Managing Disputes

There are many reasons why a transfer could fail. In this section, you'll learn how to investigate a failed transfer and what to do next.

"I successfully sent money, but it hasn't been delivered"

If you receive a "Successful" status notification on your transfer, it means that we have sent the money, the switch provider has successfully processed the transfer, and the receiving bank has confirmed receipt. If all three actions are not completed, the status will automatically be "Pending".

If you experience this issue, please inform the customer to contact their receiving bank to resolve it. If this persists, you can contact Support to provide proof that the receiving bank confirmed receipt.

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Important to Note:

We do not process refunds for successful transfers on our API. However, we'll try as much as possible to provide all of the information you need to resolve it with the receiving bank.

"My transfer status is still pending"

"Pending" is a temporary status. Every transfer should either be successful or failed. A transfer could remain pending for one of the following reasons:

• Our switch provider is experiencing downtime.
• The receiving bank is not responding on time.
• The receiving bank is experiencing downtime.
• There are network issues.

We advise that you wait, at most 24 hours, for the transfer to be settled. If the status remains "pending" after 24 hours, please get in touch with Support for resolution.

"Transfers are failing"

If you're having trouble making or completing a transfer, it may be due to one of the following reasons:

• Bloc is currently down, but we'll notify you promptly.
• Alternatively, our switch provider may be experiencing downtime or network issues.