Designing breach settlement payment inquiry and where-is-my-payment UI in Figma: INQ-PAY-*, WIMP-* self-service, and call-center deflection

Quick answer

Payment inquiry UI answers “where is my money?” without leaking other claimants’ data or forcing every caller through a 45-minute hold. Design WIMP- guided self-service* on the status portal that branches on disbursement state (queued, exported, in transit, settled, returned), INQ-PAY- tickets* when automation cannot resolve, and agent consoles that show the same timeline—not a different spreadsheet. Surface expected dates from distribution schedule and hold release, link PROOF-PAY- download* only after bank confirmation, and route RET- returns* to reissue flows. Start from the Figma guides hub and pair with call center scripts, notification timeline, and forms.

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Who this is for

• Product designers reducing payment-status volume after large disbursement waves.
• Claims administrators who need INQ-PAY-* queues tied to CLM-* and PAY-* truth.
• Support leads aligning WIMP-* copy with court-approved language and notice FAQ tone.

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WIMP-* self-service flow overview

WhereIsMyPayment — WIMP-4412 · CLM-992-44102 · Session: authenticated
├── Entry points:
│   ├── Status portal CTA “Payment question”
│   ├── [NOTIF-PAY-*](/designing-breach-settlement-hold-release-notifications-and-claimant-payment-timeline-ui-in-figma/) deep link
│   ├── [Call center](/designing-breach-settlement-call-center-and-agent-script-ui-in-figma/) SMS self-service link
│   └── Post-login banner during active WAVE-*
├── Branch resolver (read-only backend):
│   ├── No PAY-* yet → explain [GATE-PAY-*](/designing-breach-settlement-disbursement-hold-release-and-payment-gate-ui-in-figma/) holds
│   ├── PAY-* pending export → NACHA batch ETA · no trace yet
│   ├── Exported · not SETTLED → “In transit” + rail-specific copy
│   ├── SETTLED → [PROOF-PAY-*](/designing-breach-settlement-proof-of-payment-and-remittance-advice-ui-in-figma/) + trace last-4
│   ├── RET-* open → [reissue wizard](/designing-breach-settlement-returned-payment-and-reissue-ui-in-figma/)
│   └── CLAW-* hold → neutral explanation · no amount speculation
├── ID namespace:
│   ├── WIMP-* (session) · INQ-PAY-* (ticket)
│   ├── ANS-PAY-* (automated response artifact)
│   ├── SCR-WIMP-* (call script segment)
│   └── LOG-INQ-* (audit)
└── Escalation:
    ├── Auto-create INQ-PAY-* when user clicks “Still need help”
    └── Fraud flag → [IDV step-up](/designing-breach-settlement-claimant-identity-reverification-and-step-up-ui-in-figma/) before showing trace

Claimant state	WIMP-* headline	Primary action
Awaiting wave	“Your payment is scheduled”	View timeline
In transit	“Sent · may take 3–7 business days”	Rail FAQ accordion
Settled	“Payment completed”	Download proof
Returned	“We could not deliver funds”	Fix payee details
Disputed	“Under review”	Link disputes · no ETA promise

Verdict: WIMP- must read the same PAY- state machine as ops**—never show “paid” before SETTLED-* from trace matching.

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INQ-PAY-* ticket and agent console UI

PaymentInquiry — INQ-PAY-992-8842 · clm_id: CLM-992-44102 · Source: WIMP-4412
├── Ticket fields:
│   ├── inq_id (INQ-PAY-*)
│   ├── clm_id · pay_id (optional) · wave_id
│   ├── category_enum (timing · amount · method · not_received · tax · other)
│   ├── claimant_message (free text · PII scan)
│   ├── auto_ANS-PAY-* snapshot at creation
│   └── sla_due_at (business days from plan)
├── Agent panel (mirrors WIMP-* data):
│   ├── Timeline: GATE → EXPORT → CONF-BANK → PROOF
│   ├── Linked [counsel approval](/designing-breach-settlement-counsel-review-and-payout-approval-ui-in-figma/) if asked “why delayed”
│   ├── REMIT-ADV-* read-only · [lien offset](/designing-breach-settlement-lien-and-third-party-creditor-offset-ui-in-figma/) tooltips
│   ├── Suggested SCR-WIMP-* macros · editable before send
│   └── Actions: resend NOTIF · trigger IDV · escalate to finance
├── Claimant-visible replies:
│   ├── Thread in portal · email notify opt-in
│   ├── No internal FIND-* or FRD-* codes
│   └── Attachment policy: PROOF-PAY-* only via DL-PROOF-*
└── Closure:
    ├── Resolved · auto_ANS sufficient
    ├── Resolved · manual · LOG-INQ-* agent id
    └── Duplicate merge → prior INQ-PAY-*

Use tables for agent queue sort (SLA, wave, category) and badges for priority (appeal stay, fraud hold).

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Comparison: inquiry channels

Channel	Best for	Risk if poorly designed
WIMP- portal*	High volume after batch	Wrong state → trust collapse
INQ-PAY- async*	Complex amount questions	SLA miss → court monitor attention
Call center	Low digital literacy	Agents invent dates
Email inbox	Legacy programs	Untracked promises

Best for: programs with tranche disbursement where “not everyone pays same day” must be explained once, consistently.

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Handoff checklist (Dev Mode)

• WimpSession — wimp_id (WIMP-*), clm_id, branch_enum, last_pay_state, escalated_bool.
• PaymentInquiry — inq_id (INQ-PAY-*), category_enum, source_enum, sla_due_at, status_enum.
• InquiryReply — reply_id, inq_id, visible_to_claimant_bool, macro_id (SCR-WIMP-*).
• PaymentStateResolver — inputs: pay_id, gate_ids[], match_line_status; outputs: wimp_branch_enum.
• InquiryQueue — filters, sort_keys[], merge_rules[].

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Common mistakes

Mistake	Why it hurts	Fix
“Paid” before SETTLED-*	Chargebacks · angry claimants	Single state resolver
Trace full number in WIMP-*	Account takeover risk	Last-4 + step-up
Agent-only timeline	Callers repeat story	Same UI as portal read-only
Promised dates not tied to WAVE-*	SLA breaches	Pull from distribution schedule
INQ-PAY-* without ANS-PAY-* snapshot	He-said audit gap	Store auto answer at create
Email free-form bank update	Fraud	Route to reissue forms
Show QA FIND-* to claimant	Panic	Internal only
No duplicate INQ merge	Double work	CLM-* + category window

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Recommended workflow

1. Map PAY- states* to WIMP-* branches with legal-approved copy blocks.
2. Prototype status portal entry + mobile WIMP-* wizard.
3. Design INQ-PAY- queue* with ANS-PAY-* snapshot and SCR-WIMP-* macros.
4. Align call center—agents open same CLM-* panel as WIMP-*.
5. Measure deflection (WIMP-* resolved without ticket) per wave; tune copy from top categories.

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FAQ

Claimant says bank shows nothing but portal says “sent”?

WIMP- “in transit” branch* · ACH/wire timing FAQ · offer INQ-PAY-* after N business days post SETTLED-*.

Wrong amount on inquiry?

Show REMIT-ADV- breakdown* · link tier objection if open · escalate to finance with PAY-* id.

Multiple CLM-* on one account?

Disambiguation step · never show other claimants’ amounts · IDV before list.

Court monitor asks for inquiry volume?

Aggregate INQ-PAY- by category* · no PII in export · court monitor reporting.

Appeal stay on payment?

Neutral hold copy · link appeal UI · no manual ETA from agents.

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Next steps

• Design breach settlement claim status portal and claimant dashboard UI in Figma — WIMP-* entry placement
• Design breach settlement proof of payment and remittance advice UI in Figma — settled-state artifact
• Design breach settlement hold release notifications and claimant payment timeline UI in Figma — proactive deflection
• Design breach settlement returned payment and reissue UI in Figma — failure branch
• Design breach settlement call center and agent script UI in Figma — SCR-WIMP-* alignment