---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Close a payment inquiry case

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

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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

## Before you begin

If the inquiry case is set to be a valid claim, ensure that you've [created a claim case](https://servicenow-prod.fluidtopics.net/YsTQ~GmsB6ZfW~pv6kcqRw "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

## About this task

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=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US).  
Note:  
To use the Consumer Service Portal, activate the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Click 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.

## Result

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

*[\>]: and then