Work on a claim with an external refund

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

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

    Antes de Iniciar

    Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

    Por Que e Quando Desempenhar Esta Tarefa

    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.

    Procedimento

    1. Navigate to All > Financial Services Operations > Workspace.
    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.
    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.
      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

        For information on the Claim form field descriptions, see Field descriptions for a claim case.

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

    Resultado

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