Transaction or transfer error resolution policy
In case of suspected errors, unauthorized transactions or questions about electronic transfers of funds, to or from your account, please contact us as soon as possible using the contact information provided below.
If you believe there is a transaction or transfer error in your account or if you need more information about a particular transaction or transfer, please contact us within 60 days from the date of the transaction or transfer, preferably by submitting the Dispute Form.
To view your transactions history, please log into your Online Account. Please note that Payoneer does not send financial statements by mail or by email.
We will inform you of the results of our investigation within 10 business days – or 20 business days if the transfer involved a new account – after we receive your inquiry and will attempt to correct the error (if any) promptly.
If we need more time, however, we may take up to 45 calendar days (90 calendar days if the transaction or transfer involved a new account, a point-of-sale transaction, or a foreign initiated transfer) to investigate your complaint or question. If we decide to do this, we will provisionally credit your account within 10 business days – 20 business days if the transfer involved a new account – for the amount you think is in error, so that you will have use of the money during the time it takes us to complete our investigation. If we ask you to put your inquiry in writing and we do not receive it within 10 business days, we may not credit your account. Your account is considered a new account for the first 30 days after the first deposit (funding).
If your suspected error concerns a transaction or transfer to or from a third party, our investigation may be limited to a review of our own records. If we decide that there was no error, you may want to contact such third party to pursue the matter further. You may inspect or ask for copies of the documents that we used in our investigation.
|Payoneer Inc. Customer Service 150 West 30th Street, Suite 600 New York, NY 10001
Please provide us with the following information:
- Your name and Payoneer account number
- Describe the error transaction or transfer you are unsure about, and explain as clearly as you can why you believe there is an error or why you need more information
- The amount of the suspected error
Please note that if you contact us via phone we may require that you send us your inquiry in writing within 10 business days of such call.
Transaction or Transfer Error Resolution Policy Last Updated April 2014.