Case Management

Streamline your exceptions and investigations

Case Management

Exceptions and investigations are time-consuming and expensive. But they don’t have to be. To help put time and money back in your hands, we’ve reimagined Case Management. It’s packed full of features, including data pre-population, end-to-end tracking, and central orchestration – all supercharged by ISO 20022.

Benefits

Saving you money

By adopting Case Management, financial institutions could see an overall industry-level profit uplift of $600 million per year through a reduction of liquidity and operational costs.

Put time on your side

Streamlining your exceptions and investigations processes saves you time, allowing you to spend it on tasks that add more value to your business.

Supercharged by ISO 20022

With features supercharged by ISO 20022’s richer data, you can take your business to new heights and ensure each investigation message is clear and concise.

Offer a better customer experience

Keep your customers happy by offering an exceptional experience, even when investigations occur.

Three-year E&I transformation timeline

Payment cancellations: Today – November 2026
Financial institutions can exchange payment cancellation messages bilaterally or through Stop and Recall. This can be done over FIN or FINplus. In-flow translation capabilities are available for camt.056 and camt.029 messages received over FINplus, when exchanged bilaterally or through Stop and Recall. Stop and Recall also maps between MT and ISO 20022 messages, depending on the receiver’s configuration preferences.

Related links:
- https://www2.swift.com/knowledgecentre/publications/bsc_trck_ops/9.0?topic=con_1287847265.htm
- Basic Tracker or GPI Operations Guide for details. (GPI Operations Guide for details)
Payment cancellations: Release in November 2026

From November 2026, it will be mandatory for all financial institutions to exchange payment cancellation requests and responses through Stop and Recall. Stop and Recall will continue to support the exchange of messages sent over FIN and FINplus and map between MT and ISO 20022 messages. In-flow translation remains for camt.056 and camt.029 messages received over FINplus.
Other E&I: Today – November 2026

camt.110 and camt.111 are available to Case Management users.
Other E&I: Release in November 2026

From November 2026, it will be mandatory for all financial institutions to receive camt.110 (with an embedded MT 199) investigation requests through Case Management. In-flow translation will enable non-Case Management users to continue investigation processing through the bilateral exchange of the embedded MT 199.
Other E&I: Release in November 2027

From November 2027, it will be mandatory to send and receive investigation requests and responses through Case Management over FINplus only (camt.110/ 111). In-flow translation support will end. Formatted MT 195, MT 295, MT 196 and MT 296 will be removed. Free format MT 199 and MT 299 messages will be retired for exception and investigation purposes.

Features

Business validation checks

Automatically rejects investigations that violate business rules
Pre-check logic

Leverages payment tracker data to send automatic responses to certain requests, based on underlying payment status information
Data pre-population

Automatically fills fields using information from related transactions or investigations
Smart routing

Investigations are routed directly to the appropriate agent, reducing unnecessary message flows
Automated reminders

Automatically sends reminders to keep investigations moving
End-to-end tracking

Provides full transparency based on the end-to-end investigation reference