Skip to content

Resolve missing-payment investigations

A missing-payment enquiry needs evidence from several systems. Duvo would assemble the payment trail, route the approved response and track the case to bank-authorised closure.

Get a demo

Proposed application

The proposed scope covers investigation evidence, approved case messages, case updates and bank-authorised case closure through permitted channels. Payment release, cancellation, recall, sanctions clearance and movement of funds remain outside this workflow.

Payment investigation handling · Illustrative

Illustrative review

Investigation PI-301 · Synthetic

Payment enquiry
Non-receipt
Last evidence
Intermediary accepted
Case authority
Payment investigator

The latest message confirms intermediary acceptance. It does not establish beneficiary receipt, so the case needs a further status response.

Next action

Request status: send the approved enquiry, retain its acknowledgement and track the reply in PI-301; close only after the investigator approves sufficient resolution evidence.

Escalate to specialist: assign the approved internal investigation with the available payment trail; no cancellation or recall is submitted.

Payment investigator approval

The investigator approves each proposed response, case update or evidence-supported closure before Duvo would execute it through the same approval gate.

Illustrative workflow example
View the wider product queue

Payment investigation handling · Illustrative

Proposed workflow using synthetic records.

Adds cases
Payment investigation queue
Processes cases
Payment investigation handling
Total

24

Pending

5

Postponed

2

In progress

4

Needs input

3

Failed

0

Completed

10

Add filter
Case
Case Status
Receipt unconfirmed
Scope
Decision
Exceptions
Next action
Investigation PI-301
Needs Input
Beneficiary reports missing
Outbound transfer
Request status evidence
1
Investigation PI-302
In Progress
Reference incomplete
Incoming enquiry
Request payment reference
0
Investigation PI-303
Completed
Reply awaited
Correspondent case
Escalate unanswered case
0
Investigation PI-304
Pending
Status conflict
Tracker and message
Refer to investigator
1
Investigation PI-305
Postponed
Resolution evidenced
Investigator review
Prepare case closure
0

Showing 5 of 24 cases

  1. 1

    Approval

    Exceptions pause for the named owner

    Each exception carries the source records, applied rule, recommended action, and the person authorised to decide.

  2. 2

    Receipt unconfirmed

    Receipt unconfirmed is visible before the action

    The proposed case would expose the difference between intermediary acceptance and evidenced beneficiary receipt.

Illustrative workflow example

From payment enquiry to supported case closure

A customer reports a missing payment while the payment instruction, tracking status and correspondent correspondence carry different references. Operations must establish the last evidenced status before asking another team or bank for information.

  1. 0101

    Collect the payment trail

    Duvo would link the enquiry to the payment reference, value date, recorded status and permitted correspondent messages, retaining any missing links.

  2. 0202

    Identify the unresolved question

    Duvo would compare the enquiry with the available status evidence and identify the information or team needed to explain the payment’s position.

  3. 0303

    Prepare the investigation action

    Duvo would draft a response or request using the bank’s current channel and message rules, with the supporting payment references attached.

  4. 0404

    Your team decides

    Approve the investigation response

    The authorised payment investigator would approve the recipient, content and case update, or approve closure when the required resolution evidence is present. Funds movement and compliance decisions remain separate bank actions.

  5. 0505

    Track the reply through approved case closure

    With agreed access, Duvo would send the approved message, save its acknowledgement and track the reply. Returned evidence would pass through the same investigator approval before Duvo would close the case and retain the closure receipt. Missing replies and failed submissions would stay open.

Link the enquiry to the payment status evidence

Systems and control details

Begin with masked enquiries and payment status exports. Confirm payment schemes, message types and the bank’s existing investigation channel before scoping any integration or external message delivery.

Payment investigation queue, Payment instruction archive, Permitted tracking status, Correspondent message archive

  • Payment investigator approval

    The investigator approves each proposed response, case update or evidence-supported closure before Duvo would execute it through the same approval gate.

  • Keep funds actions outside the case

    Missing or conflicting payment references would be escalated. The proposed workflow would not release funds, submit a recall, cancel a payment or clear a sanctions decision.

  • Separate acknowledgement from settlement

    Retain source statuses, approved messages, replies and action receipts. A channel acknowledgement would not support closure by itself; Duvo would close only when the bank approves the required resolution evidence.

Contracted guarantee

5x ROI, guaranteed

If measured results fall below 5x the total proposal price, the whole contract is free.

What teams ask about Payment investigation handling

  • When does Payment investigation handling run?

    A customer or correspondent raises a payment non-receipt enquiry or requests missing payment information.

  • Who owns Payment investigation handling?

    Payment operations heads and investigation team leads

Related processes