Receive Outcome
Customer support will continue to monitor the ticket and chase for an outcome from the customer, it is dependant on how they reply, what the outcome will be. Regardless, customer support will keep us updated and if there is no reply, we can advise this in our final outcome. (If funds were protected, we can continue with steps in confluence CPR Protected Funds).
Advise Outcome
Once we know what the outcome is, we must advise the OFI/Remitting bank by the final outcome date we provided. We have a canned response for every outcome which can be used and a breakdown of the outcomes and expectations of using some of these is covered further up under ‘Outcome Categories’.
Update Spreadsheet
Lastly, we want to update our spreadsheet with the outcome for our own records and so we can ensure we are on top of all our final outcomes.
