Close an Inquiry

When Fiserv support resolves an Inquiry, the Inquiry becomes Pending Close. Review the Inquiry resolution to accept the resolution and close the Inquiry or reject the resolution and reopen it.

Take action on a resolved Inquiry within 14 days or the system will close the Inquiry automatically. You cannot reopen a closed Inquiry. If you need more assistance, you must open a new Inquiry and reference the old Inquiry number.

You can also close an Inquiry without assistance from Fiserv if you find a resolution on your own.

 

Accept a Pending Close Inquiry

  1. Locate the Inquiry in the Pending Close tab of the Inquiry dashboard.

    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.

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

  4. Select Yes.
  5. Select Accept to take the Inquiry Close survey or select Skip.
  6. Complete the short survey, and then select Submit.

You can now review this Inquiry for up to 18 months from the Total Inquiries list. It no longer appears open or pending.

 

Reopen a Pending Close Inquiry

  1. Locate the Inquiry in the Pending Close tab.

    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.

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

  4. Select No.
  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.

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

 

Close a self-resolved Inquiry

  1. Locate the Inquiry in the Inquiry section.

    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.

    The Inquiry Details pane showing the Close Inquiry option.

  4. Select Close Inquiry.
  5. Enter the reason you are closing your Inquiry.
  6. Select Close.
  7. Select Accept to take the Inquiry Close survey or select Skip.
  8. Complete the short survey, and then select Submit.

You can now review this Inquiry for up to 18 months from the Total Inquiries list. It no longer appears open or pending.