Why was I charged extra?
If your recipient received less money than you sent, it may be because another bank in the payment chain has taken a fee. This article explains why this can happen and what you can do about it.
This information is general in nature and does not take your personal circumstances into account. You should review our Financial Services Guide (FSG) and Product Disclosure Statement (PDS) before deciding whether our services are right for you.
Before you start
- Check the amount you saw on the quote screen and the confirm payment screen before you sent. This shows Send's own fees and the rate you were given.
- Compare that to the amount your recipient actually received.
- Have your transaction reference ready if you need to contact us.
Why this can happen
Send's own fees and your exchange rate are shown to you on the quote screen and again on the confirm payment screen before you send. The amount you agree to is the amount Send will charge you.
For international transfers sent through the SWIFT network, additional fees may also be deducted by other banks before the money reaches your recipient. There are two common reasons your recipient may receive less than you sent:
1. Intermediary bank fees on SWIFT payments
For some international payments, Send uses the SWIFT network to move your money. SWIFT can reach almost any bank in the world. The banks that help pass your money along (sometimes called "intermediary" or "correspondent" banks) may deduct their own fees from the payment as it moves through the chain. These fees are charged by other banks, not by Send, and the exact amount cannot be predicted in advance.
2. Your recipient's bank charging a receiving fee
Some banks charge their own customer a fee for receiving an international payment. This fee is set by the recipient's bank and is taken from the funds when they arrive. Send does not receive any part of this fee.
How to reduce or avoid extra fees
You may be able to lower or avoid these extra deductions. Here are two options:
Option 1: Use a Local payment where available
Where Send supports it, you can send money using a Local payment rail instead of SWIFT (for example, use AUD payments inside Australia). Local payments use domestic clearing systems and typically do not involve intermediary banks. Where a Local option is available, you'll see it on the quote screen.
Option 2: Convert first, then send in the recipient's currency
If you're sending money in a currency you don't already hold, you can:
- Move money into a Send wallet in your sending currency.
- Convert that money into the currency you need by booking a trade between two of your Send wallets.
- Once the trade settles, send a same-currency payment from your new wallet to your recipient.
Sending a same-currency payment can sometimes mean fewer banks are involved in moving the money, which can reduce the chance of extra deductions along the way.
If you're not sure which option is best for your transfer, contact our support team and we can help.
What happens next
- Send's own fees and your exchange rate are shown on the quote screen and the confirm payment screen before you send. The amount you agree to is the amount Send will charge you.
- For SWIFT payments, additional fees may also be deducted by intermediary banks or by the recipient's bank. These are charged by those banks, not by Send.
- If you'd like us to investigate a specific payment, contact our support team with your transaction reference and we'll look into it for you.
Common questions
My recipient got less money than I sent. Did Send take extra?
Send's own fees are shown to you on the quote screen and the confirm payment screen before you send. If your recipient received less than expected on a SWIFT payment, this may also be due to fees deducted by intermediary banks or by the recipient's bank. If you'd like us to check a specific transfer for you, contact our support team with your transaction reference.
Why didn't you tell me about these extra fees before I sent?
Send shows its own fees up front. Fees that may be deducted by other banks (intermediary banks or the recipient's bank) are set by those banks and the exact amount cannot be known in advance. We do flag that SWIFT payments can be subject to these deductions so you know what to expect.
Can I get the extra fee refunded?
Send cannot refund a fee that another bank has charged. If you believe a fee is incorrect, please contact our support team with your transaction reference. We can review the payment details with you and, where possible, follow up on your behalf.
How can I make sure my recipient receives the full amount next time?
Where available, choose a Local payment instead of SWIFT, or speak to your recipient about whether their bank charges a receiving fee. You may also want to ask your recipient to provide bank details that support a Local rail in their country if they have one.
For a list of Send's own fees, see Are there any fees for opening an account?
Contact us
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International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday