Investigation requests
What you will learn
✅ How to process an investigation request in COS Explorer
Learn about Wires.
Before you begin
Make sure you have:
Process overview
The Respond to Service Message feature in COS Explorer helps manage incoming wire investigation requests, received as SVC 1090 messages (ISO 20022 equivalent: camt.110)
This feature enables you to submit a response to the investigation request directly within the system, ensuring consistent messaging and faster resolution.
To respond to an Investigation Request
Locate the Incoming Investigation Request.
Navigate to the relevant wire transaction in COS Explorer. This is typically an inbound SVC 1090 with a Status: Completed.
In the Payment Tasks panel on the right, click Respond to Service Message.
Enter your response
Provide detailed information such as confirmation of funds, reasons for delay, or clarification regarding the original transaction.
Best Practices
- Ensure your response matches the intent of the incoming message — whether it’s a recall request, funds confirmation, amendment, or fraud-related inquiry.
- When a return request was not received, clarify that the request should be sent through the correct message type.
- If a return request has already been processed, reference the existing response or follow the return flow using the standard dropdown (full, partial, no return).
- For funds confirmation, include the relevant IMAD and posting or return date in your response.
- If the request involves wire amendments, and the transaction cannot be updated, acknowledge accordingly.
- Use the freeform lines to provide relevant IMADs, dates, or status details concisely.
- Avoid responding to purely informational messages unless action is required.
Submit the response
Once all applicable fields are completed, click Submit.
A corresponding outbound SVC 1090 message will be generated and visible in the payment history. The response will be routed back to the requesting institution.