Workflow processing behavior

Scheduling behavior

When a claim is assigned to a workflow, all future actions are scheduled immediately.

Termination of the workflow process

The workflow process can terminate for two main reasons:

Completion of all workflow actions (A): The claim progresses through all workflow steps and reaches the archive action.
Interaction-based termination (B): The workflow process ends due to an interaction with the claim.

In both scenarios, once the workflow process ends:

Further customer interactions with the claim are disabled to prevent unsynchronized information.

A: Completion of workflow actions

The dunning process does not conclude immediately after the last communication step, but rather after the time block following the final communication expires. This time block provides the customer an additional opportunity to make payments.

B: Interaction-Based Termination

Escalation may end due to specific interactions initiated by the client, customer, or an authorized system user. These include:

Full payment: The customer pays all overdue amounts.
Dispute resolution: A dispute raised by the customer is confirmed by the client, leaving no overdue items.
Claim cancellation: The client cancels the claim for any reason through authorized actions (API, ETL, or UI).

Post-Termination System Behavior

	A: Completion of all workflow actions	B: Interaction-based termination
Disable interaction with landing page or payment	✅	✅
Remove scheduled actions associated with the claim	-	✅
Deletion of claim data	🗓️ Deletion doesn’t happens immediately, but is scheduled according to individual retention period settings	🗓️ Deletion doesn’t happens immediately, but is scheduled according to individual retention period settings

Deletion of data

Once the termination of the process is complete, the claim data must be anonymized automatically following a specified period. This duration can be customized per merchant; otherwise, a default value will be applied.