How long do returned payments take and how will I get my returned payments?
If a payment you sent could not be completed and has been sent back, this article explains how returned payments are handled and what to expect.
Before you start
- A "returned payment" is a payment that could not be completed and has been sent back.
- Returned funds are generally credited back to your Send account once we receive them.
- You can check progress at any time in your transaction history.
What to do if your payment is returned.
Step 1: Check your transaction history
- Open Send and go to your Recent Transactions and select View all.
- Find the payment you are checking on.
- The status shown for the payment will be updated as the return is processed.
[Suggested visual: screenshot of the Transactions page showing where to view the status of a payment.]
Step 2: Wait for the funds to be credited back
- Return timing can vary and depends on the recipient's bank and any intermediary banks involved.
- Your transaction history will reflect the latest status of the payment.
Step 3: Decide what to do next
Once the funds are credited back to your Send account, you can:
- Send a new payment (for example, after checking the recipient's details), or
- Convert them to another currency.
What happens next
- Status: The status of the payment in your transaction history will be updated as the return progresses.
- Where the money goes: Returned funds are generally credited back to your Send account once received.
- Notifications: Updates are reflected in your transaction history.
- Do you need to do anything? In many cases, the return is processed without any action from you. If we need anything further, we will contact you.
- What may delay it? Return timing can vary and depends on the recipient's bank and any intermediary banks involved.
- Will you receive the full amount? Send does not charge a fee for a returned payment. In some cases, other banks involved in the payment may deduct fees, which can reduce the amount returned.
- When to contact support: Please contact us if you have questions about the return or the returned amount.
Common questions
My payment has come back - why?
A payment may be returned if the receiving bank cannot complete the transfer. If you have questions about a specific payment, please contact our support team.
The amount returned to my account is less than what I sent. Why?
Send does not charge a fee for returned payments. However, the returned amount may be lower if intermediate banks deduct processing fees or if the funds undergo a currency conversion during the return process. If you need more details about a specific return, please contact our support team.
How long will it take for the money to come back?
Return timing can vary and depends on the recipient's bank and any intermediary banks involved. You can check your transaction history for updates.
Do I need to do anything to get my money back?
In many cases, the return is processed without any action from you. If we need anything further, we will contact you.
Contact us
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Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday