We have to allow at least 10 business days for a lender/recipient to process a payment before we can inquire more information. If the payment sent from Qoins is not posted to the recipient account within 10 business days from when it was sent, you can dispute the payment in-app. We recommend first contacting your lender directly. They'll have the most accurate info on any potential delays or issues.
Any payment not successfully processed after 10 business days can be refunded back to you.
Please keep in mind: if a payment is processed by your lender after we've refunded you, our system will automatically be updated and notify you that the refund will be reversed within 1-2 business days.
This isn't a common occurrence but if the status is updated, our system is updated automatically as well. Again, we recommend contacting your lender regarding a payment before disputing it to avoid any issues.
For steps on how to dispute in-app, click here.
Payments can only be disputed by a customer within 90 days of the sent date. Any requests to inquire about or dispute a payment outside of this range will not be fulfilled.