---
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


---

# Create a claim for a payment inquiry case

# Create a claim for 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

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.

## Before you begin

Role required: sn_bom_payment.inquiry_agent or
sn_bom_payment.inquiry_agent_connector

## About this task

Set the case as Valid claim and
create a claim for the inquiry.
You can set a case as a valid claim and create a claim for it only if it's an internal payment inquiry case such as a Beneficiary Claim Non-Receipt - Internal and Payment made In Error.

## 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, select the case that you want to open.
5. Set the inquiry case as a valid claim.
   1. Select the Valid claim check box.
   2. In the Payment processor field, select a payment processor.
   3. In the Transaction ID field, enter the transaction ID.
   4. In the Additional comments field, enter your comments.
   5. Click Update.
   {#create-claim-case-inquiry-case__substeps_bb2_v41_hmb}
6. In the Additional comments field, enter your comments regarding the claim and click Create Claim.

## Result

* A claim case for the payment inquiry case is created and assigned to an assignment group or a claim agent based on the configured assignment rules. The payment inquiry is now tracked via the claim case.You can view the case
  details by clicking the link in the case creation message. For more
  information on claims, see [Managing payment claims and debit approvals](https://servicenow-prod.fluidtopics.net/TAaZeLpg2HhXvIJYkYkGVA "Using the payment claims capability of the Financial Services Payment Operations application, you can submit and manage payment claims and debit approvals for your financial institution. The application supports both personal and business claims and debits.").

* The customer gets a pre-configured email notification about the new claim case.
* If there's a Customer or Consumer Service Portal available for customers, the new claim case appears 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=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).
{#create-claim-case-inquiry-case__ul_o1s_4cd_hmb}

## What to do next

You can close the associated inquiry case as the request is now tracked via the claim
case. For more information, see [Close a payment inquiry case](https://servicenow-prod.fluidtopics.net/F3fExcrFtYTrCJWFnEQHaw "Close the case after you've created a claim case for the inquiry case or the customer has accepted your proposed solution.").

*[\>]: and then