Why was my payment or transfer cancelled?
If you can see a payment marked as Cancelled in your Send account, this article explains what that means and what to do next.
For information about timing, fees and refunds when a payment is cancelled, see our article Cancelling a payment: timing, fees and refunds explained.
Things to know before you read on
- SendFX Limited is an independent money remitter and holds Australian Financial Services Licence No. 509635. We provide foreign exchange and remittance services only.
- This article is general information only and does not take into account your personal circumstances. Please read Send’s Terms and Conditions, Financial Services Guide (FSG) and Product Disclosure Statement (PDS) before deciding whether our services are right for you.
- 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?
- The terms that apply to your account, including how cancellations and any related costs are handled, are set out in our PDS and Terms and Conditions.
Before you start
- If you'd like more information about a specific cancelled payment, please contact our support team.
- Have your payment reference (or transaction ID) ready when you contact us.
- Send will send you an email when a transaction is cancelled. The change will appear in your recent transactions.
- Payments and transfers can be cancelled for a number of reasons. Under our Terms and Conditions, Send may cancel a payment at our discretion.
Why might a transaction show as cancelled?
A transaction can be marked as Cancelled for different reasons. Common reasons include:
- You asked us to cancel the transaction.
- Your sending wallet was not funded in time.
- Further information was needed from you and we were unable to complete the transaction.
There may be other reasons a transaction is cancelled. If you'd like help understanding the next steps, or want to try the transaction again, please contact our support team.
[Suggested visual: add a screenshot of a payment showing the Cancelled status in recent transactions.]
What happens next
- Watch for the status change in your recent transactions. You will see Cancelled first, followed by Refunded once the return has been processed.
- You do not need to do anything while we process the cancellation, unless our support team asks you for further information.
- Contact our support team if you have not seen the funds returned within a reasonable time, or if you have any questions.
- Please note that identity verification checks will be required before we can discuss account-sensitive information with you.
Common questions
I see a cancelled payment but I don't know why
- Payments can be cancelled for different reasons, and in some cases we may only be able to provide limited information.
- If you'd like help understanding the next steps, please contact our support team.
I didn't get an email when my payment was cancelled
- Send automatically emails you whenever a payment is cancelled. If you haven't received it yet, please check your spam or junk folder.
- The change will be shown in your recent transactions, where the status will update to Cancelled and then Refunded.
How long until my money is back, and will any costs apply?
- Timing and any costs depend on the circumstances of the cancellation. For full details, see our article Cancelling a payment: timing, fees and refunds explained, or contact our support team.
How can I avoid this with my next payment?
- Make sure your sending wallet is funded in time after you book a transaction. If we don't receive the funds within the required timeframe, the transaction may be cancelled.
- If you're unsure, please contact our support team before you start.
What if I entered the recipient's details incorrectly?
- Incorrect recipient details usually won't cause a Cancelled status. Instead, the receiving bank will typically reject the payment, and the funds will be returned to your account.
- If your payment is showing as Returned rather than Cancelled, please contact our support team so we can help.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday