
   2. In the Outcome field, select an appropriate outcome.
   3. In the Outcome notes field, enter the comments that are related to the outcome.
   4. In the State field, change the state of the case to Refund Complete and click Update.
   {#work-claim-with-external-refund__substeps_ssf_2yp_hmb}
10. Get an approval from the claim customer for the refund completion and click Close to complete the claim.  
    For more information, see [Close a claim case](https://servicenow-prod.fluidtopics.net/FsiJHm3kt~PiNHWQ8OgkKA "Close the claim case when you've completed the claimed refund process.").

## Ergebnisse

The customer gets the pre-configured email notifications about the progress of the claim.
* **[Work on a claim task for an external refund](https://servicenow-prod.fluidtopics.net/ZiXJDVLtR6ROWFqpKvExnA)**   
  Using a claim task, follow up with the third-party bank for a claim refund.