Claims, enquiries and case management
How a bank finds a missing payment, answers an enquiry, and runs a case to closure
Claims, enquiries and case management: how a bank finds a missing payment, answers an enquiry, and runs a case to closure.
What You Can Do After This Chapter
Learning objective. Learner explains the admi administration layer and uses camt.057, pacs.028, camt.027 and camt.087 to find a missing payment, answer an enquiry and fix a payment after it was sent. Learner runs a case from opening to closure, including stop and recall, and explains gpi Instant, SWIFT Go, Payment Pre-validation and Transaction Manager.
Practical assessment. Learner receives a case where a EUR 400 SWIFT Go payment has not arrived, then opens a case, sends a pacs.028 status request, raises a camt.027 claim, and explains the camt.029 response and the closure steps. Learner also explains when to use Payment Pre-validation and what Transaction Manager shows.
Expected deliverables.
- Case lifecycle diagram
- Message map: admi, camt.057, pacs.028, camt.027, camt.087
- Investigation case note for EUR 400
- Comparison note: gpi Instant, SWIFT Go and Pre-validation
Completion criterion. Learner runs the case correctly through pacs.028, camt.027 and camt.029, explains each message, and states when gpi Instant, SWIFT Go and Pre-validation apply.
- admi messages: the administration layer of ISO 20022
- camt.057 Notification to Receive: knowing the money is coming
- pacs.028 Payment Status Request: asking where a payment is
- camt.027 Claim Non-Receipt: when the money never arrived
- camt.087 Request to Modify Payment: fixing a payment after it was sent
- Case lifecycle and stop or recall: running an investigation to closure
- gpi Instant: cross-border payments on instant rails
- SWIFT Go: low-value cross-border payments, fast and predictable
- Payment Pre-validation: checking the beneficiary before sending
- Transaction Manager: the shared record of an ISO 20022 payment
Start Lesson 1: admi messages: the administration layer of ISO 20022 →