Trying to locate a return or expecting a credit?
Regarding returns some banks return funds directly, while others send them as a new payment. Return timing can vary dependent on the returning bank.
If the return doesn’t include clear reference details, it may also be difficult to match it to the original payment.
If the return doesn’t include clear reference details, it may also be difficult to match it to the original payment.
To help track the return or incoming credit, we recommend using the extended filter options in your transaction reporting view:
Log in and select Payment
Use the filters to narrow your search:
Set the Value Date from the original payment date to current date
Use More Filters to include the sender or recipient’s account number, amount, and other relevant details
Click Apply to view results
You can also download your transaction reports and apply these filters to search offline.
Alternatively:
If you’re expecting a return: You can recall the transaction directly via the platform, or Ask the sending bank to trace the returned payment.
If you’re expecting a credit: Ask the sender’s bank to trace the payment to confirm its status.