I sent money to the wrong person

Sending money to the wrong person happens more often than you’d think. What you can do next depends on how the transfer was made and whether it’s already been completed.

There are three possible paths:

• You may still be able to cancel the transfer
• You may need to ask the recipient to return the money
• In some cases, ZEN.COM can help request a recall

Let’s go step by step.

Step 1: Check if you can cancel the transfer

First, check whether your transfer type allows cancellation. Timing matters here, so it’s best to do this as soon as you notice the mistake.

Choose the option that matches how you sent the money:

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

If cancellation is possible, follow the steps for that transfer type right away.

Step 2: Contact the recipient if cancellation isn’t possible

If the transfer can’t be cancelled, the next step is to contact the recipient directly.

If you entered incorrect recipient details

For example, a wrong account number or name. In many cases, the recipient’s bank will reject the transfer and automatically send the money back to us. While this is happening, it’s a good idea to let the intended recipient know about the mistake.

Once the funds are returned, we’ll notify you immediately.

If the details were correct but the amount was wrong, or you changed your mind

In this case, the recipient needs to take action. They can either:

• Ask their bank to reject the incoming transfer, or
• Send the money back to you if it has already arrived

Step 3: Contact ZEN.COM if you don’t know the recipient or suspect fraud

If you don’t recognize the recipient, or if the transfer was part of a fraudulent situation, ZEN.COM can request a transfer recall from the recipient’s bank.

A few important things to know:

• A recall request can be sent 10 days after the original transfer date
• The process involves multiple banks and requires the recipient’s consent
• A recall does not guarantee that the funds will be returned

To submit a recall request, contact ZEN Support and provide:

• The reason for the recall
• Confirmation that the case was reported to law enforcement, if the transfer involved fraud