How do I request the return of a Real-Time Payments (RTP) transaction?

If you’ve sent a payment by mistake, you can send a request to the recipient within 60 days of the date of the payment to return it. Here’s how:  

1. In Online Banking for Business, select the Payments & Receivables tab.
2. Under “Real-Time Payments (RTP)”, select Manage Payments.  
3. Next to the relevant payment with the status “Confirmed”, select Actions.   
4. From the dropdown menu, select Create Return Request.  
5. Provide the return reason and an optional message, then select Continue.  
6. Review the details, and then select Send.  

You’ve successfully created a return request.  

The recipient will have 10 business days to respond to the request before it expires. If the recipient agrees, then the funds will be returned into the account you used to send the original payment. If the recipient declines your request, you won’t be able to send another one and will have to contact the recipient directly. You can track your return request in the “Outgoing Requests” tab under “Manage Payments”.   

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