Question
Why was a transfer to my ZEN account rejected and returned to the sender? How long does it take for the transfer to return to sender's account?
Answer
When making transactions via ZEN, every payment is checked by our automatic monitoring systems. It's a standard procedure that every bank and financial institution in the European Union needs to conduct. Some payments may need a manual check by a human to make sure they are safe - see more information about this process by clicking here. If your transaction couldn't be approved by us, we're making sure it's returned to the sender as soon as possible.
When we decline the transfer and return it to the sender, the return process may take:
- From 15 to 20 business days for international transfers via SWIFT and SEPA systems.
- From 3 to 5 business days for local transfers via Faster Payments, Elixir and TRANSFOND systems.
This time is needed due to the multiple intermediary banks involved in the process and the need for each bank to verify and process the return transaction. Unfortunately, once a reverted transfer leaves our systems, we have no influence on the further processing time of the transaction.
The most common reasons for transfers being returned to senders are:
- Unsuccessful manual transaction verification - please make sure to check your e-mail inbox, including the SPAM folder, to see messages from us. To send the documentation we requested, please reply directly to the e-mail you received from us by using the "Reply" feature in your e-mail inbox.
- Transfer sent to incorrect account details - please make sure you're using the correct account number and BIC/SWIFT code visible in the ZEN app - local account numbers do not accept international SWIFT transfers, and SWIFT account number does not accept local or SEPA transfers.
- Transfer sent from a country outside our list of supported countries for SWIFT transfers - please make sure the sender's account is based in one of our supported countries.