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Resolve missing-payment investigations with the trail attached

Duvo links each non-receipt enquiry to the payment instruction, its tracking status and earlier correspondent messages, prepares the next query and tracks it to authorised closure.

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Payment investigation handling

Needs review

Investigation PI-301

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

The latest tracking status shows acceptance by the intermediary bank. Nothing yet shows the beneficiary’s account was credited, so a further status query is needed.

Next action

Request status: the other bank is queried, the reply is tracked on PI-301 and the case stays open until the investigator approves closure.

Escalate to specialist: an internal investigator receives the case with the full payment trail attached.

Investigator approval

The investigator approves each message, case update and closure before Duvo carries it out.

View the wider product queue

Payment investigation handling

Non-receipt enquiry where the last evidence is intermediary acceptance.

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 non-receipt
Outbound customer transfer
Request status evidence
1
Investigation PI-302
In Progress
UETR not quoted
Incoming enquiry
Request payment reference
0
Investigation PI-303
Completed
Correspondent reply awaited
Free-format query
Chase unanswered query
0
Investigation PI-304
Pending
Tracker and message conflict
Status history
Refer to investigator
1
Investigation PI-305
Postponed
Resolution evidenced
Credit confirmation
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 tracking status shows the intermediary accepted the payment, which does not show the beneficiary was credited, so the case needs a further status query.

From payment enquiry to authorised case closure

A corporate customer says its supplier never received a transfer sent last week. The instruction went out, the tracker shows the funds credited to an intermediary, and a free-format message from the correspondent asks for the beneficiary’s account details again. The investigator has to piece this together from several screens before deciding who to ask next.

  1. 0101

    Collect the payment trail

    Duvo links the enquiry to the instruction reference, UETR, value date, tracking status and correspondent messages, and records any link it cannot make.

  2. 0202

    Find the open question

    Duvo compares the enquiry with the status evidence and identifies what is still unexplained and who can answer it.

  3. 0303

    Draft the query or response

    Duvo drafts the free-format query, camt message or customer response the bank’s channel uses, with the supporting payment references attached.

  4. 0404

    Your team decides

    Approve the message or closure

    The payment investigator approves the recipient, content and case update, or approves closure once the resolution evidence is in the case.

  5. 0505

    Send, track and close

    The approved query leaves through the bank's permitted channel, and its acknowledgement is saved. Replies go back to the investigator, and the case closes only after they approve. Unanswered queries and failed sends stay open.

Link the enquiry to the payment status evidence

Systems and control details

Investigations draw on the payment instruction, its tracking status and the message history, first from masked enquiries and status exports. Payment schemes, message types and the bank’s existing investigation channel are confirmed before any message goes out.

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

  • Investigator approval

    The investigator approves each message, case update and closure before Duvo carries it out.

  • No action on funds

    Duvo does not release, return, cancel or recall a payment, request a payment modification or decide on sanctions screening hits. Conflicting references go to the investigator.

  • Acknowledgement is not settlement

    Source statuses, approved messages, replies and action receipts are kept on the case. A channel acknowledgement never supports closure on its own.

What teams ask about Payment investigation handling

  • Which payment message formats can Duvo read and prepare?

    Duvo works with the formats your investigation channel uses, such as pacs.008 instructions (or MT103 for older payments), free-format queries and camt.027 or camt.029 investigation messages. Schemes and message types are confirmed during scoping.

  • Can Duvo recall or cancel a payment when the investigation finds an error?

    No. Recalls, cancellations, returns and any movement of funds stay with the bank’s authorised teams. Duvo gathers the evidence and handles the approved investigation messages.

  • What evidence does Duvo need before it closes an investigation?

    The resolution evidence your rules require, such as a confirmed credit to the beneficiary, and the investigator’s approval. A correspondent acknowledgement is not enough on its own.

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