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.

  2. Select the inquiry from the Inquiry List. The Details tab of the Inquiry Details pane appears.

  3. Under Inquiry Action, select Accept Resolution.

  4. Select Accept to take the short survey or Skip to immediately accept the resolution and close the inquiry.

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

If you skip the survey initially and then want to take it, select Take Survey under Inquiry Action within the closed inquiry.

Reopen a Pending Close Inquiry

  1. Locate the inquiry in the Pending Close tab.

  2. Select the inquiry from the Inquiry List. The Details tab of the Inquiry Details pane appears.

  3. Under Inquiry Action, select Inquiry Not Resolved.

  4. Select a Reason.

  5. Add a Reopen Note to provide your contact with complete details regarding why you reopened the inquiry.

  6. 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 Open tab of the Inquiry section.

  2. Select the inquiry from the Inquiry List. The Details tab of the Inquiry Details pane appears.

  3. Under Inquiry Action, select Close Inquiry.

  4. Select Close Inquiry.

  5. Enter the reason you are closing your inquiry.

  6. Select Close.

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