Playbook: Wire Not Received

An investor committed to an investment via wire transfer, but the wire hasn't arrived. This could be flagged by an ops alert (wire expired, wire escalation) or by an investor asking about their wire status.

Timeline Guide

Step-by-Step Guide

Step 1: Check the Expected Payment

1. Go to the Expected Payments section in admin
2. Find the expected payment for this investment
3. Note the status (pending, expired), creation date, and expiration date

Step 2: Assess the Timeline

Step 3: Contact the Investor

When reaching out, ask:

1. Did you send the wire? If yes, ask for the wire confirmation/reference number from their bank so you can trace it.
2. Did you see the wire instructions? They may have missed the email. Resend the portal link (never send banking details directly).
3. Are you having trouble? Some banks make wire transfers difficult, especially for first-time wire senders. Walk them through the process.
4. Have your plans changed? If they no longer want to invest, discuss cancellation.

Step 4: Common Issues and Solutions

Step 5: Handle Expired Wires

An expected payment is expired only when Modern Treasury archives it (manual operator action at MT, or our own cancel-EP service). MT's informational overdue webhook does NOT expire EPs in our system -- the EP stays pending and the wire will auto-reconcile if it arrives.

Important: even when an EP is expired, a late wire that eventually shows up will still reconcile and fund the investment automatically. The reconciliation writes a late_match audit entry on the EP so the trail is clear.

Decision tree:

1. Investor still wants to invest and confirms the wire is on the way -- do nothing, or click Re-open on the expected payment admin page if you want MT to resume auto-matching. The Re-open action calls MT's unarchive endpoint and puts the local EP back into pending. If MT refuses to unarchive (e.g. validation error), we still re-open locally and the late wire can be reconciled manually via Reconcile Payment on the investment.
2. Investor changed their mind -- cancel the investment.
3. You need a fresh EP for some other reason (different amount, different SPV) -- do NOT create a parallel EP for the same wire; use Re-open instead. Creating a duplicate EP at MT will compete with the original for matching.

What NOT to Do

• Never send banking details via email -- always direct the investor to the portal
• Don't cancel too quickly -- some investors just need a reminder or assistance with the wire process
• Don't assume they changed their mind -- many wire delays are logistical, not intentional
• Don't create a parallel expected payment for a wire that's already in flight. Use Re-open on the existing EP instead. Two competing EPs at MT will fight over the same wire and create reconciliation chaos.