Who handles what
- Domestic transfers (Regulation E Subpart A): owned by your institution. On request, PayMitto gives you the transfer and authentication data you need.
- International transfers (Regulation E Subpart B): the sponsor bank is the remittance transfer provider and owns the decision. PayMitto handles the case work on its behalf, and letters go out in PayMitto's name.
- Your account holder contacts you first. Then you open a Dispute ticket in the portal, and we take it from there with the sponsor bank.
What counts as an error (international transfers)
- The sender was charged the wrong amount
- The recipient received the wrong amount
- Funds weren't available by the disclosed date
- The transfer wasn't delivered
- Funds went to the wrong account
- Someone other than the named recipient picked up the cash
What isn't a Regulation E error
Sender's remorse, disagreements between the sender and recipient, an authorized transfer the sender regrets, duplicate sends, and business account transfers. We still log these and support you with data, and your institution makes the decision. Use a Transaction Request or Cancellation Request for these, not a Dispute.
Timeline (international transfers)
| Step | Timeframe |
|---|---|
| Sender reports the error | Within 180 days of the disclosed availability date |
| Investigation and decision | Within 90 days of receiving the notice |
| Results to the sender | Within 3 business days of finishing the investigation |
| Correcting a confirmed error | Within 1 business day of the sender choosing a remedy |
| Documents relied on | Promptly on request, free of charge |
Separate from errors: the 30-minute cancellation right. A sender can cancel for a full refund within 30 minutes of paying, as long as the funds haven't been picked up or deposited. The refund is issued within 3 business days.
Receipts
A copy of the receipt for an international transfer is a regulatory requirement, not a favor. Download it from Transfer Information > Download Receipt on a Complete transfer in the Admin Portal. Receipts stay available for 5 years.