What is a trace?
If your beneficiary is claiming non-receipt of funds, we may be able to initiate a trace depending on the currency and country your payment went to. We use the banking system to contact the banks a payment has been routed through to try to determine the exact location of funds.
How long does a trace take?
The time scale of a trace can vary depending on the countries and currencies involved. We are solely reliant on the banks responding back to us. however, we will be able to provide a rough time scale once we have your deal number.
Will I be provided with a reference number?
When a trace 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 trace?
Some of our banking partners charge for this service, we will let you know if there is a fee before we initiate the trace.
How do I initiate a trace?
Please contact our support team at firstname.lastname@example.org if you would like to initiate a trace.
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