Check the transfer in the Admin Portal first. Open a ticket when the portal doesn't give you what you need.
There are exactly four ticket types:
| Type | Use it when |
|---|---|
| Transaction Request | You need status, timing, proof of deposit or posting, or other research on a transfer, including "where's my money" questions. |
| Cancellation Request | You need a transfer cancelled and you can't cancel it in the portal, or it isn't eligible for self-service cancellation. |
| Dispute | An account holder is making a formal error claim on an eligible international transfer, for example the wrong amount, the wrong account, or funds not delivered by the disclosed date. Don't use it for ordinary status, proof or cancellation requests. |
| General Inquiry | You need support that isn't status, a cancellation or a dispute, or that isn't tied to a specific transfer. |
If an account holder says they didn't authorize a transfer, open a Transaction Request and say so in the ticket. Fraud isn't a separate ticket type. See "Fraud vs. dispute" in the Compliance and disputes category.