Cases

Last updated: March 18, 2026

Cases

Cases is a feature within the PayRecs application that allows our Support Team to request additional payment details directly from the paying party.

This optional feature helps reduce the workload of your Financial Institution’s (FI) operations or wire team by streamlining communication with customers.

Note: Cases are enabled at the Bank level and cannot be turned on for individual companies.

When a Case is Opened

A Case is typically opened when additional payment information is required. These requests may come from our payment processor, intermediary banks, or the beneficiary’s bank.

Here are common scenarios:

1. Compliance Inquiry

Requests related to regulatory or compliance requirements.
Examples include:

  • Relationship between the account holder and another entity

  • Date of birth of the account holder

  • Clarification of an abbreviated term

  • Description of the payment’s purpose

2. Post-Transaction Review

Even after a payment has been delivered, additional details may be required.
While this doesn’t affect the current transaction, missing information could cause delays or rejections for future payments.

Warning:

Be mindful of any due dates to avoid disruptions to future payments.

3. Wire Details Confirmation

These cases allow the sender to confirm or update wire details while a payment is in transit.
Requests may come from either our processor or the recipient bank.

Warning:

If you provide updated wire information, please also update the Recipient record in PayRecs to prevent similar inquiries in the future.

Process/Workflow:

  1. PayRecs Support initiates a Case for a specific payment.

  2. The payment initiator and approver receive an email requesting the needed information.
    Customers can respond by:

    • Selecting the link in the email to go directly to the Case, or

    • Logging in to PayRecs → navigating to the payment → selecting Cases
      Example navigation screenshot

  3. Cases can also be accessed from the Payments Hub by opening the related payment.

  4. The Customer or FI back-office user (with proper permissions) can:

    • Enter a response

    • Attach supporting documentation

    • Submit the response

  5. PayRecs Support reviews the submission.

  6. If more information is required, a new Case will be opened for the same payment.

  7. Once resolved:

    • Customers receive a resolution notification by email

    • The payment is cleared of any pending Case

    • FI back-office users with “resolved case” notifications enabled will receive an email update

Case Statuses

Status

Description

In Review

Awaiting action from the PayRecs Operations team

Waiting on Customer

PayRecs has requested information and is waiting for a response

Resolved

All required information has been provided and the Case is closed

Status Indicators:

Indicator

Meaning

🟥 Red

Payment is on hold due to an unresolved Case

🟨 Yellow

Payment has an open/unresolved Case

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Response Visibility

Type

Visible To

Internal

FI operations team and PayRecs back office only

External

All parties, including the customer

Staying Informed

If you’d like to receive updates about your customers’ open Cases:

  • Provide PayRecs Support with the email addresses that should receive notifications.

  • FI operations teams with access to the PayRecs Partner Portal can also:

    • Monitor all open Cases

    • Receive creation/resolution notifications

    • Enable daily digest reminders

    • Comment directly on Cases

The daily digest can be customized to alert your team if a Case remains unresolved for a specific number of days.

To adjust user permissions, follow this guide: How to Change Admin Permissions

Notifications

See the case hub notifications for each user here