Sometimes we need extra information to review a transfer. After the review is completed, the transfer can either be accepted or declined. A declined transfer is automatically returned to the sender. We can’t share the detailed reason for every decision.
We didn’t receive the requested documents or questionnaire answers
If we asked you for documents or to complete a questionnaire and didn’t receive a response in time, the transfer may be declined.
What to do:
- Check your ZEN.COM app and email inbox for a message from us.
- Also check your Spam or Junk folder. Email filters can sometimes misplace our messages.
- Reply with the requested documents or answers if the message is still active.
- If the transfer has already been returned to the sender, they’ll need to retry the payment. We can’t cancel a return once it’s started.
My transfer was declined after a review
Even when all requested information is provided, a transfer can still be declined due to legal and regulatory requirements, for example, because of compliance checks.
We understand this can be frustrating. In some cases, we’re not allowed to explain the decision in detail.
What happens after the transfer is declined?
The transfer is returned to the sender. The time depends on how the transfer was sent and the banking systems involved:
- International transfers (SWIFT or SEPA): usually return within 15–20 business days.
- Local transfers (Faster Payments, Elixir, TRANSFOND): usually return within 3–5 business days.
Once the transfer leaves our system, the return time depends on the sender’s bank and any intermediary banks involved. Ask the sender to confirm when they receive the return and to check their bank’s processing time.
ZEN Customer Support can’t share additional details about the review. If you have questions, reply directly in the email or in-app message thread you received from us.