Resolve a Pending Close Inquiry

When a Fiserv associate resolves your Inquiry, you can review the resolution. Either approve and close the Inquiry or reopen the Inquiry to request more help.

You must review the Inquiry within 14 calendar days of resolution or Client360 will automatically close the Inquiry. You cannot reopen an Inquiry after it is closed. If you need additional help, you must open a new Inquiry and reference the old Inquiry number.
  1. Locate the Inquiry in the Pending Close tab.

    Animation focusing on the Inquiry pane in Client360.

  2. Select the Inquiry from the Inquiry List. The Details tab of the Inquiry Details pane appears.
  3. Scroll to the end of the Details tab.

    Image of the Resolution Notes panel, including the "Was the inquiry resolved?" response option.

  4. Answer the question, "Was the inquiry resolved?"
    • Select Yes to immediately close the Inquiry. You have completed the Inquiry!

      You can now review this Inquiry anytime from the Total Inquiries list. It no longer appears pending.

    • Select No to request to reopen the Inquiry. The Reject Resolution window appears.
  5. Select a Reopen Reason.
  6. Enter a Reopen Note to provide your contact with complete details regarding why you reopened the Inquiry.
  7. Select Reject.

Client360 sends a notification to your contact, requesting that the Inquiry be reopened for the reason detailed in your note.