Trace

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 support@xendpay.com if you would like to initiate a trace.