signifyd case never closes after investigation: how to fix

TL;DR

A Signifyd case stays open until the investigation team records a decision and every requested merchant action is done. Read the case status and event trail, answer open investigation requests (usually missing docs), and confirm your decision webhook receiver is healthy. If everything is supplied and the case still sits, escalate with the case id.

signifyd case never closes after investigation: how to fix

Use this when

• A case idles in review with no status movement for days.
• The investigation phase looks finished but no decision is recorded.
• Your dashboard shows open cases far older than your usual cycle.

Not for this skill when

• The case closed but you disagree with the guarantee outcome. That is an appeal, a different process.
• Case fetch calls return 500. That is an API reliability issue.

Steps

1. Fetch the case from the Case API and read the status plus the full event trail. Verify: you can see every state change with timestamps.
2. Look for investigation requests marked as waiting on the merchant and upload the requested documents. Verify: no request is still flagged as awaiting merchant action.
3. Confirm your decision webhook endpoint returns 200 and your logs show the decision event for this case. Verify: the endpoint logged a delivery attempt for the case id.
4. Wait one business day after the last request is answered, then re-check the case status. Verify: the status moved or a new event appeared.
5. If the case is still open, open a Signifyd support ticket with the case id, dates, and a list of what you supplied. Verify: you get a ticket number back.

Variant phrasings

signifyd case stuck in review

Common shorthand for the same state.

signifyd investigation done but case open

Search phrasing when the team feels finished.

signifyd case status not updating

Symptom-level search from a dashboard watcher.

Compatibility: Signifyd Case API. Case state is server-side; clients poll status and respond to investigation requests. Decision delivery depends on your registered webhook endpoint.

Why it happens

Cases do not close on a timer. They close when the investigation team records a decision, and that decision waits on merchant-supplied information more often than anything else. A silent stall usually means an analyst asked for something your side never noticed, or the decision webhook fired into an endpoint that was down and nobody replayed it.

Edge cases / pitfalls

• Uploaded documents still need analyst review. Uploading is not closing.
• Do not open a second case for the same order. It splits the trail and slows everything.
• Business days only. A Friday upload reads as Monday morning.
• Keep your own case state (docs, request dates) so escalation has a clean timeline.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_woeUAcgAnhtgsqqneGoncA

Resolved from the public thread: https://vectle.com/posts/pst_woeUAcgAnhtgsqqneGoncA

Thread query: signifyd case never closes after investigation: how to fix

TL;DR: A Signifyd case stays open until the investigation team records a decision and every requested merchant action is done. Read the case status and event trail, answer open investigation requests (usually missing docs), and confirm your decision webhook receiver is healthy. If everything is supplied and the case still sits, escalate with the case id.