Case Management

Interlace handles payment exceptions through our Interlace Console’s case management module. The case management module provides an interface to monitor and manage exceptions in the system.
Case queues are configured based on the bank and program type and alow for unique exceptions to be routed to case queues that can be worked by bank or program personnel with the ability to track status, notes and progression to closure.

Cases are typically system generated during the payment life cycle with the ability to provide notifications to personnel. However we do have some case queues for account and customer management, which can be ceated from the Console. Here are the different Case Categories:

Accounts
Customers
ACH
FedWire
FedNow

Case Types

Category	Case Type	Description	States	Approve	Reject
Accounts	Dormancy Accounts	On request from end user to change dormant account to active, create a case	Open, More Details, In Review, Closed	Reactivate the Account and Close case	Close Case without Reactivating Account
ACH	ACH Return	This case is manually created when RDFI Ops person chooses to return a posted entry back to ODFI.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the return request to be valid. Upon approving the case, outbound Return entry is sent to ACH operator.	Ops person reviews the case and deems the return request to be invalid. Upon rejecting, case is closed with no downstream file processing.
ACH	ODFI ACH Return	This case is systematically created when ODFI receives an inbound Return Entry from RDFI.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the inbound return to be valid. Upon approving the case, return is accepted, and the case is closed.	Ops person reviews the case and deems the inbound return to be invalid. Upon rejecting, outbound Dishonored Return entry is sent to ACH Operator and case is closed.
ACH	RDFI ACH Dishonored Return	This case is systematically created when RDFI receives an inbound Dishonored Return Entry from ODFI.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the inbound return to be valid. Upon approving, Dishonored Return Entry is accepted and case is closed.	Ops person reviews the case and deems the inbound return to be invalid. Upon rejecting, Outbound Contested/ Corrected Return entry is sent to ACH Operator and case is closed.
ACH	ODFI ACH Contested/Corrected Return	This case is systematically created when ODFI receives an inbound Contested/Corrected Dishonored Return Entry from RDFI.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the inbound return to be valid. Upon approving, Contested/Corrected Return Entry is accepted and case is closed.	Ops person reviews the case and deems the inbound return to be invalid. Case is closed. Any further settlement/contestation/resolution happens outside the NACHA network.
ACH	ACH Stop Payment Order	This case is systematically created when RDFI receives an inbound entry and cannot post it as there is a valid Stop Payment Order in effect.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the SPO to be valid. Upon approving, outbound Return Entry is sent to ACH Operator and case is closed.	Ops person reviews the case and deems the SPO to be invalid. Upon rejecting, entry is posted to the account and case is closed.
ACH	ACH Exception	This case is systematically created when RDFI receives an inbound entry and cannot post it for these reasons. i. R04 – Invalid Account Number Structure ii. R09 – Uncollected Funds iii. R14 – Representative Payee Deceased or Unable to Continue in That Capacity iv. R15 – Beneficiary or Account Holder Deceased v. R16 – Account Frozen	Open, More Details, In Review, Closed	Ops person reviews the case and deems the exceptions to be valid. Upon approving the case, outbound Return Entry is sent to ACH Operator and case is closed.	Ops person reviews the case and deems the exceptions to be invalid. Upon rejecting, entry is posted to the account and case is closed.
ACH	ACH Outbound Reversal Request	This case is manually created when ODFI Ops person chooses to reverse an entry of file.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the reversal request to be valid. Upon approving the case, outbound Reversal entry is sent to ACH operator and case is closed.	Ops person reviews the case and deems the reversal request to be invalid. Upon rejecting the case, case is closed.
ACH	ACH Inbound Reversal Request	This case is systematically created when RDFI receives an inbound reversal entry from ODFI.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the reversal request to be valid. Upon approving the case, reversal entry is accepted, posted to the account and case is closed.	Ops person reviews the case and deems the reversal request to be invalid. Upon rejecting, outbound Return entry is sent to ACH operator.
ACH	ACH Outbound Reclamation Request	This case is manually created when ODFI Ops person chooses to initiate a reclaim process.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the reclaim request to be valid. Upon approving, outbound Reclaim Entry is sent to ACH Operator.	Ops person reviews the case and deems the reclaim request to be invalid. Upon rejecting the case, case is closed.
ACH	ACH Inbound Reclamation Request	This case is systematically created when RDFI receives a reclaim entry.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the reversal request to be valid. Upon approving the case, reclaim entry is accepted, posted to the account and case is closed.	Ops person reviews the case and deems the reclaim request to be invalid. Upon rejecting, outbound Return entry is sent to ACH operator.
ACH	ACH Rejected Reclaim Notice	This case is systematically created when ODFI receives a Return Entry in relation to a Reclaim Entry.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the inbound return to be valid there by accepting the return entry and closing the case.	Ops person reviews the case and deems the inbound return to be invalid. Outbound Dishonored Return entry is sent to ACH operator.
ACH	ACH Notification of Change	This case is systematically created when ODFI receives an inbound entry with COR SEC Code.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the inbound COR entry to be valid. Upon approving, case is closed. Update to the Customer record will have to be done outside of Case Management.	Ops person reviews the case and deem the COR entry to be invalid. Upon rejecting, outbound Refused COR entry is sent to ACH Operator
ACH	ACH Refused Notification of Change	This case is systematically created when RDFI receives an inbound entry with COR SEC Code.	Open, More Details, In Review, Closed	Ops person reviews the case and deems that original COR entry was incorrect. Upon approving, a Correcting NOC entry is sent to ACH Operator.	Ops person reviews the case and deems that original COR entry was correct. Upon rejecting, case is closed.
ACH	ACH Acknowledgement Notice	This case is systematically created when ODFI receives an inbound entry with ACK SEC Code in relation to original CCD or CTX entries.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the inbound ACK entry to be valid. Upon approving, case is closed.	Ops person reviews the case and deems the ACK entry to be invalid. Upon rejecting, Outbound refused ACK entry is sent to ACH operator.
ACH	ACH Refused Acknowledgement Notice	This case is systematically created when RDFI receives a refused Acknowledgement entry from ODFI.	Open, More Details, In Review, Closed	Ops person reviews the case and deems that original ACK entry was incorrect. Upon approving, a Correcting ACK entry is sent to ACH Operator.	Ops person reviews the case and deems that original ACK entry was correct. Upon rejecting, case is closed.
ACH	ACH Notification of Death	This case is systematically created when RDFI receives an inbound entry with DNE SEC Code. RDFI Ops can triage the case, make necessary changes to the customer or account records and close the case.	Open, More Details, In Review, Closed	Accepts the Notice of Death and do nothing, Customer Update should happen outside of Case Management.	Reject the Notice of Death and do nothing.
ACH	ACH Customer Requested Cancellations	This case is manually created when ODFI Ops person removes an ACH Entry from an ACH file before sending the file to ACH Operator.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the reasons for removal of an entry to be valid. Upon approving, ACH entry is removed from the file.	Ops person reviews the case and deems the reasons for removal of an entry to be invalid. Upon rejecting, entry will not be removed from the file and will go to ACH Operator.
ACH	ACH OFAC Match (Originator)	This case is systematically created on ODFI. While originating an entry, if there is a OFAC match on Originator.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the reasons for OFAC match to be valid. Upon approving , entry is removed from the file and not sent to ACH Operator.	Ops person reviews the case and deems the reasons for OFAC match to be invalid. Upon rejecting, entry will not be removed from the file and will go to ACH Operator in the next batch.
ACH	ACH OFAC Match (Receiver)	This case is systematically created on ODFI. While originating an entry, if there is a OFAC match on Receiver.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the reasons for OFAC match to be valid. Upon approving , entry is removed from the file and not sent to ACH Operator	Ops person reviews the case and deems the reasons for OFAC match to be invalid. Upon rejecting, entry will not be removed from the file and will go to ACH Operator in the next batch.
ACH	ACH Program Limit Violation	Interlace Platform receives an ACH file from Program and total credit/debit $ is greater than configured limits.	Open, More Details, In Review, Closed	Ops person reviews the case and deems the configured limits to be valid. Upon approving, file violating the limits is not sent to the ACH Operator.	Ops person reviews the case and deems the configured limits should be overridden. Upon rejecting, configured program limits are bypassed and the file is sent to ACH Operator.
ACH	ACH Inbound Limit Violation	This case is created on the RDFI side when an inbound ACH payment cannot be posted due to an inbound payment limit violation.	Open, More Details, In Review, Closed	The Operations user reviews the case and, upon approval, posts the funds to the receiver’s account despite the limit violation. The case is closed.	The Operations user reviews the case and, upon rejection, the funds are returned to the ACH Operator.
Customer	Contact Info Change	This includes Name Change, Address Change or any other change to the contact information	Open, More Details, In Review, Closed	Reveiw uploaded documentation and Accept changes	Contact Info change is rejected
Customer	New External Account	This involves a manually added External Account with proof of Banking Info	Open, More Details, In Review, Closed	Activate External Account	Do not allow External Account to be added for this customer
Customer	Replace External Account	Taking an existing External Account and updating the details	Open, More Details, In Review, Closed	Activate External Account	Do not allow External Account to be added for this customer
FedWire	FedWire Outbound Request for Return	This case is manually initiated on the Debtor Agent side when a debtor requests the return of funds from a previously transmitted pacs.008 or pacs.009 payment message.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the return request is valid. Upon approval, a camt.056 message is transmitted through the Fedwire Funds Service to the creditor, and the case is closed.	The Operations user reviews the case and determines that the return request is invalid. Upon rejection, the case is closed with no downstream impact.
FedWire	FedWire Inbound Request for Return	This case is automatically created on the Creditor Agent side upon receipt of a camt.056 message from the Fedwire Funds Service.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the inbound return is valid. Upon approval, the return is accepted—either in full or in part. The case is then closed, and a camt.029 message followed by a pacs.004 is sent to the Fedwire Funds Service.	The Operations user reviews the case and determines that the inbound return is invalid. Upon rejection, the case is closed, and an outbound camt.029 message is sent to the Fedwire Funds Service with the rejection details. No pacs.004 message is transmitted.
FedWire	Fedwire Inbound Drawdown Request	This case is automatically created when the Debtor Agent receives a pain.013 drawdown request from the Fedwire Funds Service.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the drawdown request is valid. Upon approval, a debit entry is posted to the debtor’s account, a pacs.008 message is sent to the Fedwire Funds Service, and the case is closed.	The Operations user reviews the case and determines that the payment request is invalid. Upon rejection, the case is closed with no downstream funds posting or message processing.
FedWire	Fedwire Inbound Investigation Request	This case is automatically created on the Debtor Agent side upon receipt of a camt.110 message. The Operations user reviews the case and takes the appropriate action based on the information provided.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the investigation request is valid. Upon approval, the case is closed, and a camt.111-CLSD message is sent to the Fedwire Funds Service.	The Operations user reviews the case and determines that the investigation request is invalid. Upon rejection, the case is closed, and a camt.111-RJCT message is sent to the Fedwire Funds Service.
FedWire	FedWire Outbound Investigation Request	This case is manually created on the Creditor Agent side when an incoming pacs.008 message requires further review or investigation.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the investigation request is valid. Upon approval, an outbound camt.110 message is sent to the Fedwire Funds Service, and the case is closed.	The Operations user reviews the case and determines that the entry does not require further investigation. The case is closed with no downstream impact.
FedWire	Fedwire Outbound investigation Drawdown Request	This case is manually created on the Debtor Agent side when an incoming pain.013 drawdown request requires further review or investigation.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the investigation request is valid. Upon approval, an outbound camt.110 message is sent to the Fedwire Funds Service, and the case is closed.	The Operations user reviews the case and determines that the pain.013 drawdown request does not require further investigation. The case is closed with no downstream impact.
FedWire	FedWire Not Posted	This case is automatically created on the Creditor Agent side when funds cannot be posted. Common reasons include an incorrect creditor account number, a non-existent account, or a restricted account.	Open, More Details, In Review, Closed	The Operations user reviews the case and identifies the correct creditor account. Upon approval, the funds are posted to the creditor’s account, and the case is closed.	The Operations user reviews and rejects the case. The credit entry is returned to the Fedwire Funds Service, and the case is closed.
FedWire	FedWire Inbound Limit Violation	This case is created on the Creditor Agent side when an inbound Fedwire payment cannot be posted due to an inbound payment limit violation.	Open, More Details, In Review, Closed	The Operations user reviews the case and, upon approval, posts the funds to the creditor’s account despite the limit violation. The case is closed.	The Operations user reviews the case and, upon rejection, the funds are returned to the Fedwire Funds Service.
FedNow	FedNow Outbound Request for Return Case	This case is manually initiated on the Debtor Agent side when a debtor requests the return of funds from a previously transmitted pacs.008 or pacs.009 payment message.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the return request is valid. Upon approval, a camt.056 message is transmitted through the FedNow Funds Service to the creditor, and the case is closed.	The Operations user reviews the case and determines that the return request is invalid. Upon rejection, the case is closed with no downstream impact.
FedNow	FedNow Inbound Request for Return Case	This case is automatically created on the Creditor Agent side upon receipt of a camt.056 message from the FedNow Funds Service.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the inbound return is valid. Upon approval, the return is accepted—either in full or in part. The case is then closed, and a camt.029 message followed by a pacs.004 is sent to the FedNow Funds Service.	The Operations user reviews the case and determines that the inbound return is invalid. Upon rejection, the case is closed, and an outbound camt.029 message is sent to the FedNow Funds Service with the rejection details. No pacs.004 message is transmitted.
FedNow	FedNow Outbound Information Request Case	This case is manually created on the Creditor Agent side when an incoming pacs.008 message requires further review or investigation.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the investigation request is valid. Upon approval, an outbound camt.026 message is sent to the FedNow Funds Service, and the case is closed.	The Operations user reviews the case and determines that the entry does not require further investigation. The case is closed with no downstream impact.
FedNow	FedNow Inbound Information Request Case	This case is automatically created on the Debtor Agent side upon receipt of a camt.026 message. The Operations user reviews the case and takes the appropriate action based on the information provided.	Open, More Details, In Review, Closed	The Operations user reviews the case and determines that the investigation request is valid. Upon approval, the case is closed, and camt.029-IPAY and ‘corrective’ Pacs.008 messages are sent to the FedNow Funds Service	The Operations user reviews the case and determines that the investigation request is invalid. Upon rejection, the case is closed, and a camt.029-NINF message is sent to the FedNow Funds Service.
FedNow	FedNow NotPosted	This case is automatically created on the Creditor Agent side when funds cannot be posted.	Open, More Details, In Review, Closed	The Operations user reviews the case Upon approval, the funds are posted to the creditor’s account, and the case is closed.	The Operations user reviews and rejects the case. The credit entry is returned to the FedNow Funds Service, and the case is closed.
FedNow	FedNow Inbound Limit Violation	This case is created on the Creditor Agent side when an inbound FedNow payment cannot be posted due to an inbound payment limit violation.	Open, More Details, In Review, Closed	The Operations user reviews the case and, upon approval, posts the funds to the creditor’s account despite the limit violation. The case is closed.	The Operations user reviews the case and, upon rejection, the funds are returned to the FedNow Funds Service.