---
sourceDocument: Xanadu Retail Industry
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/retail-industry

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    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Retail Industry

ft:clusterId :

    - rahi

bundleId :

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workflow :

    - Customer and Industry


---

# De-escalate a retail case

# De-escalate a retail case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated October 16, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

De-escalate a retail case when needed using the related links within a retail case.

## Before you begin

Role required: sn_customerservice.deescalation_requester

## Procedure

1. Navigate to AllRetail Service ManagementRetail Cases.
2. Select the Retail case you wish to de-escalate.
3. Under Related Links, select De-escalate Case.
4. Enter the necessary information in the De-escalation Justification field.
5. Click De-escalate Case in the window.

## Result

The state of the escalation record changes to Closed and the retail case has been de-escalated.

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