Over 90% of all payments are processed automatically and without errors. Yet the remaining exceptions – complaints, recalls and status inquiries – consume a disproportionate amount of resources. PINQ E&I addresses exactly this challenge: fully automated, around the clock, for every type of inquiry.
International payments are growing rapidly: around 53 million SWIFT messages are now exchanged every day. And while more than 90% of transaction processes are fully automated and processed correctly, SWIFT surveys indicate that up to 5% of all payment instructions result in inquiries or complaints. At this scale, that means hundreds of thousands of exception cases every day – all of which require manual processing without automation.
As a result, resolving a single case still takes an average of 5 to 10 days, even though the underlying payment has long since been processed. This structural mismatch ties up resources, frustrates customers and increases regulatory pressure.
In addition, with SWIFT’s mandatory migration to ISO 20022, the existing free-format MT messages for E&I (MTn95, MTn96, MTn99) will be fully discontinued from November 2027. Financial institutions that are not prepared in time will no longer have a functioning inquiry system in place.
PINQ E&I covers all types of cases arising in international and European payments – from simple status inquiries to complex compliance cases.
The transition from traditional MT messages to structured ISO 20022 MX formats requires more than simple conversion. PINQ E&I acts as an intelligent central hub, abstracting the complexity of different standards (MT, MX, API) and transforming manual processes into automated workflows.
Automatic Classification Across All Input Channels | MT, ISO 20022 MX, email and API inputs are received and assigned to the appropriate case type – including free-text scanning for unstructured messages. |
|---|---|
Rule-Based Routing & Automatic Case Resolution | Business rules control prioritization, team assignment and escalation paths. Routine cases are resolved fully automatically – without manual intervention. |
Integration with SWIFT Case Manager & gpi Tracker | Direct integration with the SWIFT Case Orchestrator and gpi Tracker provides complete, real-time status transparency across all stages of the payment journey. |
Template-Based Responses & Automated Reminders | Response templates automatically populate references, amounts and value dates. Outstanding responses are automatically followed up and escalated when required. |
Electronic Case File & Complete Case History | Every case is stored in an audit-proof electronic case file with a complete message history, processing log and status history. |
Simple UI for Branches, Full Functionality for the Back Office | Branch employees can initiate cases and respond to inquiries through a simplified interface. Back-office teams have access to the full range of functionality and configurable worklists. |
| Function | Legacy MT | New (ISO 20022 MX) | Status / Deadline |
|---|---|---|---|
Request | MT195 / MT196 | camt.110 | Live in PINQ |
Response | MT199 (Free Format) | camt.111 | Live in PINQ |
Recall | MT192 / MT199 | camt.056 | Mandatory from Nov. 2026 |
Resolution | MT196 / MT199 | camt.029 | Mandatory from Nov. 2026 |
| Phase-out | All n95/n96/n99 | - | End of Nov. 2027 |
Discover in a personal consultation how PINQ E&I can transform your inquiry and complaint processes and prepare your financial institution for November 2027.
Marc Claas
Product Manager PINQ
Marc Claas
Product Manager PINQ
