What is a recall?
If you need to cancel a payment that has already been processed we may be able to send a recall request to try to retrieve funds back depending on the country and currency of your deal. We send a message to the banks involved in your transaction asking to cancel and return funds to us. A reason needs to be provided for the recall which must meet the banking partners criteria to initiate the request. A recall is not always successful, we are solely reliant on the account holder of the bank account funds were sent to approving the return of funds.
How long can a recall take?
A recall can vary depending on the countries and currencies involved. We are solely reliant on the banks responding back to us. We will be able to provide the time scale once we have your deal number.
Will I be provided with a reference number?
When a recall is initiated, a reference number will be generated, you can then ask your beneficiary to provide the reference to their bank to try to speed up the process.
Is there a charge for a recall?
Some of our banking partners charge for this service, we will let you know if there is a fee before we initiate the recall. Please also note that when a recall has been successful and funds have been returned back to us, we usually receive less due to the beneficiary bank deducting their fees.
How do I initiate a recall?
If you need to initiate a recall, please contact our support team at firstname.lastname@example.org