Canceling international transfers made from ZEN

Question

May I cancel an international transfer I made from my ZEN account? What to do if entered an incorrect account number or other incorrect transfer details?

Answer

When you confirm the transfer in the ZEN app, it is transferred directly to the payment operator, who executes the transfer. Unfortunately, SEPA and SWIFT transfers confirmed in the ZEN app cannot be canceled by ZEN Support Team, including the ones whose status in the ZEN app is “In progress”. Below you can find further steps in case you sent a transfer to an invalid account, or a wrong person.

I sent a transfer to invalid account

If the account number to which funds were sent does not exist, or a transfer reference number was supposed to be entered before sending the transfer, funds should be returned to ZEN automatically. This usually happens within 10 days. We recommend you contact the transfer recipient and their bank to ensure funds are returned as soon as possible.

I sent a transfer to a wrong person

If you know the person who received the money, please contact them to receive a return.

If you do not know to whom you sent the money, a Recall Request may be sent by ZEN to the recipient's bank to ask for funds return. Transfer recalls require the cooperation of corresponding and receiving banks together with approval from the transfer beneficiary — if the transfer recipient does not agree to return the money, we will not be able to return them. Transfer recall requests may be sent 10 days after the original transfer sending date passes and do not guarantee the return of funds.

To send the transfer recall request, we need the following information:

• Recall reason — why do you need the transfer's return.
• Confirmation of reporting the case to law enforcement authorities (only in case of fraudulent transfers).