Why did the recipient receive less than I sent?
This article explains why your recipient may have received less than the amount you transferred, even when the fees shown in your payment summary were deducted as disclosed before you confirmed.
Important information about this guide: Send Payments Limited is an independent money remitter and holds Australian Financial Services Licence No. 509635. Send Payments Limited provides foreign exchange and remittance services only. The information in this article is general in nature and does not take your personal circumstances into account. Before using our services, please read our Financial Services Guide (FSG) and Product Disclosure Statement (PDS), available on our website.
Why this can happen
When you send money internationally, your payment may pass through one or more banks before it reaches your recipient. Send only deducts the fees shown in your payment summary before you confirm. Other banks involved in processing the payment may deduct additional fees from the amount along the way.
The most common reasons a recipient receives less than the amount you transferred are:
- Intermediary bank fees - intermediary banks may deduct additional fees for handling the payment as it moves between countries.
- Other banks involved in processing the payment - other banks involved in delivering the payment may also deduct fees.
These fees are charged by other banks, not by Send.
[Suggested visual: add a simple diagram showing money moving from Send to intermediary banks to the recipient's bank, with fees shown along the way.]
What happens next
- Send only deducts the fees shown in your payment summary before you confirm.
- Other banks involved in processing the payment may deduct additional fees.
- Your recipient can ask their bank for a breakdown of any fees applied to the incoming payment.
- If you need a specific amount to arrive next time, see How can I send an exact amount? for guidance on planning for these fees.
- If you have any questions about your payment, contact our support team and have your payment reference ready.
Common questions
My recipient received less than I sent
- This usually happens because intermediary banks or other banks involved in processing the payment have deducted additional fees.
- These fees are charged by other banks, not by Send.
- Send only deducts the fees shown in your payment summary before you confirm.
- To understand the deduction, your recipient can ask their bank for a breakdown of any fees applied to the incoming payment.
- If you need a specific amount to arrive next time, see How can I send an exact amount?
- For more information on Send's own fees, see Does Send charge fees to send my money?
- For step-by-step help with sending a payment, see How do I send money with Send.
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