How to decline a task

Before you start

• You'll need to be logged in to your Send account on web, tablet, or mobile.
• Make sure you understand the consequences of declining before you submit.
• For background on what a task is, see What's a task and why do we ask for this information.

How to decline a task

Step 1: Open the task you want to decline

• Go to your Tasks home page. For help getting there, see What's a task and why do we ask for this information.
• Find the task you want to decline in the "To do" tab.
• Open it by clicking "Review task" button.

[Suggested visual: add a screenshot of the Tasks home page with the "Review task" button]

Step 2: Select "Decline task"

• On the task page, scroll to the bottom of the task details.
• Click the "Decline task" button (shown in red text).
• A "Decline this task?" window will open as an overlay.

[Suggested visual: add a screenshot of the task page with the "Decline task" button highlighted]

Step 3: Confirm you understand

The overlay explains why we asked for the information and what will happen if you decline. Take a moment to read this carefully before continuing. Tick the checkbox to confirm you understand the consequences.

Step 4: Tell us why you're declining

Choose a reason from the dropdown. Your options are:

• I have questions about data security
• I'm unable to obtain this information or documents
• I prefer not to provide this
• Something else

If you choose "Something else", a text field will appear. Type a short explanation of your reason. This helps us improve our product and better support customers in the future.

[Suggested visual: add a screenshot of the "Decline this task" overlay with the reason dropdown and checkbox]

Step 5: Submit your decline

• Once you've ticked the checkbox and chosen a reason, the "Decline task" button will turn red and become active.
• Click "Decline task" to submit.
• The task will be removed from your Tasks page.

What happens next

• The task will be removed from your Tasks page.
• The related action will not move forward until the required information is provided. Depending on the type of task, this may affect:
  • Recipient approval
  • Account activation
  • Payment processing
  • Funds received processing
• If a payment or wallet transfer has already been committed and is not funded as agreed, you may need to cover any cancellation costs.
• If you change your mind, you can start the original action again or contact our support team for help.

What happens if I don't complete a task?

If you don't complete a task, the related action may be delayed or may not be able to proceed until the requested information is provided. For example, your account setup, a recipient approval, or a transaction may not be able to move forward.

Common questions

I declined a task by mistake, what can I do?

• You can start the original action again (for example, add the recipient again or retry the payment).
• If you need help, contact our support team.

Why is the 'Decline task' button greyed out?

• The button only becomes active once you've ticked the consequences checkbox and selected a reason from the dropdown.
• If you chose "Something else", you'll also need to type a short explanation in the text field.

Will I be charged anything if I decline?

• If a payment or wallet transfer has already been committed and is not funded as agreed, you may need to cover any cancellation costs.
• If you're unsure, contact our support team before declining.
  
  

I don't want to share this information for security reasons

• You can choose "I have questions about data security" as your reason for declining.
• We comply with the Privacy Act 1988. If you want to understand how we collect, use and protect your information, you can read our Privacy Policy.

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