Work on a claim with an internal refund

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

Navigate to All > Financial Services Operations > Workspace.
Select the lists icon ([Omitted image "inline-data-vis-96px-list.png"] Alt text: lists icon).
In the Lists tab, under Claims, open the case list.
- For your assigned cases, click Assigned to me.
- For all cases, click All.
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.
In the Claim type field, review the claim type.
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.
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.
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.
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.
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.

Create a debit approval case for an internal refund
Create a debit approval case for a claim so that you can request a refund internally from one of your banks or a customer.
Work on a debit approval case to complete a refund
Work with your internal customer or bank to get the debit amount approved so that you can complete the claim refund.

Parent Topic:Managing payment claims and debit approvals

title	Work on a claim with an internal refund
description	Work on a claim to determine if it's valid and where to get the refund from.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/financial-services-operations/financial-services-payment-operations/work-claim-with-internal-refund.html
release	australia
product	Financial Services Payment Operations
classification	financial-services-payment-operations
topic_type	task
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Managing payment claims and debit approvalsUsePayment OperationsBanking applicationsFinancial Services Operations \(FSO\)