Definition and responsibility
Servicing manages a customer’s request or complaint as owned work: intake, assignment, response and closure. A saved case is evidence that the issue was raised, not evidence that an account was changed or funds refunded.How it differs from related modules
Read the module comparison map for the whole platform and the glossary for shared terms.
Planned operating duties: Customer; branch service officer; complaint officer; escalation owner. Access to these duties requires the approved institution permission matrix. The bank or authorised regulated entity owns product policy and financial outcomes. Platform operators receive no automatic customer-data, fund-movement or issuer authority.
Worked Indian example
Use the four stages below to distinguish the initial facts, the action to test, confirmed completion and the alternate result. This example exercises this module’s responsibility; related modules still own the handoffs listed above. Fictional requirements illustration, not seeded data or approved banking policy. Reference: SR-001 / debit with no ATM cash.
No real customer, regulator approval, provider connection or bank operation is asserted. Illustrative amounts have currency INR and scale 2; actual economics/authority must be supplied by the institution.
Module flow diagrams
Read each flow from top to bottom. Rectangles are actions or recorded outcomes; diamonds are decisions; labelled arrows show the next permitted route. The denial route stops the operation. The pending/unknown route keeps the original reference for investigation instead of claiming success. Each diagram corresponds to the numbered journey below. Planned workflows are shown below. Execution depends on confirmed institution policy and interface contracts.Flow 1: Submit request to retain history
Flow 2: Customer disputes closure to final response/remediation evidence
Required features
Planned functionality is listed below. Implementation requires confirmed field definitions, permissions, state transitions and product economics for the selected offering.Required configuration
Request types; routing; ownership; complaint stages; deadlines; reopening; escalation; remediation authority. Store approved values in versioned, effective-dated product/programme policy. Capture the exact configuration version used by an instruction. Missing mandatory configuration blocks the dependent action; enabling a menu cannot grant legal authority.End-to-end journey 1
Submit request → route to permitted team → acknowledge → investigate → perform separately authorised servicing → respond → close → retain history. The journey ends only when its authoritative result, customer/staff-visible result and related book or case history agree. A saved request, queue entry or HTTP acknowledgement is an intermediate state.End-to-end journey 2
Customer disputes closure → apply approved reopening/escalation rule → independent review → final response/remediation evidence. Every transition needs an authorised actor, original version and recorded reason where required. Cancellation or client disconnection does not prove server rollback. Financial corrections retain their original reference and use linked reversal/adjustment entries rather than deleting history.Interfaces and data dependencies
Approved request/complaint state policy; case ownership; action outcomes; notice delivery. Agree stable institution, product, party and operation references; source version; as-of time; completeness; status/finality; retry rules and correction handling. Where no financial posting occurs, record the administrative/case outcome instead of inventing a journal. All channel requests use server-verified identity and institution scope. Partner, branch and customer access is narrower than institution membership. Lists, details, search, exports, callbacks and files must enforce the same boundary.Current implementation and reuse
New Banking project: proposed, not built. General support is built within bounds; complaints, private notes and reassignment remain explicitly held in the old project. Reviewed legacy feature boundaries:service-requests, service-request-routing, staff-support. See the source inventory on the gap page. Legacy feature presence is a reuse candidate, not acceptance or deployment evidence for this module.
Acceptance criteria and exception scenarios
Explicit cases: Inactive case owner; foreign branch; close without response; customer cannot see private note.- Allowed success: confirm saved/output values, authoritative status and the exact approved actor/channel.
- Denial: reject foreign institution, unauthorised branch/customer/programme and revoked or expired access without information leakage.
- Reliability: prove stale-version rejection and concurrency behaviour; retryable commands apply one economic effect; unknown financial outcomes are reconciled by original reference.
- Records and usability: preserve redacted audit, monetary precision and document integrity; verify keyboard/mobile, direct links, expired sessions, Back/Forward and return navigation. Internal web navigation preserves its workspace.