Keep uncertainty in the report.
“Submitted” may confirm receipt while leaving the result unanswered. Later records can be delayed, missing or contradictory.
Those cases still need an owner and follow-up. Removing them from the report would make the service appear more successful by losing sight of its hardest work.
A refusal can be the right result.
If the job is to prevent an unauthorised payment, refusing it can be the correct result. Record the reason and supporting evidence. Report payment delivery separately, and agree these outcomes before testing.
A failed payment remains a failure. Work still owed needs an owner. Changing an outcome's label after the event cannot turn it into success.
Ask what remains owed after the result.
A delayed payment may eventually arrive after the customer has incurred costs. A refund may correct an unwanted charge while the original service failure remains. Record the result and any remedy separately.
The affected person may still need an explanation, a way to challenge the decision, or further assistance. Completing one duty does not settle those questions automatically.
Say what happened, what confirms it and what remains to be done. The next owner should be able to tell what needs attention.
Read why responsibility continues after closure · See how the distinction changes the cost measure