Payment traces

• If a beneficiary claims to not received the funds, you can request to trace the payment's status.
• Previously, trace requests were sent to Client Services, who then initiated the trace process.
• With this new feature, you can initiate a trace request directly through the Client Portal or API.
• The trace process involves checking each step of the payment flow to identify any issues that might be delaying the payment.
• This page explains how to initiate a payment trace through our Client Portal and check the status of the trace

Initiate a payment trace through the Client Portal

Before you start, ensure that you have been assigned the 'Initiate payment recall and traces' permission by your admin user. You can initiate a trace from the list of payments.

Note that a trace process can only be initiated for:

• External Outgoing payments
• Payments with Status "Processed"
• Payments that are less than 6 months old

Traces cannot be initiated for:

• SEPA Instant or Faster Payments
• Internal payments or own payments
• A payment, for which a trace is in:
  • In progress
  • Trace status is "Successful/completed"
• A payment, for which a recall is in:
  • In progress
  • Recall status is "Successful"
    
    

If you try to initiate a trace on payments that are not eligible, a message will appear explaining why the trace cannot be processed. If you’re unsure, please refer to the trace criteria above. Two example messages below (Fig. 1)

Initiating a trace from the list of Payments:

1. Identify a payment to trace (fig. 2)
2. Click on the three-dots at the end of the row for the payment you'd like to trace
3. In the menu that pops up, click “Initiate trace”
4. Double check the payment details, and submit it by pressing “Initiate trace” (Fig. 3, below left)
5. Once confirmed, a success message appears (Fig. 3, below right).
6. The trace will now appear in the Trace section

Checking the status of a trace

Once you have requested a trace, the request will appear in the Traces section, alongside any other trace requests made in the last 6 months.

Clicking on the row will show you details about the trace (Fig. 4 below):

• Information about the trace request: the status of the trace, when it was initiated, last modified and the latest update available in the Status commentary
• Details of the payment

We will make up to three attempts to trace the payment. This includes the initial trace request and two follow-up chasers, spaced five working days apart, if no response is received.
If the third attempt is unsuccessful, we recommend you contact the receiver to check with their bank directly.

Cancelling a trace

From the list of Traces:

1. Identify a payment trace to cancel (fig. 5)
2. Click on the three-dots at the end of the row for the payment trace you'd like to cancel
3. In the menu that pops up, click 'Cancel trace'
4. You will then be prompted to confirm the cancel request. Once confirmed, a success message appears (Fig. 6).
5. The trace will now appear as “Cancelled” in the Trace section