Can I reverse or cancel a payment?

Before you start

• Payments cannot be cancelled directly from the Send portal. You must contact our support team to request a cancellation. Act as quickly as possible. The earlier you contact us, the better the chance of stopping the payment.
• Have your payment reference (or transaction ID) ready before you contact us.
• Know which type of payment you made: a wallet-to-wallet conversion, a payment in the same currency, or an international transfer.
• Our team will check the status of your payment and let you know if cancellation is possible.
• Fees, third-party deductions, or cancellation costs may apply depending on the stage of your payment and the banks involved. Our support team will confirm any costs when they review your request.

How to try and reverse or cancel a payment

Step 1: Check the status of your payment

Open the Send portal and find the payment in your activity. The status shows whether cancellation may still be possible:

• Awaiting Funds - we have not sent the money yet. Cancellation is usually possible.
• Pending - the payment is booked but not yet released. Cancellation may still be possible.
• Sent - the payment has already left Send. We will let you know whether a recall is possible, as this depends on the type of payment and how it was sent. Even where a recall can be requested, the outcome is not guaranteed.

Step 2: Contact our support team

Reach out as soon as possible and tell us you would like to cancel a payment. Have your payment reference ready.

• Phone: 1800 982 418 (Australia)
• International: +61 7 5619 5700
• Email: info@sendpayments.com

Step 3: We review your request

• Our team will check the status of your payment and let you know if cancellation is possible.
• If the payment has already been released, we will let you know whether a recall can be attempted. This depends on the type of payment and how far the transfer has progressed. Even where a recall is possible, the outcome depends on the receiving bank and is not guaranteed.
• Our support team can confirm Send's own fees during the review. Some fees may also be charged by the receiving bank or by other banks that handle your payment along the way. We cannot always see these fees in advance. In most cases they are only visible once the funds are returned to us, with the fees already deducted. If you would like us to trace and identify these fees, please let our support team know and we will do our best to help.

What happens next

• If your payment is cancelled before being sent: the status will change to Cancelled. Once the funds are returned to your wallet, the status will change to Refunded.
• If a recall can be attempted on a sent payment: timeframes vary between banks and countries, so we cannot give a guaranteed timeline. We will keep you updated.
• If a recall is not successful: if you already have the recipient's contact details, you may choose to contact them directly to ask them to return the funds. Send is not able to share the recipient's personal details, and direct contact is not a guaranteed way to recover the money.
• If you cancelled a wallet-to-wallet conversion: you will still have your funds. You can convert them back to your original wallet at any time. The exchange rate available at that time may be higher or lower than your original rate, so you may receive back more or less in your original currency.
• If you cancelled an unfunded trade or payment: the exchange rate may be different if you book a new trade later. Please review the trade details before confirming a new payment.
• You do not need to do anything else while we are reviewing your cancellation. We will contact you with the outcome.

Common questions

I sent money to the wrong person. Can I get it back?

• Contact us straight away. If the payment has not been released, we can usually cancel it.
• If it has already been sent, we can request a recall from the receiving bank. The outcome depends on the receiving bank and is not guaranteed.
• If the recall is not successful and you already have the recipient's contact details, you may choose to contact them directly to ask them to return the funds.
  
  

My payment status says Sent. Can it still be cancelled?

• Once a payment is Sent, it has left Send and is with the receiving bank.
• We will let you know whether a recall can be attempted, as this depends on the type of payment and how it was sent. Even where a recall is possible, the outcome depends on the receiving bank and is not guaranteed.

I changed my mind right after submitting. What should I do?

• Contact our support team as soon as possible and quote your payment reference. The sooner we hear from you, the more we can do to help.
• If you booked an FX (foreign exchange) contract, it becomes legally binding under our Terms and Conditions as soon as it is booked. This means:
  • We may not be able to cancel it.
  • If cancellation is possible, we may need to recover any costs Send has already paid (for example, losses from a change in the exchange rate, or fees charged to us by our banking partners).
• Stop Orders and Limit Orders work differently. These can usually be cancelled up until the point they are triggered by the market.
  • A Limit Order is when you set a target exchange rate. If the market reaches that rate, your currency is exchanged automatically.
  • A Stop Order is when you set a safety-net exchange rate. If the market moves against you and reaches that rate, your currency is exchanged automatically to help protect you from further losses.
• If you are not sure which type of order you placed, our support team can help you check.

I cancelled a wallet conversion. Why is the rate different now?

• Once you confirm your payment or transfer, your exchange rate is guaranteed as long as you fund the transaction in time. For more detail, see Is my exchange rate locked in?
• When you convert your funds back, the rate at that moment may be higher or lower than the rate you originally booked, so you may receive back more or less in your original currency.

Making a complaint

If you are not satisfied with how your cancellation or recall was handled, you can make a complaint.

• Contact our support team by phone on 1800 982 418, internationally on +61 7 5619 5700, or by email at info@sendpayments.com and let us know you would like to raise a complaint.
• We will acknowledge your complaint within 1 business day and aim to resolve it within 30 days.
• If your complaint is not resolved to your satisfaction, you can escalate it to the Australian Financial Complaints Authority (AFCA):
  • Website: www.afca.org.au
  • Phone: 1800 931 678

Contact us

Call Us

Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday

Email Us

info@sendpayments.com