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How do I handle an outbound payment recall request for Modulr or Griffin accounts?

A payment recall request is an attempt to recover a completed payment that has already been received by the recipient. It is not guaranteed, and the first step is always to encourage the client to contact the recipient directly before escalating to Modulr or Griffin.

Note: This article is intended for internal staff use only and is not intended for clients.

Overview

A payment recall request (referred to as a Credit Payment Recovery with Griffin) is the attempt by Griffin or Modulr to recall a payment that has already been completed and received by the recipient. There can be a number of reasons for raising these.

Payment recall requests are not guaranteed and are affected by many factors — it is ultimately down to the recipient's bank whether they can action the recall.

Important: Payments must be over £25 for a payment recall request to be raised.

Step 1 — Direct Resolution First

For both Modulr and Griffin accounts, the first step — where the recipient is known to the agent — is to contact the recipient directly to try to resolve the matter without a formal recall. Only escalate to a formal recall request if the client has tried to recover the funds directly and has been unsuccessful.

Step 2 — Raising a Recall Request

If the client has been unable to recover the funds directly, we can contact Modulr or Griffin to raise a formal payment recall request.

Modulr

  1. Contact the Modulr support team with the payment details.
  2. Provide: payment amount, payment date, payment reference, and the reason for the recall.
  3. Modulr will liaise with the recipient's bank on the client's behalf.
  4. Keep the client updated on the outcome.

Griffin

  1. Contact the Griffin support team with the payment details.
  2. Provide the same information as above: payment amount, date, reference, and reason.
  3. Griffin will action a Credit Payment Recovery request with the recipient's bank.
  4. Keep the client updated on the outcome.

Important Notes

  • Recall requests are not guaranteed — the outcome depends on the recipient's bank.
  • The £25 minimum threshold applies to both Modulr and Griffin recall requests.
  • Always attempt direct resolution before raising a formal recall.
  • Document all steps taken in the client's account notes.