I want to cancel a bank transfer

Sent money via bank transfer by mistake? Here’s what you can do.

Once you confirm a bank transfer in your ZEN.COM app, it’s sent straight to the payment operator for processing. After that, it can’t be cancelled, even if the status in your app shows “In progress”, or “Pending”. This includes all types of bank transfers.

If the bank transfer was sent to an invalid account or to the wrong person, here’s what to do.

I sent a transfer to an invalid account

If the account number you entered doesn’t exist, or if you forgot to include a required reference number, your funds should return automatically to your ZEN account. This usually happens within 10 days.

You can also contact the recipient’s bank to make sure the funds are returned as soon as possible.

I sent a transfer to the wrong person

If you know the person who received the money, contact them directly to ask for a return.

If you don’t know them, ZEN.COM can request a transfer recall from the recipient’s bank. This process involves cooperation between several banks and requires the recipient’s consent. The funds can’t be returned without the recipient's consent.

A recall request can be sent 10 days after the original transfer date. Please note that it doesn’t guarantee the return of funds.

To submit a recall request, provide the following details to the ZEN Support Team:

• The reason for the recall (why you need the funds returned),
• Confirmation that the case has been reported to law enforcement, if the transfer was part of a fraud.

See also:

• I want to cancel a transfer to card
• I want to cancel a ZEN Buddies transfer