If you need to recall or return an outbound transfer, Admin users may submit the request by filling out this form.
Please review the definitions below to understand which option applies to your situation:
Recall Request
A recall request is used when a payment has already been successfully processed and delivered to the beneficiary's bank, but you need to retrieve the funds afterward.
This is typically due to reasons such as incorrect account details, a suspected scam, or the payment being sent in error.
Requires the beneficiary’s consent to recover the funds.
Fee: HKD 300 or equivalent.
Processing time: up to 30 days.
If the beneficiary declines and you believe the rejection is unjust, you may consider filing a police report after the 30-day processing period.
Cancel Request (Return)
A cancel request applies when a transfer is still in progress and has not yet been disbursed to the beneficiary’s bank. You may request to cancel the transaction while it is still within our processing window.
Once the funds have left our system and reached the next party in the transfer chain, such as an intermediary or beneficiary bank, cancellation is no longer possible.
Fee: HKD 300 or equivalent plus any additional agent bank charges.
Tracer Request
A tracer is a request to track the status of a payment that has been sent but not yet received by the beneficiary.
Used when a transfer is delayed or the beneficiary has not received the funds.
Does not reverse or cancel the transfer.
Fee: HKD 300 or equivalent.
Questions? Chat with us by clicking on the messenger icon at the bottom right of the screen once you are logged in.