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Payment Investigation Management

ProgressSoft’s Payment Investigation Management centralizes and streamlines the complete payment investigation lifecycle, giving financial institutions one environment to manage payment exceptions, disputes and reconciliation breaks from initiation through resolution.

The solution brings together case management, workflow automation, intelligent routing, SLA monitoring and integration with the wider payment ecosystem to keep investigations moving efficiently across teams and systems. By replacing fragmented processes and manual follow-ups with structured, traceable workflows, it enables faster resolution, stronger operational control and consistent handling of every investigation.

Payment Investigation Management

Features

End-to-End Investigation Management

Manages the complete investigation lifecycle in one workspace, from receiving an investigation request and creating or updating a case to linking payment references, assigning ownership, exchanging information, following up and closing the case. Every investigation remains connected, visible and traceable throughout its lifecycle.

End-to-End Investigation Management
Automated Investigation Workflows
Automated Investigation Workflows

Automates the operational steps that keep investigations moving. ProgressSoft’s Payment Investigation Management can create cases from incoming messages, categorize them using configurable criteria, route them to the appropriate department, issue standard responses, trigger SLA-based chasers and escalate unresolved cases according to defined rules.

Payment Ecosystem Integration
Connects investigation workflows with the systems and channels needed to understand and resolve a payment issue, including SWIFT, core banking, payment hubs and payment systems, CRM/CIF platforms and other third-party environments. Supporting APIs, message queues and file exchange, the solution brings relevant payment and customer context into one connected investigation process.
Payment Ecosystem Integration

More features

Automatic Case Creation

Evaluates incoming investigation messages to determine whether to open a new case, link the message to an existing case or store it without creating a case, helping reduce manual intake while keeping related investigation activity connected.

Controlled Investigation Resolution

Supports investigation resolution through Swift or custom messages, email communication, case reassignment, linking, attachments and closure controls. Institutions can determine which actions require maker-checker approval and which checks must be completed before a case is resolved.

SLA Monitoring and Chasers

Tracks open cases against configurable SLA thresholds and supports automatic or manual follow-up reminders when responses are overdue. Institutions can define reminder timing, frequency, limits and escalation actions to maintain momentum on unresolved investigations.

Intelligent Categorization and Department Routing

Categorizes cases using configurable message types, keywords and mapping rules, then routes them to the responsible department. Unclassified cases can be directed to a general queue, ensuring every investigation enters a defined operational path.

Controlled Investigation Communications

Provides reusable templates for acknowledgements, inquiries, closures and chasers, helping teams maintain consistent communication while controlling who can create, approve and maintain shared templates.

Configurable Investigation Controls

Allows institutions to define how investigations are classified, prioritized, routed, escalated and resolved, alongside required fields, validations, access controls, approvals and segregation of duties.

Full Investigation Traceability

Maintains case statuses, timestamps and a full record of investigation activity, giving institutions clear evidence of what happened, who acted, how cases progressed and whether defined service levels were met.

Cloud-Native Architecture

Built on a cloud-native architecture and configurable for different payment environments, from individual financial institutions to broader payment infrastructures and distributed central-bank implementations.

Benefits

Faster Investigation Resolution

Keeps payment investigations moving through automated case creation, routing, follow-up and escalation, reducing delays caused by manual handoffs and fragmented processes.

Reduced Manual Effort

Replaces repetitive intake, routing, chasing and standard communication with structured automation, allowing investigation teams to focus on cases and decisions that require their expertise.

Stronger SLA Performance

Continuously tracks investigation deadlines and supports reminders and escalation before unresolved cases are overlooked, helping institutions reduce SLA breaches and maintain more predictable service levels.

Complete Operational Visibility

Brings case status, ownership, workloads, SLA adherence and resolution progress into one environment, giving operations and management a clearer view of investigation activity and outstanding issues.

Consistent Case Handling

Standardizes how investigations are received, categorized, routed, followed up, escalated and closed, creating a more consistent operating model across teams, payment types and channels.

Stronger Governance and Control

Applies defined investigation rules, approvals, segregation of duties and audit trails throughout the case lifecycle, strengthening accountability and providing evidence that cases are handled according to policy.

Unified Payment Investigations

Extends one case-management model across different payment types and rails while linking each investigation to the appropriate payment references and systems, reducing fragmented investigation processes.

Scalable Investigation Operations

Provides a structured operating model that can support growing payment volumes and investigation workloads without relying on proportionate increases in manual coordination and follow-up.

FAQs

Payment investigation management is the structured process of managing payment exceptions, inquiries and disputes from initiation through resolution. ProgressSoft’s Payment Investigation Management centralizes this lifecycle, bringing case creation, routing, investigation, follow-up, escalation and closure into one traceable environment.

Payment investigations can be automated by turning incoming investigation requests into structured workflows that automatically create and categorize cases, route them to the appropriate teams, trigger responses and follow-ups, monitor SLAs and escalate unresolved cases. ProgressSoft’s Payment Investigation Management supports this automation through configurable investigation workflows.

Financial institutions can reduce resolution times by eliminating manual handoffs, automatically routing cases to responsible teams, monitoring investigation SLAs and triggering follow-ups and escalations when action is required. ProgressSoft’s Payment Investigation Management brings these activities into a unified workflow to keep investigations moving toward resolution.

Banks can centralize investigations from different payment systems within a single case-management environment. ProgressSoft’s Payment Investigation Management connects with Swift, core banking systems, payment hubs, payment systems, CRM/CIF platforms and other third-party environments, allowing investigation teams to manage cases without relying on fragmented processes.

Swift and ISO 20022 payment investigations require structured management of investigation messages, related payment information, case ownership, communication, follow-up and resolution. ProgressSoft’s Payment Investigation Management supports Swift MT, MX and CBPR+ investigation messages and can operate across ISO 20022 and other payment environments.

Financial institutions can improve SLA compliance by continuously tracking open investigations against defined thresholds and automatically triggering reminders, chasers and escalation when deadlines approach or are exceeded. ProgressSoft’s Payment Investigation Management provides configurable SLA monitoring and traceable case histories to support consistent investigation handling.