This article explains the different reasons that a transfer might be rejected.
Reasons a transfer might be rejected
The recipient's name was incorrect or incomplete
Transfers may be rejected if the name on the ID document used to collect a cash pickup transfer, or the name on the bank or mobile wallet account, doesn't match the name on the transfer.
- Please note: the recipient's name must match the name on their ID document (for cash pickup transfers) or bank or mobile wallet account exactly.
The account number was invalid
Banks will reject transfers if they can't find the account using the account number provided.
Incorrect currency
If the currency of the recipient's bank account doesn't match the currency being sent, the bank may reject the transfer.
This type of rejection mainly occurs with transfers to bank accounts.
The transfer didn't meet our legal compliance requirements
As a regulated financial service provider, we have a responsibility to protect your money and to comply with international regulations.
To make sure that we meet these requirements, either Dandelion or our paying partners may ask for additional documents to verify the identity of the sender or the recipient. We'll send an email requesting any additional documentation.
Our team complete reviews in the order in which they are received, and work to do this as quickly as possible. We will communicate by email throughout the process and when the review is complete.
- If we don't receive additional information within 7 days of requesting it, or if the transfer doesn't meet our legal compliance requirements, we will cancel and refund the transfer.
The transfer didn't meet our security requirements
We will reject transfers that don't meet our security requirements, including transfers which match fraudulent patterns, or if we believe the customer's security to be at risk.
Refunds for rejected transfers
When a transfer is rejected it will be cancelled. We will return the money to our partner directly, or in line with our contractual agreement.