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How to Recall / Clawback a Calmony Payment sent to the wrong account?

Act fast, contact the recipient directly, then submit a formal recall request while understanding that recovery timing and success depend entirely on the recipient's bank

Guide to Recalling a Calmony Payment Sent to the Wrong Account

Immediate Action Required

The fastest and most effective solution is to contact the payee directly and request they return the funds immediately. This approach typically resolves the issue much quicker than formal recall procedures.

If Direct Contact Fails

If you cannot recover the funds directly from the payee, follow these steps:

1. Complete the Recall Request Form

Submit a formal recall request using our online form: https://form.jotform.com/Trott_Glyn/calmony-request-to-recall-payment

This form captures all necessary details about the misdirected payment and initiates the formal recall process.

2. Understanding the Recall Process

Once you submit the form:

  • Calmony forwards your request to Griffin Bank or Modulr (depending on the account you made the payment from)
  • Griffin/Modulr contacts the recipient's bank requesting the funds be returned due to a payment error
  • The recipient's bank must then contact their customer (the unintended payee) to request voluntary return of the funds

3. Timings

Important: The success and timing of payment recalls are entirely dependent on the recipient's bank and the payee's cooperation.

  • Calmony, Griffin and Modulr have no control over the recipient bank's processes or timescales
  • Response times can vary from a few weeks to up to 2 months
  • There is no guarantee the funds will be recovered

4. Business Responsibility and Risk Management

If the error occurred due to a mistake by your business:

Recommended approach:

  • Pay the correct payee immediately to fulfil your obligation
  • Continue pursuing recovery of the misdirected funds separately
  • Do not leave the correct payee waiting while the recall process unfolds

This protects your business relationship and maintains trust with the intended recipient.

What Happens If Funds Cannot Be Recovered?

The payee's bank can only request voluntary return of funds. If:

  • The payee has already spent the money and their account has insufficient funds, or
  • The payee refuses to return the payment, or
  • The payee's account has been closed

Then recovery may be impossible through the standard recall process.

Options if recall / clawback fails:

  1. Legal action: You may need to pursue civil recovery through the courts against the unintended recipient
  2. Write-off: In some cases, particularly for small amounts, you may need to write off the loss

Insurance Considerations

Check your business insurance policies, particularly:

  • Professional Indemnity Insurance: May cover losses arising from administrative errors
  • Fidelity Guarantee Insurance: May cover employee errors leading to financial loss

Contact your insurance broker to discuss whether you can make a claim. You will typically need to demonstrate you have taken reasonable steps to recover the funds first.

Prevention Tips

  • Implement dual authorisation on adding payees bank account details
  • Verify account details before first payments to new recipients
  • Train staff on payment verification procedures

If you need assistance completing the recall form or have questions about a specific case, please contact the Calmony support team.