What should I do if the sender says the receiving bank rejected the payment?

Ask the customer for the bank's actual rejection message and final transfer record. A general “failed” message may not say whether the transfer left the sending bank, reached another bank or was never submitted.

Send the evidence to Support with the receiving instructions used. Include the payment amount, currency, date and method. Do not guess that the cause was a country restriction, a name mismatch or a technical problem until the banks confirm it.

Ask the payer to confirm the payment's current status with its bank before trying again. Fix the confirmed cause first. Do not keep sending the same payment to different accounts in the hope that one will accept it.