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Work on a claim with an external refund › Managing payment claims and debit approvals › Use › Payment Operations › Banking applications › Financial Services Operations \(FSO\)
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Work on a claim task for an external refund

Using a claim task, follow up with the third-party bank for a claim refund.

Before you begin

Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

About this task

A claim task is automatically generated for a claim with an external refund and is assigned to the claim agent that is working on the case. However, for any internal follow-up, you can also create an ad hoc claim task for any type of claim.

You can create an ad hoc claim task by navigating to the Claim Tasks tab of the case and clicking New.

Procedure

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

  2. Select the lists icon (

Image omitted: inline-data-vis-96px-list.png
lists icon\).
  1. Open the claim task from a claim case or from the Claim Tasks list.
OptionSteps
From a claim case
  1. In the Lists tab, under Claims, click Assigned to me.
  2. In the list, click the case that you want to open.
  3. In the case, click the Claim Tasks tab and click the claim task.
From the Claim Tasks list
  1. In the Lists tab, under Claim Tasks, click Assigned to me.
  2. In the list, click the task that you want to open.

  1. In the State field, change the state of the task to Work in Progress and send an email to the refund bank to follow up on the refund status for the claim.

  2. If you've received the information from the refund bank via emails or any other interactions, attach these artifacts to the case.

  3. In the Work notes field, enter any comments or received information.

  4. In the State field, change the state of the task to Closed Complete to close the task.

  5. Click Save.

What to do next

Update the associated claim case as per the refund or information that you receive from the refund bank.

Note: If the claim is not closed within the number of days mentioned in the sn_bom_payment.claim_follow _up_interval_in_days payment property, the system creates another follow-up claim task for the claim.

Parent Topic:Work on a claim with an external refund