What can I do if my transfer did not reach the recipient? What should I do if my transfer has returned to my account?
If the transfer you sent from ZEN did not reach the recipient, here are some reasons why this may have happened:
- Transfer is still on its way to the recipient - it has not been 3 business days since you sent it from ZEN;
- The transfer was sent to the wrong account number or to the incorrect BIC/SWIFT code - verify the details of the account to which the transfer was sent;
- The recipient's bank blocked or rejected the transfer (for example, for security reasons or because it does not accept a particular type of transfer) - check whether the recipient's account supports SWIFT or SEPA transfers;
- The transfer has been stopped (suspicion of a crime).
A stopped or returned transfer should be returned to your account within a few business days.
You can send the recipient of the transfer a confirmation of the transaction from the ZEN app. With the confirmation, the recipient will be able to find the transfer in his account or contact their bank about it.