A payment might be returned for various reasons, ranging from incorrect beneficiary details to scheme-related issues. Keeping track of such returned payments is crucial to maintaining your cash flow and financial records. Here is a straightforward guide to help you view your returned payments on the Ebury platform.
From the dashboard, go to the Payments section. There, you’ll be able to see all payments processed. If you filter by “Cancelled”, you should be able to see all payments that have been returned.
You can also scan through this list and look out for any transactions marked as “Returned” or “Cancelled”, indicating that the payment has not been successfully completed.
Another way you're able to check if your payment has been returned is by accessing your daily/monthly statements
Returned payments will appear in red as returned.
Understand the Details
Most payments are returned due to incorrect bank details, so we recommend you contact your beneficiary to understand what went wrong - and potentially ask for updated bank details.
For each payment, you can click on the transaction to view more detailed information. This includes the intended recipient and their bank details, the payment reference, the date of the transaction, and the amount. Cross-referencing this information against the bank details provided by your beneficiary should help you understand what went wrong and take corrective action.
Take Necessary Actions
After you've identified and understood why a payment has been returned, you may need to take further action. This could involve correcting beneficiary details and setting up a new payment or liaising with the Ebury team to see what happened.
For further assistance or if you have specific queries about a returned payment, feel free to contact Ebury support directly via live chat or at the below email addresses:
EMEA (operationsteam@ebury.com)
Asia Pacific (operationsteam.apac@ebury.com)
America (operationsteam.ca@ebury.com)