{"title":"Case management","category":"default","creationDate":1779620071,"content":"<p>For an extra layer of fraud protection, you may want to manually review a transaction before it is captured. Manual review is commonly used for:<\/p>\n<ul>\n<li>\n<p><strong>High transaction values<\/strong>: If you have very high Average Transaction Values (ATVs), you may find that the monetary loss of even a single chargeback justifies the operational costs of manual review.<\/p>\n<\/li>\n<li>\n<p><strong>Expanding into high-risk markets:<\/strong> If you expand to a high-risk region, it is a good idea to manually review transactions to minimize fraudulent payments.<\/p>\n<\/li>\n<\/ul>\n<p>A transaction is sent to case management for manual review when it matches the criteria that you define. The case will contain the payment details, the available risk information like shopper DNA and risk results, and fraud control options. A reviewer then accesses the case in the Customer Area and accepts or rejects the transaction.<\/p>\n<h2>Requirements<\/h2>\n<p>Before you begin, take into account the following requirements and limitations.<\/p>\n<table>\n<thead>\n<tr>\n<th style=\"text-align: left;\">Requirement<\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"text-align: left;\"><strong>Integration type<\/strong><\/td>\n<td style=\"text-align: left;\">Make sure that you have built an <a href=\"\/online-payments\/build-your-integration\/\">online payments integration<\/a>, that <a href=\"\/risk-management\/configure-risk-settings\/\">risk is enabled<\/a>, and that you have enabled <a href=\"\/risk-management\/configure-risk-settings\/#risk-general\">premium features<\/a>.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong><a href=\"\/account\/user-roles\/#risk\">Customer Area roles<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">Make sure that you have one of the following role(s): <ul><li markdown=\"1\"><strong>Merchant Manual Review<\/strong><\/li><li markdown=\"1\"><strong>Risk admin<\/strong><\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Limitations<\/strong><\/td>\n<td style=\"text-align: left;\">Case management is only available when you enable premium features. <br><br><a href=\"\/get-started-with-adyen\/adyen-glossary\/#zero-value-auth\">Zero-value auth<\/a> transactions cannot be sent to case management.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Setup steps<\/strong><\/td>\n<td style=\"text-align: left;\">Before you begin: <ul><li markdown=\"1\">Set up <a href=\"\/risk-management\/\">risk management<\/a>.<\/li><li markdown=\"1\">Configure and enable <a href=\"\/development-resources\/webhooks\/\">webhooks<\/a>.<\/li><\/ul><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 id=\"implementing-manual-review\">How case management works<\/h2>\n<ol>\n<li>\n<p>Prepare for manual review. Configure case management settings, configure custom risk rules, and enable risk results in the API response and webhooks:<\/p>\n<ul>\n<li><a href=\"#set-roles\">Set user roles<\/a>.<\/li>\n<li><a href=\"#set-triggers\">Set a trigger for manual review<\/a>.<\/li>\n<li><a href=\"#case-management-settings\">Configure actions and webhooks<\/a> that need to take place when a decision is made in case management.<\/li>\n<li>Include the <code>fraudResultType<\/code> field within the <code>additionalData<\/code> object in the <a href=\"\/risk-management\/handle-risk-rule-notifications#risk-result-enable\">API response and webhooks<\/a>. <\/li>\n<\/ul>\n<\/li>\n<li>\n<p>Check whether the payment is in manual review. If the payment is in manual review, you will receive a <code>fraudResultType<\/code>: <strong>AMBER<\/strong> in the <code>additionalData<\/code> of:<\/p>\n<ul>\n<li>the payment response.<\/li>\n<li>the  <a href=\"https:\/\/docs.adyen.com\/api-explorer\/Webhooks\/latest\/post\/AUTHORISATION\" class=\"codeLabel  external-link no-image\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">AUTHORISATION<\/a> webhook.\n<div class=\"notices yellow\">\n<p>For PayPal, you will only receive <code>fraudResultType<\/code>: <strong>AMBER<\/strong> in the AUTHORISATION webhook, not in the payment response.<\/p>\n<\/div><\/li>\n<\/ul>\n<p>This means the payment was authorized but not auto-captured, and was set aside for manual review.<\/p>\n<\/li>\n<li>\n<p>In your system, implement additional logic based on whether a transaction is in manual review. For example, you can delay shipment until the manual review has occurred.<\/p>\n<\/li>\n<li>\n<p>Manually <a href=\"#review-cases\">review the transaction<\/a> in the Customer Area and decide whether to accept or reject the transaction. The actions and webhooks you configured, will now take place.<\/p>\n<\/li>\n<li>\n<p>Use the asynchronous webhooks with <code>eventCode<\/code> MANUAL_REVIEW_ACCEPT or MANUAL_REVIEW_REJECT to update the status of the order in your system.<\/p>\n<\/li>\n<\/ol>\n<h2 id=\"set-roles\">Set user roles<\/h2>\n<p>To add user roles in your <a href=\"https:\/\/ca-live.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>:<\/p>\n<ol>\n<li>Go to <strong>Account<\/strong> &gt; <strong>Users<\/strong>.<\/li>\n<li>Select the user that you want to add a role to.<\/li>\n<li>In the <strong>Roles<\/strong> list, enable the <strong>Merchant Manual Review<\/strong> role or the <strong>Risk Admin<\/strong> role.<\/li>\n<li>Select <strong>Save<\/strong>.<\/li>\n<\/ol>\n<h2 id=\"set-triggers\">Set a trigger for manual review<\/h2>\n<p>You create one or more <a href=\"\/risk-management\/configure-your-risk-profile\/custom-rules#create-a-custom-rule\">custom risk rules<\/a> with the <strong>Review<\/strong> action to send transactions to case management.<\/p>\n<p>For example, you can create a review rule that triggers if the transaction amount is over EUR&nbsp;1000.<\/p>\n<p>If the transaction is blocked by risk, for example because another custom risk rule triggered, the transaction is refused and does not get sent to case management.<\/p>\n<div class=\"notices yellow\">\n<p>If you have enabled <a href=\"#case-management-settings\">capture delay for case management<\/a> in your risk settings, you have up to seven calendar days to reject a transaction after it was sent to case management for manual review. If you do nothing, the transaction is automatically accepted, and the funds are captured based on your <a href=\"\/online-payments\/capture\">capture<\/a> settings. The corresponding case is logged as expired.<\/p>\n<\/div>\n<h2 id=\"case-management-settings\">Configure actions and webhooks<\/h2>\n<p>In your Customer Area, you can define the automatic action that needs take place and the webhook that you want to receive when a case is accepted or rejected during the manual review, or has expired.<\/p>\n<p>In your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>, on your company account:<\/p>\n<ol>\n<li>Go to <strong>Revenue &amp; risk<\/strong> &gt; <strong>Settings<\/strong> &gt; <strong>Go to risk settings<\/strong>.<\/li>\n<li>Go to <strong>Global settings<\/strong> &gt; <strong>Case management<\/strong>.<\/li>\n<li>Configure your preferred case management settings:\n<ul>\n<li><a href=\"#case-management-capture-delay\">Capture delay<\/a><\/li>\n<li><a href=\"#modifications\">Select modifications<\/a><\/li>\n<li><a href=\"#notifications\">Receive webhooks<\/a><\/li>\n<\/ul><\/li>\n<\/ol>\n<h3 id=\"case-management-capture-delay\">Capture delay<\/h3>\n<p>If you use <a href=\"\/online-payments\/capture\">automatic capture<\/a> with or without a capture delay, but want to have more time to manually review payments, you can enable a separate capture delay for transactions that are sent to case management.<\/p>\n<p>When you enable this setting, the default capture delay for transactions sent to case management is set to seven days, the day after the case expires.<\/p>\n<p>If you use <a href=\"\/online-payments\/capture#manual-capture\">manual capture<\/a>, you have to manually capture the payment if you accept the transaction.<\/p>\n<h3 id=\"modifications\">Select modifications<\/h3>\n<p>At the time of manual review, the transaction has already been authorized by the issuing bank. From there, the <strong>Case Management behavior<\/strong> settings determine if the payment is automatically captured, refunded, or canceled when the case is accepted, rejected, or expired.<\/p>\n<ul>\n<li>\n<p><strong>Accept<\/strong> - Select the modification when the case is accepted during manual review:<\/p>\n<ul>\n<li>Capture: The payment is captured.<\/li>\n<li>\n<p>None: The payment is not modified.<\/p>\n<!-- list separator -->\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Reject<\/strong> - Select the modification when the case is rejected during manual review:<\/p>\n<ul>\n<li>Cancel: The payment is canceled or refunded, whichever is appropriate for the payment method.<\/li>\n<li>\n<p>None: The payment is not modified.<\/p>\n<!-- list separator -->\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Expire<\/strong> - Select the modification when the case has expired:<\/p>\n<ul>\n<li>Capture: The payment is captured.<\/li>\n<li>Cancel: The payment is canceled or refunded, whichever is appropriate for the payment method.<\/li>\n<li>\n<p>None: The payment is not modified.<\/p>\n<!-- list separator -->\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div class=\"notices blue\">\n<p>If the payment for an open case is captured, canceled, or refunded outside of case management, the case will be closed.<\/p>\n<\/div>\n<h3 id=\"notifications\">Receive webhooks<\/h3>\n<p>You can configure the <strong>Case Management behavior<\/strong> settings to receive webhooks when a case is accepted, rejected, or expired.<\/p>\n<ul>\n<li>\n<p><strong>Accept<\/strong> - Select the <strong>Send notification<\/strong> checkbox to receive a webhook with <code>eventCode<\/code>  <a href=\"https:\/\/docs.adyen.com\/api-explorer\/Webhooks\/latest\/post\/MANUAL_REVIEW_ACCEPT\" class=\"codeLabel  external-link no-image\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">MANUAL_REVIEW_ACCEPT<\/a> when the case is accepted during manual review.<\/p>\n<\/li>\n<li>\n<p><strong>Reject<\/strong> - Select the <strong>Send notification<\/strong> checkbox to receive a webhook with <code>eventCode<\/code>  <a href=\"https:\/\/docs.adyen.com\/api-explorer\/Webhooks\/latest\/post\/MANUAL_REVIEW_REJECT\" class=\"codeLabel  external-link no-image\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">MANUAL_REVIEW_REJECT<\/a> when the case is rejected during manual review.<\/p>\n<\/li>\n<li>\n<p><strong>Expire<\/strong> - Select a <strong>Notification<\/strong> option:<\/p>\n<ul>\n<li><strong>Accept<\/strong>: Receive a webhook with <code>eventCode<\/code>  <a href=\"https:\/\/docs.adyen.com\/api-explorer\/Webhooks\/latest\/post\/MANUAL_REVIEW_ACCEPT\" class=\"codeLabel  external-link no-image\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">MANUAL_REVIEW_ACCEPT<\/a> when the case has expired and the account is configured to capture upon expiration.<\/li>\n<li><strong>Reject<\/strong>: Receive a webhook with <code>eventCode<\/code>  <a href=\"https:\/\/docs.adyen.com\/api-explorer\/Webhooks\/latest\/post\/MANUAL_REVIEW_REJECT\" class=\"codeLabel  external-link no-image\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">MANUAL_REVIEW_REJECT<\/a> when the case has expired and the account is configured to cancel upon expiration.<\/li>\n<li>\n<p><strong>None<\/strong>: No webhook is sent when the case has expired.<\/p>\n<!-- list separator -->\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>It is important to implement additional logic to process rejections. For example, you can notify the warehouse to not ship the goods in question. In the case of digital goods, you can choose to have the user's account disabled.<\/p>\n<p>Here is an example webhook indicating the result of the manual review in the <code>eventCode<\/code> field.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 52000\n            },\n            \"eventCode\" : \"MANUAL_REVIEW_ACCEPT\",\n            \"eventDate\" : \"2020-07-15T11:06:15+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE_FOR_THIS_PAYMENT\",\n            \"originalReference\" : \"JDD6LKT8MBLZNN84\",\n            \"paymentMethod\" : \"mc\",\n            \"pspReference\" : \"MKR8T9CRT65ZGN15\",\n            \"reason\" : \"accept\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"review-cases\">Review cases<\/h2>\n<p>The case management queue lets you manually review cases, assign cases to reviewers, and accept or reject cases.<\/p>\n<h3 id=\"access-the-manual-review-queue\">Access the case management queue<\/h3>\n<p>In your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>:<\/p>\n<ol>\n<li>Go to <strong>Revenue &amp; risk<\/strong> &gt; <strong>Case Management<\/strong>.<\/li>\n<li>Select a list of cases:\n<ul>\n<li><strong>Open cases<\/strong>: A list of assigned or unassigned cases that are not closed (not yet accepted or rejected).<\/li>\n<li><strong>My cases<\/strong>: Cases assigned to you.<\/li>\n<li><strong>Closed cases<\/strong>: Cases that are accepted or rejected, or that have expired.<\/li>\n<\/ul><\/li>\n<\/ol>\n<p><img alt=\"Case management queue overview showing open, assigned, and closed cases.\" src=\"\/user\/pages\/docs\/10.risk-management\/16.case-management\/CM_Overview.png\" \/><\/p>\n<h3 id=\"assign-reviews\">Assign reviews<\/h3>\n<p>Assign reviews to specific reviewers to avoid duplication or overlap of effort:<\/p>\n<ol>\n<li><a href=\"#access-the-manual-review-queue\">Access the case management queue<\/a>.<\/li>\n<li>Select the checkbox to the left of the PSP references of cases you want to assign.<br \/>\nAt the bottom of the list of cases, options become available to assign, accept, and reject.<\/li>\n<li>In the <strong>Assign to<\/strong> drop-down list, select the user who you want to assign the selected cases to.<\/li>\n<li>Select <strong>Confirm.<\/strong><br \/>\nThe page refreshes, and the name of the assignee is listed in the <strong>Assigned to<\/strong> column. If a case is assigned to you, it is now listed under <strong>My cases<\/strong>.<\/li>\n<\/ol>\n<h3>Use case details to review a case<\/h3>\n<p>When you select a case for review, the <strong>Case details<\/strong> page opens. On this page, you can view details to help determine if you should accept or reject the transaction, such as:<\/p>\n<ul>\n<li><strong>Risk results<\/strong> and other risk details. For example, you can see which custom risk rule triggered case management.<\/li>\n<li><strong>Shopper details<\/strong> such as <a href=\"#shopper-dna\">shopper DNA<\/a>. Looking at the shopper DNA visualization can be useful for manual review.<\/li>\n<\/ul>\n<h4 id=\"shopper-dna\">Review shopper DNA<\/h4>\n<p>To see the shopper DNA visualization, select <strong>Shopper details<\/strong> &gt; <strong>See shopper DNA<\/strong> in the <strong>Payment details<\/strong> or in the <strong>Case details<\/strong> page. The visualization is also displayed on the bottom of the <strong>Case details<\/strong> page.<\/p>\n<div class=\"notices green\">\n<p>The visualization contains shopper DNA data from shoppers for all merchant accounts within your company.<\/p>\n<\/div>\n<div class=\"notices green\">\n<p>Shopper attributes such as email addresses and IP addresses are masked by default. To view unmasked shopper details, your user must have the <strong>Merchant view PII<\/strong> <a href=\"\/account\/user-roles\">user role<\/a>.<\/p>\n<\/div>\n<p><img alt=\"Shopper DNA visualization showing linked shopper attributes and transaction breakdowns.\" src=\"\/user\/pages\/docs\/10.risk-management\/16.case-management\/SDNA_Oilsplash.png\" \/><\/p>\n<p>The visualization contains:<\/p>\n<ul>\n<li>A breakdown of the transactions for each attribute type, such as the total number of transactions, the value of transactions, and the payment statuses (refused, disputed, or authorized).<\/li>\n<li>A breakdown of distinct attributes for a shopper, and how these attributes are linked together. Examples of attributes are email addresses, credit card numbers, or IP addresses.<\/li>\n<li>The ability to trace an attribute to the various transactions that used it. Select an attribute to view the transactions.<\/li>\n<\/ul>\n<h3 id=\"accept-or-reject-payments\">Accept or reject payments<\/h3>\n<p>You can accept or reject payments either from the opened case, or from the list of cases.<\/p>\n<ol>\n<li>\n<p><a href=\"#access-the-manual-review-queue\">Access the case management queue<\/a>.<\/p>\n<\/li>\n<li>\n<p>In the list, either click on the case to open it and see all details, or select the checkbox next to the PSP reference of the case.<\/p>\n<div class=\"sc-notice info\"><div>\n<p>To accept or reject several payments at once, select multiple checkboxes.<\/p>\n<\/div><\/div>\n<\/li>\n<li>\n<p>Select <strong>Accept<\/strong> to accept the payment(s) or <strong>Reject<\/strong> to reject the payment(s).<\/p>\n<\/li>\n<\/ol>\n<h3 id=\"change-the-decision-on-past-reviews\">Update status on past reviews<\/h3>\n<p>After a decision is made in a case, the payment moves from the <strong>Open cases<\/strong> list to the <strong>Closed cases<\/strong> list.<\/p>\n<p>To update the status of a closed case:<\/p>\n<ol>\n<li><a href=\"#access-the-manual-review-queue\">Access the case management queue<\/a>.<\/li>\n<li>Select <strong>Closed cases<\/strong>.<\/li>\n<li>Select the case from the list.<\/li>\n<li>Under <strong>Case Details<\/strong>, select the <strong>Manual status<\/strong> drop down.<br \/>\n<img alt=\"Manual status drop-down with Fraud and Genuine options.\" src=\"\/images\/9\/4\/8\/6\/4\/948642e941b559a2bb94dd7073194bac9126f926-cmstatus.png\" \/><\/li>\n<li>Select either <strong>Fraud<\/strong> or <strong>Genuine.<\/strong><\/li>\n<\/ol>\n<p>If the transaction was canceled because the case was rejected during manual review, this is a permanent decision that cannot be reversed. However, it is still important to document the proper status for a manual review, because it enables reviewers to take this into account in future decisions to accept or reject payments.<\/p>\n<h2>See also<\/h2>\n<div class=\"see-also-links output-inline\" id=\"see-also\">\n<ul><li><a href=\"\/development-resources\/webhooks\"\n                        target=\"_self\"\n                        >\n                    Webhooks\n                <\/a><\/li><li><a href=\"\/development-resources\/webhooks\/webhook-types\/additional-settings\"\n                        target=\"_self\"\n                        >\n                    Additional settings webhooks\n                <\/a><\/li><li><a href=\"\/risk-management\/configure-risk-settings\"\n                        target=\"_self\"\n                        >\n                    Configure risk settings\n                <\/a><\/li><li><a href=\"\/risk-management\/create-a-risk-profile\"\n                        target=\"_self\"\n                        >\n                    Create and assign risk profiles\n                <\/a><\/li><li><a href=\"\/risk-management\/configure-your-risk-profile\"\n                        target=\"_self\"\n                        >\n                    Configure your risk profile\n                <\/a><\/li><li><a href=\"\/risk-management\/configure-your-risk-profile\/custom-rules\"\n                        target=\"_self\"\n                        >\n                    Configure custom rules\n                <\/a><\/li><\/ul><\/div>\n","url":"https:\/\/docs.adyen.com\/risk-management\/case-management","articleFields":{"description":"Manually review a transaction before it is captured, as a second layer of enforcement on top of risk rules.","feedback_component":true,"id":"24218107","type":"page","_expandable":{"operations":""},"status":"current","last_edit_on":"12-10-2021 17:36"},"algolia":{"url":"https:\/\/docs.adyen.com\/risk-management\/case-management","title":"Case management","content":"For an extra layer of fraud protection, you may want to manually review a transaction before it is captured. Manual review is commonly used for:\n\n\nHigh transaction values: If you have very high Average Transaction Values (ATVs), you may find that the monetary loss of even a single chargeback justifies the operational costs of manual review.\n\n\nExpanding into high-risk markets: If you expand to a high-risk region, it is a good idea to manually review transactions to minimize fraudulent payments.\n\n\nA transaction is sent to case management for manual review when it matches the criteria that you define. The case will contain the payment details, the available risk information like shopper DNA and risk results, and fraud control options. A reviewer then accesses the case in the Customer Area and accepts or rejects the transaction.\nRequirements\nBefore you begin, take into account the following requirements and limitations.\n\n\n\nRequirement\nDescription\n\n\n\n\nIntegration type\nMake sure that you have built an online payments integration, that risk is enabled, and that you have enabled premium features.\n\n\nCustomer Area roles\nMake sure that you have one of the following role(s): Merchant Manual ReviewRisk admin\n\n\nLimitations\nCase management is only available when you enable premium features. Zero-value auth transactions cannot be sent to case management.\n\n\nSetup steps\nBefore you begin: Set up risk management.Configure and enable webhooks.\n\n\n\nHow case management works\n\n\nPrepare for manual review. Configure case management settings, configure custom risk rules, and enable risk results in the API response and webhooks:\n\nSet user roles.\nSet a trigger for manual review.\nConfigure actions and webhooks that need to take place when a decision is made in case management.\nInclude the fraudResultType field within the additionalData object in the API response and webhooks. \n\n\n\nCheck whether the payment is in manual review. If the payment is in manual review, you will receive a fraudResultType: AMBER in the additionalData of:\n\nthe payment response.\nthe  AUTHORISATION webhook.\n\nFor PayPal, you will only receive fraudResultType: AMBER in the AUTHORISATION webhook, not in the payment response.\n\n\nThis means the payment was authorized but not auto-captured, and was set aside for manual review.\n\n\nIn your system, implement additional logic based on whether a transaction is in manual review. For example, you can delay shipment until the manual review has occurred.\n\n\nManually review the transaction in the Customer Area and decide whether to accept or reject the transaction. The actions and webhooks you configured, will now take place.\n\n\nUse the asynchronous webhooks with eventCode MANUAL_REVIEW_ACCEPT or MANUAL_REVIEW_REJECT to update the status of the order in your system.\n\n\nSet user roles\nTo add user roles in your Customer Area:\n\nGo to Account &gt; Users.\nSelect the user that you want to add a role to.\nIn the Roles list, enable the Merchant Manual Review role or the Risk Admin role.\nSelect Save.\n\nSet a trigger for manual review\nYou create one or more custom risk rules with the Review action to send transactions to case management.\nFor example, you can create a review rule that triggers if the transaction amount is over EUR&nbsp;1000.\nIf the transaction is blocked by risk, for example because another custom risk rule triggered, the transaction is refused and does not get sent to case management.\n\nIf you have enabled capture delay for case management in your risk settings, you have up to seven calendar days to reject a transaction after it was sent to case management for manual review. If you do nothing, the transaction is automatically accepted, and the funds are captured based on your capture settings. The corresponding case is logged as expired.\n\nConfigure actions and webhooks\nIn your Customer Area, you can define the automatic action that needs take place and the webhook that you want to receive when a case is accepted or rejected during the manual review, or has expired.\nIn your Customer Area, on your company account:\n\nGo to Revenue &amp; risk &gt; Settings &gt; Go to risk settings.\nGo to Global settings &gt; Case management.\nConfigure your preferred case management settings:\n\nCapture delay\nSelect modifications\nReceive webhooks\n\n\nCapture delay\nIf you use automatic capture with or without a capture delay, but want to have more time to manually review payments, you can enable a separate capture delay for transactions that are sent to case management.\nWhen you enable this setting, the default capture delay for transactions sent to case management is set to seven days, the day after the case expires.\nIf you use manual capture, you have to manually capture the payment if you accept the transaction.\nSelect modifications\nAt the time of manual review, the transaction has already been authorized by the issuing bank. From there, the Case Management behavior settings determine if the payment is automatically captured, refunded, or canceled when the case is accepted, rejected, or expired.\n\n\nAccept - Select the modification when the case is accepted during manual review:\n\nCapture: The payment is captured.\n\nNone: The payment is not modified.\n\n\n\n\n\nReject - Select the modification when the case is rejected during manual review:\n\nCancel: The payment is canceled or refunded, whichever is appropriate for the payment method.\n\nNone: The payment is not modified.\n\n\n\n\n\nExpire - Select the modification when the case has expired:\n\nCapture: The payment is captured.\nCancel: The payment is canceled or refunded, whichever is appropriate for the payment method.\n\nNone: The payment is not modified.\n\n\n\n\n\n\nIf the payment for an open case is captured, canceled, or refunded outside of case management, the case will be closed.\n\nReceive webhooks\nYou can configure the Case Management behavior settings to receive webhooks when a case is accepted, rejected, or expired.\n\n\nAccept - Select the Send notification checkbox to receive a webhook with eventCode  MANUAL_REVIEW_ACCEPT when the case is accepted during manual review.\n\n\nReject - Select the Send notification checkbox to receive a webhook with eventCode  MANUAL_REVIEW_REJECT when the case is rejected during manual review.\n\n\nExpire - Select a Notification option:\n\nAccept: Receive a webhook with eventCode  MANUAL_REVIEW_ACCEPT when the case has expired and the account is configured to capture upon expiration.\nReject: Receive a webhook with eventCode  MANUAL_REVIEW_REJECT when the case has expired and the account is configured to cancel upon expiration.\n\nNone: No webhook is sent when the case has expired.\n\n\n\n\n\nIt is important to implement additional logic to process rejections. For example, you can notify the warehouse to not ship the goods in question. In the case of digital goods, you can choose to have the user's account disabled.\nHere is an example webhook indicating the result of the manual review in the eventCode field.\n{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 52000\n            },\n            \"eventCode\" : \"MANUAL_REVIEW_ACCEPT\",\n            \"eventDate\" : \"2020-07-15T11:06:15+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE_FOR_THIS_PAYMENT\",\n            \"originalReference\" : \"JDD6LKT8MBLZNN84\",\n            \"paymentMethod\" : \"mc\",\n            \"pspReference\" : \"MKR8T9CRT65ZGN15\",\n            \"reason\" : \"accept\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\nReview cases\nThe case management queue lets you manually review cases, assign cases to reviewers, and accept or reject cases.\nAccess the case management queue\nIn your Customer Area:\n\nGo to Revenue &amp; risk &gt; Case Management.\nSelect a list of cases:\n\nOpen cases: A list of assigned or unassigned cases that are not closed (not yet accepted or rejected).\nMy cases: Cases assigned to you.\nClosed cases: Cases that are accepted or rejected, or that have expired.\n\n\n\nAssign reviews\nAssign reviews to specific reviewers to avoid duplication or overlap of effort:\n\nAccess the case management queue.\nSelect the checkbox to the left of the PSP references of cases you want to assign.\nAt the bottom of the list of cases, options become available to assign, accept, and reject.\nIn the Assign to drop-down list, select the user who you want to assign the selected cases to.\nSelect Confirm.\nThe page refreshes, and the name of the assignee is listed in the Assigned to column. If a case is assigned to you, it is now listed under My cases.\n\nUse case details to review a case\nWhen you select a case for review, the Case details page opens. On this page, you can view details to help determine if you should accept or reject the transaction, such as:\n\nRisk results and other risk details. For example, you can see which custom risk rule triggered case management.\nShopper details such as shopper DNA. Looking at the shopper DNA visualization can be useful for manual review.\n\nReview shopper DNA\nTo see the shopper DNA visualization, select Shopper details &gt; See shopper DNA in the Payment details or in the Case details page. The visualization is also displayed on the bottom of the Case details page.\n\nThe visualization contains shopper DNA data from shoppers for all merchant accounts within your company.\n\n\nShopper attributes such as email addresses and IP addresses are masked by default. To view unmasked shopper details, your user must have the Merchant view PII user role.\n\n\nThe visualization contains:\n\nA breakdown of the transactions for each attribute type, such as the total number of transactions, the value of transactions, and the payment statuses (refused, disputed, or authorized).\nA breakdown of distinct attributes for a shopper, and how these attributes are linked together. Examples of attributes are email addresses, credit card numbers, or IP addresses.\nThe ability to trace an attribute to the various transactions that used it. Select an attribute to view the transactions.\n\nAccept or reject payments\nYou can accept or reject payments either from the opened case, or from the list of cases.\n\n\nAccess the case management queue.\n\n\nIn the list, either click on the case to open it and see all details, or select the checkbox next to the PSP reference of the case.\n\nTo accept or reject several payments at once, select multiple checkboxes.\n\n\n\nSelect Accept to accept the payment(s) or Reject to reject the payment(s).\n\n\nUpdate status on past reviews\nAfter a decision is made in a case, the payment moves from the Open cases list to the Closed cases list.\nTo update the status of a closed case:\n\nAccess the case management queue.\nSelect Closed cases.\nSelect the case from the list.\nUnder Case Details, select the Manual status drop down.\n\nSelect either Fraud or Genuine.\n\nIf the transaction was canceled because the case was rejected during manual review, this is a permanent decision that cannot be reversed. However, it is still important to document the proper status for a manual review, because it enables reviewers to take this into account in future decisions to accept or reject payments.\nSee also\n\n\n                    Webhooks\n                \n                    Additional settings webhooks\n                \n                    Configure risk settings\n                \n                    Create and assign risk profiles\n                \n                    Configure your risk profile\n                \n                    Configure custom rules\n                \n","type":"page","locale":"en","boost":18,"hierarchy":{"lvl0":"Home","lvl1":"Risk management","lvl2":"Case management"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/risk-management","lvl2":"\/risk-management\/case-management"},"levels":3,"category":"Risk Management","category_color":"green","tags":["management"]},"articleFiles":{"CM_Overview.png":"<img alt=\"\" src=\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/16.case-management\/CM_Overview.png\" \/>","CM_Status.png":"<img alt=\"\" src=\"https:\/\/docs.adyen.com\/images\/a\/8\/6\/7\/6\/a8676aa57f2d0bea6b925bc0631f43efd9b83b99-cmstatus.png\" \/>","SDNA_Force.png":"<img alt=\"\" src=\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/16.case-management\/SDNA_Force.png\" \/>","SDNA_Oilsplash.png":"<img alt=\"\" src=\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/16.case-management\/SDNA_Oilsplash.png\" \/>","SDNA_Timeline.png":"<img alt=\"\" src=\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/16.case-management\/SDNA_Timeline.png\" \/>"}}