Swift Case Management 2.0: faster E&I handling with ISO 20022

Swift Case Management 2.0 introduces a new standard, which will become mandatory in future, for exceptions & investigations (E&I) and cancellations or stop and recall (S&R) via the Tracker BIC TRCKCHZZ. Today's bilateral, MT-based processes are therefore being replaced by a centrally orchestrated case management system. In our fact sheet we have compiled all the relevant information about the Swift Case Management 2.0 and how you can implement it.

In our fact sheet, you will learn about:

  • Standardised E&I processes based on ISO 20022
  • Faster case resolution thanks to smart routing and automated responses
  • End-to-end transparency via Swift UETR Tracker TRCKCHZZ
  • Reduced manual effort thanks to structured message formats
  • Ensured participation in future Swift target processes as of 2027
Swift Case Management 2.0: faster E&I handling with ISO 20022

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Why switch to Swift Case Management 2.0 now?

The global migration to ISO 20022 Swift is well advanced in the payments sector – in the areas of exceptions & investigations (E&I) and stop and recall (S&R) however, many institutions still work with unstructured MT messages and bilateral processes. The new Swift Case Management 2.0 puts an end to this fragmentation and introduces standardised, case-based E&I handling via the central Case Orchestrator and the stop and recall service.

At the heart of the envisioned model are structured message formats based on the MX standard: camt.110/camt.111 for E&I and camt.056/camt.029 for cancellation and stop and recall. As of November 2027, these must be addressed to the Central Orchestrator using the Tracker BIC TRCKCHZZ; MT messages and in-flow translation services will be phased out gradually.

The Swift UETR Tracker links the payment and case data end-to-end. The UETR serves as a unique identifier for the payment, whilst a separate end-to-end investigation reference (EIR) controls the case management. Smart routing, data prepopulation, automatic responses and automated status reminders significantly increase the STP rate and reduce lead times.

Institutions that implement the Swift Case Management 2.0 at an early stage will be able to make full use of the E&I and S&R functionalities, reduce operational risks and significantly improve the customer experience. Those who wait and see risk increased manual effort, regulatory gaps and structural competitive disadvantages in the correspondent banking business.

Our fact sheet provides you with the information you need to implement the Swift Case Management 2.0 at your institution.

FAQ: Swift Case Management 2.0

What is Swift Case Management 2.0?

Swift Case Management 2.0 is the ISO 20022 based, standardised procedure for exceptions & investigations, as well as stop and recall cases in the payments sector. It uses structured camt messages (e.g. camt.110/111 and camt.056/029) for interoperable case handling. The aim is to achieve automated tracking, improved data quality and centralised orchestration via tracker mechanisms.

How does Swift Case Management 2.0 differ from traditional exception & investigation approaches?

Unlike traditional E&I approaches, the Case Management 2.0 uses standardised XML schemas instead of MT-based and proprietary workarounds, richer structured data for better matching and significantly greater automation. It also enables centralised orchestration, smart routing and more consistent workflows, rather than ad hoc, manual case handling.

What does the end-to-end investigation reference (UETR) mean for tracking?

The end to end investigation reference (EIR) is the unique identifier for an investigation, which identifies the case from start to finish and thus enables an automatic assignment and the traceability of all subsequent messages.
The unique end-to-end transaction reference (UETR), on the other hand, is the unique identifier for the payment in question. When combined with information from the payment tracker, the UETR serves as the key to the centralised routing and faster troubleshooting when resolving the case.

How does smart routing work, and which parties are involved in the case process?

Smart routing works via a Case Orchestrator, which checks incoming camt messages, automatically forwards them to the relevant parties based on rules (UETR, BICs, message type, priority), performs the enrichment and validation, and manages escalations. The process involves ordering/originating banks, beneficiary/receiving banks, intermediary/correspondent banks, the Case Orchestrator/Tracker (e.g. TRCKCHZZ), SWIFT as the transport network, as well as internal operations/investigation teams and payment hubs. Responses and status updates are returned via camt responses (e.g. camt.029/camt.111).

What are the deadlines for the introduction, receipt and mandatory use of Swift Case Management 2.0?

The binding deadline is November 2027 at the latest: by then, institutions must be able to receive and process the relevant ISO 20022 case messages (camt.110/111, camt.056/029, etc.). The rollout will take place in stages (preparation → implementation → testing → go-live), and it is recommended that the readiness to receive and send case messages, as well as interoperability, be verified well in advance of the deadline.