Tracking & enquiries

Trace, recall and understand the status of a payment, and raise an enquiry or dispute when something needs a human.

6 articles

Trace a payment (SWIFT gpi / UETR) Follow a cross-border payment across every bank in the chain using its UETR and read the gpi status. 3 min read · 4,461 views · 95% helpful Understand payment statuses What each status on a payment means, in the order a payment moves through them. 3 min read · 3,900 views · 98% helpful Why was my payment rejected? (reason codes) The common ISO 20022 / pacs.002 reason codes, what each one means, and how to fix it. 4 min read · 3,560 views · 96% helpful Recall or return a payment How to request the return of a payment you sent in error — and the honest limits on getting it back. 3 min read · 3,180 views · 89% helpful Raise and track an enquiry When self-service is not enough, open a ticket with the service desk and follow it to resolution. 2 min read · 2,620 views · 96% helpful Dispute a charge or fee Query a fee you do not recognise, and how correspondent deductions on cross-border payments are explained. 3 min read · 2,410 views · 93% helpful

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