Sometimes the recipient's bank may decline and return the payment. In the event that the funds are not automatically returned, Paysend will need supporting documentation from the recipient's bank detailing the return.

Please ask your recipient's bank to provide you with an official document showing the details of the return. Also, ask the recipient to send you the bank statement from the date of the transfer to the date of the return.

The document must include the account details (sender and recipient) and all transaction details.

Once you have received the requested documents, please contact our customer support team via online chat or at [email protected] stating that the funds should be returned. In your request, please include:

• your mobile phone number, including the country code
• your full name
• the amount and date of your latest transfer
• proof that the funds were returned to Paysend and the recipient's bank statement.

Our Customer Support team will do their best to locate and return your funds.