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18:59 Dec 17, 2017 

It just occurred to me that this could be another possibility here.

18:57 Dec 17, 2017 

Your suggestion seems logical, Phil, but I don't think I've ever run across a "transaction tracing department" anywhere (which, of course doesn't mean that they don't exist...). But I did a Bing search for "transaction tracing department" & got nothing, so it can't be a common term. And although this group may be less broad than a customer service department, I didn't see in the ST any indication that it was strictly limited to tracing transactions - it may well include other aspects of problem transactions, like communicating with sender or recipient, dealing with governmental entities on cross-border issues like taxation, licenses and fees, etc.

18:47 Dec 17, 2017 

In your example, I think I would say "transactions with problems", or maybe just "problem transactions".

15:54 Dec 17, 2017 

It doesn't translate very easily. Incidents sounds odd. If their job is to trace missing transactions, you could say "transaction tracing department".

15:12 Dec 17, 2017 

Yes, it could be called like that but now I'm thinking... how would you call the "incidencias"? For example, in Spanish I would say: "100 es el total de transacciones con incidencias", how can you translate "incidencias" in that case?