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Case Management


Resolve payment investigations with less manual work

Exceptions, investigations, and payment cancellations still run on manual steps, free-format messages, and repeated data entry. Each open case ties up staff time and liquidity. Case Management removes much of that effort using structured ISO 20022 data.


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What it is.

Centralised Payment Case Management

Case Management handles the Exceptions and Investigations (E&I) and payment cancellation processes on FINplus, using ISO 20022 data with pre-population, tracking, and central orchestration.

Why it matters.

Resolve Investigations Faster and Reduce Operational Cost

Manual investigations are slow and costly. Structured data and automated routing cut the handling time on each case and reduce the liquidity held against open items.

How it helps.

Automate Validation, Routing and Case Handling

Validation checks reject invalid requests early, tracker data triggers automatic responses, and fields pre-populate from related transactions. Cases route straight to the right agent.

Overview


Case Management uses the richer data of ISO 20022 so each investigation message is structured and complete. Business validation checks reject requests that break the rules before they are sent. Pre-check logic reads real-time tracker data to answer certain requests automatically based on the payment status.
Data pre-population fills message fields from related transactions or existing investigations, which cuts manual entry. Smart routing sends investigations directly to the right agent instead of stepping through intermediaries. Automated reminders keep cases moving, and a unique end-to-end investigation reference tracks each case across its full life.
More than 200 banks are live on Case Management for E&I and payment cancellations. Swift estimates an industry-level benefit of around 600 million dollars a year from lower liquidity and operational costs.

Benefits


 Lower operational cost

Less manual entry and fewer message hops reduce the effort spent on each investigation and cancellation.


 Faster resolution

Automatic responses and smart routing shorten the time a case stays open, freeing staff for higher-value work.


 Structured investigation data

ISO 20022 makes each message clear and complete, so fewer cases stall on missing or ambiguous information.


 Full case visibility

A unique end-to-end reference tracks every investigation across its life, for you and the counterparties involved.

FAQs

The Exceptions and Investigations process and payment cancellations, exchanged over FINplus using ISO 20022 messages.
It pre-populates fields from related transactions, validates requests before they are sent, answers certain requests automatically from tracker data, and routes cases directly to the right agent.
Yes. More than 200 banks are live for E&I and payment cancellations.
Each case has a unique end-to-end investigation reference, giving visibility across the full life of the case.
Yes. The move from legacy MT to ISO 20022 for E&I and cancellations has milestones in November 2026 and November 2027. See the E&I transformation timeline for the detail.

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