We understand that unexpected situations may arise during the refund process. Rest assured, we are here to help you resolve any issues as quickly as possible.
To comply with Anti-Money Laundering (AML) best practices, refunds are returned to the originating account from which the payment was made. If your account has been closed, please contact Flywire as quickly as possible.
Card Payments
If your refund has not been initiated yet, please obtain official proof of account closure from your bank. This proof must be provided before your institution initiates the refund.
If Flywire has already completed the refund, you can request proof of the completed transaction by contacting us. In most cases, the refund can still be received in the designated pool account with your card issuing bank, even if the card account itself is closed.
You will need to provide the proof to your bank so they can try to trace or locate the funds. Depending on the particular proof that has been issued, you can provide one of the following trace details to the bank:
- Acquirer Reference Number (ARN): A unique number assigned to a credit/debit card payment. It serves as official proof that a refund has been sent and allows your bank to trace the refund.
- Transaction Reference Number (TRN)
- Session ID
Bank Transfer Payments
If your refund has not been initiated yet, please obtain official proof of account closure from your bank. This proof must be provided before your institution initiates the refund. Additionally, we will need alternative account details to reroute the refund.
- Account closure proof: A document issued by your financial institution confirming that the originating account has been closed.
- Alternative account details: In order to issue the refund to a different account, you must provide the payer's alternative account number, account holder name, address, country and financial institution.
Important note: The payment can only be returned to the same country it originated from.