Failed standing order workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Failed Standing Order Workflow

    The failed standing order workflow enables bank agents to proactively manage failed standing orders for both business and personal deposit accounts. This process allows agents to contact customers, review the situation, and implement an action plan effectively. The workflow is customizable to meet the specific needs of each organization.

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    Key Features

    • Case Playbook: Guides agents through necessary steps to fulfill customer requests related to failed standing orders.
    • API Integration: Automatically triggers a Failed standing order deposit service case upon detecting a failure, or allows deposit agents to create cases manually.
    • Action Plan Finalization: Agents can update failure reasons and choose corrective actions, which trigger subsequent tasks based on assignment rules.
    • Retry or Waive Options: Automatically generates deposit authorization tasks for retrying or waiving standing order occurrences, with agents responsible for reviewing and approving actions.
    • Child Case Creation: If modifications or cancellations are needed, the workflow creates child cases to resolve the issues efficiently.

    Key Outcomes

    By utilizing the failed standing order workflow, banks can enhance customer service by effectively managing failed transactions, ensuring timely follow-ups, and maintaining accurate records. The workflow streamlines case handling, leading to quicker resolutions and improved customer satisfaction through clear communication and tailored solutions.

    Learn how bank agents, using the failed standing order workflow, proactively contact a customer for a failed standing order for their deposit account and decide on an action plan. The workflow applies to both business and personal deposit accounts.

    The following diagram shows how the application helps bank agents handle a failed standing order for a deposit account.
    Figure 1. Failed standing order workflow example
    Workflow that shows how a failed standing order is handled using the Deposit Operations application. For the text description, refer to the workflow steps that follow.
    The deposit admin can review and customize this predefined flow based on the business needs of your organization.

    The following workflow routes the case and tasks for a failed standing order to agents in different departments. The agents log in to the Workspace to work on the tasks in their queue. The case playbook guides agents through the steps that are needed to fulfill the request.

    As a deposit agent or via an API
    If the system observes a failure in the execution of a standing order from a deposit account, an API in the backend triggers a Failed standing order deposit service case. A deposit agent can also create this case.
    As back-office agents
    • A deposit agent works with the customer and finalizes the action plan.
    • In the case playbook, the deposit agent updates the failure reason, selects an appropriate corrective action in the Initiate and review stage, and submits the application for fulfillment.

    The workflow triggers next tasks or a case based on the selected corrective action and the assignment rules route the associated case or tasks to the appropriate back-office teams.

    Retry or waive a standing order occurrence
    If the corrective action based on the customer's request is to retry or waive off the standing order occurrence, the workflow automatically generates a deposit authorization task for the deposit agent.
    • A deposit authorizer (deposit agent) reviews the case details and approves the deposit task.
    • A deposit agent retries to execute the standing order for the deposit account in the core banking system and closes the retry deposit task in the playbook.
      Note:
      The Retry deposit task is generated only for the Retry corrective action.

    The case is complete and the state and stage of the case are set to Closed Complete.

    Creating a corrective action service case
    If the corrective action is to modify or cancel the standing order, the workflow automatically creates one of the following child cases to resolve the case:
    • Modify standing order
    • Cancel standing order

    The new child deposit case then handles this issue.

    After the child case is complete, the state and the stage of the parent case (failed standing order) are set to Closed Complete.