Work on a claim with an internal refund

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

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

    Before you begin

    Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

    About this task

    An internal refund type in a claim indicates that the refund should come from the bank internally, such as from a customer or the bank itself.

    Procedure

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

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

    5. In the Claim type field, review the claim type.
    6. In the Refund type field, select Internal.
      Note:
      For an external claim type that is coming from a third-party bank, Refund type is set by default to Internal.
    7. To get the refund from a bank or customer, update the necessary fields and create a debit approval case.
      • The state of the case updates to Awaiting Refund.
      • The Debit approval field is populated with the debit approval case number.
    8. Optional: For any ad hoc internal follow-up, create a claim task by navigating to the Claim Tasks tab of the case and clicking New.
      For more information, see Work on a claim task.
    9. Work on the debit approval case to complete the refund.
      • The state of the claim case updates to Refund Complete.
      • The Outcome, Outcome notes, and Refund amount fields on the claim are updated from the debit approval case.
    10. Get an acceptance from the claim customer for the refund completion and click Close to complete the claim.
      For more information, see Close a claim case.

    Result

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

    What to do next

    If it's an external claim, update the third-party bank about the claim closure.