When a resolution case is resolved or closed

Resolved means an outcome has been decided. Closed means the ordinary case workflow has ended and the record is retained for audit.

Before closure

• Complete any approved return, evidence or confirmation step.
• Check that the recorded outcome matches the decision shown.
• Keep provider or courier references for any action still processing.

After closure

• The case timeline remains available according to account and retention rules.
• Ordinary messages or actions may be disabled.
• If a separate new issue occurs, start from the relevant order rather than reusing an unrelated case.

Review closed cases