How do I handle an inbound payment recall request on a Modulr account?
When a payment recall request is received for a payment made into a Modulr account, Modulr will notify us with the details. We must contact the client with those details so they can choose to accept or dispute the recall.
Note: This article is intended for internal staff use only and is not intended for clients.
Modulr — Inbound Payment Recall Process
When a person submits a recall request to their bank for a payment that was made into a Modulr account, Modulr will email us with the details of the payment and the reason for the recall.
Step 1 — Notify the client
Contact the client with the recall details provided by Modulr, including:
- The payment amount
- The payment reference
- The reason given for the recall
Step 2 — Client decision period
The client will have a set number of days to accept or dispute the recall.
- To accept the recall: The client does not need to provide anything further — the funds will be returned.
- To dispute the recall: The client must provide evidence that the payment is legitimately owed to them, or evidence that they no longer hold the funds.
Step 3 — Pass response to Modulr
All replies and any evidence provided by the client must be directed back to Modulr. Do not action the recall or make any payment adjustments directly — this is handled by Modulr based on the client's response.