You can dispute or cancel international wires sent from your Personal Mercury account but only within specific timeframes. This article explains how to cancel a wire shortly after sending, how to dispute a wire due to an error, and what to expect from a wire recall.
Canceling an international wire
You can cancel an international wire sent from your personal account within 30 minutes of creating it. After that, the wire will be sent to the beneficiary and cannot be canceled.
To cancel a wire:
- From the payment confirmation screen, click Cancel payment if you see a Made a mistake? prompt or go to your Transactions page, find the wire, and click into the transaction to open the details
- Select Cancel payment
- Confirm the cancellation
If the cancellation is successful, the wire will not be sent and the funds will return to your available balance.
Disputing an international wire
You can dispute a wire within 180 days of delivery if a processing error occurred.
Disputes are only valid if the issue was caused by Mercury or a provider. Errors made by the sender such as incorrect recipient details or accidentally sending the wrong amount are not eligible for dispute and need to be recalled and resolved with the beneficiary.
Valid reasons for dispute:
- Incorrect amount paid – You were charged or sent more/less than authorized
- Funds not delivered – The recipient didn’t receive the full amount
- Late delivery – Funds arrived after the promised date
- Wrong recipient account – The wire was sent to the wrong recipient due to provider error
- Unauthorized transaction – You didn’t authorize the payment
- Missing or inaccurate disclosures – Disclosures about fees or FX rates were missing or incorrect
- Incorrect exchange rate or fees applied – Fees or exchange rates didn’t match what was disclosed
To submit a dispute:
Email personalwires@mercury.com from the email address associated with your personal account. Please include:
- A brief description of the issue
- Beneficiary name
- Amount
- Date of the transaction
Requesting a wire recall
If a wire was sent in error and is no longer cancelable, our Support team can help you request a recall. However, wire recalls are not guaranteed, and the beneficiary’s bank may reject the request. For recalls, please reach out to personal@mercury.com.
Note: Wires are considered final after the 30-minute cancellation window passes. Mercury cannot guarantee successful recovery once a wire is sent.
Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Column N.A., Members FDIC.