RFI case

Audience: partners integrating with our push notification service.

Scope: events whose event value starts with v1.rfi.case.*

Version: 1.0

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1. Overview

When our review or compliance teams need additional information from a customer, they raise a Request For Information (RFI) case. An RFI bundles one or more questions and document requests that the customer must respond to before the underlying review can complete. Whenever an RFI case transitions through its lifecycle, we emit a webhook so your system can react in real-time — surface the request to the customer, track outstanding items, or escalate when a case is closed or cancelled.

This page covers case-level lifecycle events. Per-document approve/decline events on files attached to an RFI are a separate family — see RFI document.

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2. Event catalogue

Event	When it triggers
v1.rfi.case.opened	A new RFI case has been raised against the customer. The case is OPEN and awaiting customer response.
v1.rfi.case.closed	All questions are answered, all document requests are satisfied, and the case has been closed by Hubpay.
v1.rfi.case.cancelled	The case has been cancelled by Hubpay (e.g. no longer required). Customer responses are no longer needed.

All events carry relatedObjectType = rfi.case.

3. Event flow

1. Hubpay raises a new RFI case. You receive rfi.case.opened with the full item counts so you can surface the request to the customer.
2. The customer answers questions and attaches documents through the Responding to RFI endpoints.
3. Once every item is resolved and Hubpay accepts the responses, the case is closed and you receive rfi.case.closed.
4. If Hubpay decides the case is no longer needed (for example a superseded ask), the case is cancelled and you receive rfi.case.cancelled instead. No further customer action is required.

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4. Additional data

Each rfi.case.* event includes the following properties in the data object. All values are strings, including the numeric counters (questionCount, documentRequestCount) — parse them accordingly.

Field	Type	Events	Description
rfiId	string	All	UUID of the RFI case. Matches relatedObject.id.
caseNumber	string	All	Human-readable case reference (e.g. RFI-20260611-9F3A21B7). Stable for the lifetime of the case. Always present.
subjectType	string	All	What the case is about — ONBOARDING_APPLICATION or TRANSACTION.
subjectId	string	All	UUID of the subject resource (e.g. the application or transaction the case relates to).
subjectReference	string	All	Human-readable reference for the subject. Omitted when null (onboarding RFIs).
status	string	All	Case status after the transition — OPEN, CLOSED, or CANCELLED.
questionCount	string	All	Number of questions on the case (as a string).
documentRequestCount	string	All	Number of document requests on the case (as a string).
customerDisplayMessage	string	All	Free-text message from the Hubpay reviewer, safe to show the customer directly. May be empty.
closedBy	string	closed	Identifier of the reviewer that closed the case.
closedAt	string	closed	ISO-8601 timestamp the case was closed.
cancelledBy	string	cancelled	Identifier of the reviewer that cancelled the case.
cancelledAt	string	cancelled	ISO-8601 timestamp the case was cancelled.

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5. Payload examples

rfi.case.opened

{
  "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "event": "v1.rfi.case.opened",
  "accountId": "f5e6d7c8-b9a0-4321-8765-0fedcba98765",
  "createdAt": "2026-05-12T09:30:00Z",
  "data": {
    "rfiId": "11111111-1111-1111-1111-111111111111",
    "caseNumber": "RFI-20260512-9F3A21B7",
    "subjectType": "ONBOARDING_APPLICATION",
    "subjectId": "22222222-2222-2222-2222-222222222222",
    "status": "OPEN",
    "questionCount": "2",
    "documentRequestCount": "1",
    "customerDisplayMessage": "Please confirm the source of funds and upload a recent bank statement."
  },
  "relatedObject": {
    "id": "11111111-1111-1111-1111-111111111111",
    "type": "rfi.case"
  }
}

rfi.case.closed

{
  "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "event": "v1.rfi.case.closed",
  "accountId": "f5e6d7c8-b9a0-4321-8765-0fedcba98765",
  "createdAt": "2026-05-13T14:22:08Z",
  "data": {
    "rfiId": "11111111-1111-1111-1111-111111111111",
    "caseNumber": "RFI-20260512-9F3A21B7",
    "subjectType": "ONBOARDING_APPLICATION",
    "subjectId": "22222222-2222-2222-2222-222222222222",
    "status": "CLOSED",
    "questionCount": "2",
    "documentRequestCount": "1",
    "customerDisplayMessage": "Please confirm the source of funds and upload a recent bank statement.",
    "closedBy": "reviewer-7f3a",
    "closedAt": "2026-05-13T14:22:07Z"
  },
  "relatedObject": {
    "id": "11111111-1111-1111-1111-111111111111",
    "type": "rfi.case"
  }
}

rfi.case.cancelled

{
  "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "event": "v1.rfi.case.cancelled",
  "accountId": "f5e6d7c8-b9a0-4321-8765-0fedcba98765",
  "createdAt": "2026-05-13T11:00:00Z",
  "data": {
    "rfiId": "11111111-1111-1111-1111-111111111111",
    "caseNumber": "RFI-20260513-1A2B3C4D",
    "subjectType": "TRANSACTION",
    "subjectId": "33333333-3333-3333-3333-333333333333",
    "status": "CANCELLED",
    "questionCount": "1",
    "documentRequestCount": "0",
    "customerDisplayMessage": "Quick check on this transfer — please describe the purpose of the payment.",
    "cancelledBy": "reviewer-7f3a",
    "cancelledAt": "2026-05-13T10:59:55Z"
  },
  "relatedObject": {
    "id": "11111111-1111-1111-1111-111111111111",
    "type": "rfi.case"
  }
}

See the callback documentation for the full webhook envelope schema.

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6. Footnotes

Subject types and scope. v1.rfi.case.* is intentionally subject-neutral at the wire level. The family fires for every RFI case regardless of subjectType — onboarding-application RFIs and transaction RFIs both emit lifecycle events.

Per-document events. Approve/decline events for files the customer attaches to a document request are a separate family — see RFI document. The case-level family covers the case as a whole; the document family covers each attached file individually.

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