Cases
Cases is a new feature in PayRecs that helps you easily manage and resolve any issues related to your international payments.
When a payment needs more information to be processed or released, PayRecs will open a Case. This gives you a clear, simple way to see what’s needed, respond quickly, and keep your payments moving.
Why Cases Matter
In the past, if a payment required clarification or extra details, your bank’s operations team would have to contact you manually. With Cases, you’ll now be notified directly through PayRecs and email notifications.
This means:
You can see exactly which payment needs attention
You can respond and upload information directly into PayRecs
Your payment can be resolved faster, avoiding unnecessary delays
When a Case Is Opened
A Case is opened when more details are needed to complete or confirm your payment. These requests can come from your bank, PayRecs’ payment partners, or the recipient’s bank.
Here are the most common reasons you might see a Case:
1. Compliance Inquiry
Sometimes regulations require additional information to verify a payment.
Examples include:
Explaining the relationship between the sender and recipient
Providing the date of birth of the account holder
Clarifying abbreviations in the payment description
Describing the purpose of the payment
2. Post-Transaction Review
Even after a payment has been delivered, more information might be requested for compliance or record-keeping.
Providing the details helps prevent future payments from being delayed or rejected.
3. Wire Details Confirmation
If your payment is still in transit, you may be asked to confirm or update the wire details.
If you update any wire information, be sure to also update your Recipient record in PayRecs so future payments go smoothly.
Process/Workflow
Here’s what happens step-by-step when a Case is opened:
PayRecs Support creates a Case for your payment.
You’ll receive an email notification explaining what’s needed.
You can respond in two ways:
Click the link in the email to go directly to the Case, or
Log in to PayRecs → go to your payment → open the Cases tab.
Enter your response and upload any supporting documents.
Submit your reply directly in PayRecs.
PayRecs Support will review your response and let you know when the issue is resolved.
If more information is needed, a follow-up Case may be opened.
Once everything is complete, you’ll receive an email confirming the Case is resolved and your payment can proceed.
Checking Case Status
Each Case has a clear status to help you track progress:
Status | Meaning |
|---|---|
In Review | PayRecs is reviewing your response. |
Waiting on Customer | We’re waiting for your information or documents. |
Resolved | The issue has been resolved — no further action is needed. |
Status Indicators on Payments
Color | Meaning |
|---|---|
🟥 Red | Payment is on hold until the Case is resolved. |
🟨 Yellow | A Case is open for this payment — action is required. |
Notifications and Staying Updated
Whenever a Case is created or resolved, you’ll receive an email notification.
You can also view all your open Cases directly in the Payments tab inside PayRecs.
If you’re working with multiple users in your company, anyone with access to the payment can see and respond to open Cases.
Tips for a Smooth Experience
Always respond as soon as possible to avoid payment delays.
Include all requested details and supporting documents in your first reply.
If wire information changes, update your recipient record to prevent future issues.
You can revisit closed Cases anytime to review past requests.
Important Note
Cases are managed at the bank level, so your bank enables this feature for all clients. You can’t turn it on or off individually — but you’ll automatically benefit from faster communication when it’s active.
Need Help?
If you have questions about a Case or need assistance, simply reply to the Case in PayRecs or contact your bank’s support team.