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Can I move a case backwards or reverse an accidental rejection?

No. Cases cannot be moved backwards inside Case Xchange. If a case was moved too far forward, Case Xchange Support may be able to correct it manually. If a case was rejected by mistake, the sending firm must resend the referral.

Why cases cannot be moved backwards

Status transitions in Case Xchange are directional by design. They reflect the real-world lifecycle of a referral and help maintain a clear, reliable audit trail for both the sending and receiving firm.

Scenario A: A case was accidentally moved forward

This applies when a receiving firm advances a case to the wrong stage. For example, a case may have been marked Signed when it should still be Under Evaluation.

What to do

Email help@casexchange.com and include:

  • the case reference number or case ID
  • the current stage
  • the stage the case should be moved to
  • a brief explanation of what happened
What happens next

Case Xchange Support can manually reverse the stage when appropriate. The case history will reflect the correction.

Scenario B: A case was accidentally rejected

This applies when a receiving firm clicks Reject by mistake.

Why this is different

Once a case is marked Rejected, it is no longer controlled by the receiving firm. The referral returns to the sending firm’s queue, and the next action must come from that firm.

Because of that, Case Xchange Support cannot un-reject a case on the receiving firm’s behalf.

What to do
  1. Contact the sending firm directly.
  2. Ask them to resend the referral to your firm.
  3. Watch for the case to return to your inbox and acknowledge it promptly.
What support cannot do

To help set expectations, Case Xchange Support cannot:

  • un-reject a case on behalf of the receiving firm
  • move Closed cases back to Closing or an earlier stage
  • bypass closing sub-status or settlement amount requirements

 

What to include in any support request

If you need help with a stage-related issue, include:

  • case reference number or ID
  • firm name
  • sending and receiving firm names, if known
  • current stage
  • desired stage
  • a short summary of what happened

Providing this information upfront helps the team review your request more quickly.