Review and decide a Case

A Case is one customer's request, waiting on a decision from you. Open Forms → Cases and choose a row to work it.

What you're looking at

The top of a Case shows its number, the customer, where the review has got to, and whether the Case is still open. Below that:

• Response — the answers exactly as they were submitted, and when they arrived. Some fields are protected and are withheld here; you're told how many
• Case — the customer, their WhatsApp number, the inbox it came through, what kind of Case it is, the repeat rule, and when it opened
• Timeline — the Form being opened, progress saved, the response arriving, and every review decision since
• Analytics — how the Form itself is performing, on Scale and above

Decide it

1. A Case waiting on you shows Pending review. Choose Start review — that marks it as actively being looked at, so nobody doubles up.
2. Read the response, then choose Approve or Reject.
3. Pick a reason. Approving offers Eligibility confirmed, Information verified, Approved policy exception or Other; rejecting offers Eligibility requirements not met, Required information incomplete, Duplicate submission, Declined under policy or Other.
4. Add an internal note if the next person needs your reasoning. Notes are protected — a reviewer opens one with View protected note rather than seeing it on the page.

Approving records the decision and lets any connected work carry on. It doesn't close the Case. Rejecting records the decision and closes the Case as resolved; payments, deliveries and records held elsewhere are left exactly as they are.

Review an amount

For a Case with an amount question, review the requested amount before approving. If it was missing or not accepted, enter the currency and an approved amount. The approved amount must meet the item's current Payment limits. If those settings are not ready, ask a workspace admin to review and publish them first.

The web and mobile Case views show the requested amount, any reason it was not accepted, and the approved amount. Approval records a decision; it does not request payment. Moving the Case out of approval clears the approved amount.

Close it

When no work is left, Resolve the Case — Work completed, No further action needed, Duplicate Case, or Other.

Withdraw is for a Case that shouldn't have run its course: the customer pulled out, you pulled out, or it was created in error. Withdrawing closes the Case. It doesn't take money back, issue a refund, or create a payout.

Bill for it

Once a Case is approved, Create invoice opens the invoice editor with this Case already attached. It only appears after approval — asking a customer for money while their request is still being decided asks them to pay for a decision you haven't made.

For an amount application, the invoice editor starts with the approved amount. Review and issue the invoice before requesting payment. Collection uses the invoice's deposit and remaining balance; a partial invoice payment does not have to meet the original application minimum. If there are several invoices, choose the one to pay.

When it won't let you

• "The Case changed or you no longer have access." Somebody else moved it while you had it open. Refresh, look at where it is now, and decide again.
• The decision buttons aren't there. Approving and rejecting need the review permission; resolving and withdrawing need the resolve permission. Trying again won't help — ask a workspace owner or admin.

Related

• About Forms and Cases
• What each Case and response state means
• Why a Case didn't appear or move
• Decide what happens after someone submits