Investigations are a crucial part of how our clients communicate with StoneX. Our client support team is always on hand to support if anything goes wrong with your payment or account.
Our Investigation APIs allow our clients to programmatically manage investigations related to payments on their accounts without the need of email or contact via telephone. Whether a payment has failed, was delayed, misrouted, or requires further clarification, these APIs empower your team to create, track, and resolve investigations efficiently.
Key features:
- Create Investigations: Initiate a new investigation for a specific payment or a general enquiry
- View Investigations: Retrieve details and status of open or closed investigations.
- Update Investigations: Add comments or upload files against an ongoing investigation.
- Close Investigations: Resolve and archive an investigation when completed.
Use cases:
- Additional details are required in order to deliver a payment to beneficiary
- A payment was returned without any explanation
- A beneficiary reports receiving the wrong amount
- Internal teams need to track payment related ongoing issues
File attachments:
You can also attach files to support ongoing investigations. We provide two endpoints to:
- Upload a file : Attach a file to support with an ongoing investigation
- Download a file : Download any files added by the StoneX client support team
Real-Time updates:
You can also subscribe to our new webhook events to receive real-times updates about any investigations on your account. We have added 2 new webhook event types for investigations:
- NewInvestigationCreated : You can use this to receive an update when a new investigation is created by the StoneX team on your account for any ongoing payments.
- InvestigationUpdated : You can use this to receive updates on existing investigations from StoneX.
For more details, check out our webhooks here.