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Streamline and automate your exception management processes

Sending money overseas can be complex. There are country-and currency- specific as well as regulatory payment obligations to meet, specific formatting to take into account and obviously also human intervention may cause occasional omissions or mistakes. This can result in a payment being held for further investigation in order for it to be processed, otherwise known as an exception.

While the overall number of international payments that are subject to an investigation is very low, the time and effort it takes to investigate and resolve them is not at all. 

Our case resolution service, powered by SWIFT gpi, removes the strain involved in resolving exceptions and investigations. The ‘in-flight’ cloud-based service allows for dynamic query handling between banks on the SWIFT network, enabling them to quickly resolve instances in which information is incorrect or missing in payment instructions.

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This solution will vastly improve the time to resolve an inquiry, ensuring invoices are paid on time, reducing fraud, and better meeting client expectations. Ultimately, creating straight-through processing for inquiries has been long overdue and will eventually become the global standard.

Michael Bellacosa, Global Head of Payments and Transaction Services, BNY Mellon

Click to enlarge image

How does it work?

Customers can locate any hold-ups via the gpi Tracker, as well as identify the beneficiary or intermediary banks that may be causing them.

Using API calls, and the gpi Tracker, they can then automatically exchange the required information directly with the relevant banks. Case requests and responses can be handled via a GUI.

Using a standardised ISO 20022 format, banks are able to exchange requests and responses in a structured manner – ensuring more efficient case resolution.

Values & benefits

Improved transparency

Via the Tracker, you can follow case requests anywhere in the cloud and record related interbank communications in an audit trail.

Shorter resolution time

Financial institutions can smartly route enquiry requests to case resolution using the Tracker and ensure timely follow up backed by SLAs and the rulebook.

Reduced manual intervention

Using structured codes to standardise communications reduces duplicate inquiries on the same payment and facilitates enquiries’ process automation by case software solutions.

When can I sign up?

For gpi members

Our case resolution service is now live and gpi customers can sign up today. A community of 72 financial institutions have already joined the service as early adopters, along with six application providers.

Click on on the link below, and follow the ordering process. You can also contact your SWIFT account manager, or get in touch with our sales representatives.

Order now

For non gpi members

At present, case resolution is a service exclusively for SWIFT gpi members. However, we intend to bring the benefits of smooth and frictionless case resolution to our entire community.

This new service will extend the benefits of centralised case management to all SWIFT financial institutions, meaning the end of bank-to-bank sequential information exchange.

Financial institutions will be able to send case status updates to the central SWIFT platform either via API, using ISO standard messages or through a simple GUI.

The community

A community of 72 financial institutions have already joined the service as early adopters, along with six application providers.

Financial institutions 

Australia and New Zealand Banking Group Bank of America
Bank of China
Bank of New York Mellon
BNP Paribas
Bank of New Zealand
China Minsheng Bank


Deutsche bank

Goldman Sachs


Industrial and Commercial Bank of China Intesa SanPaolo
IFX Payments
Japanese community (representing 60 financial institutions)

National Australia Bank

Sumitomo Mitsui Banking Corporation
Société Générale
Standard Chartered Bank
VTB Bank
Wells Fargo

Application providers 








How can I get started?

Contact your account manager

If you have any question about the service and how to get started, get in touch with your SWIFT account manager today, or contact one of the SWIFT sales representatives following the link below.

Place your e-order today

If you're ready to get started right away, click the link below and follow the ordering process. The subscription to gpi Case Resolution should be performed once at the level of your parent destination. The latter should first subscribe to SWIFT gpi.

Get started with case resolution today

Place your e-order now.