First response: no later than the end of the next business day. Business hours are 9:00 AM to 6:00 PM ET, Monday through Friday, excluding US holidays.
On a Transaction Request ("where's my money"), we: 1. Check the transfer's current status and timing against its expected delivery time. 2. If it's still on time and moving, tell you on the ticket. 3. If it needs investigating, contact the payout or network partner for that country and corridor. 4. Reply on the same ticket when we have an answer.
You stay in contact with your account holder throughout. We won't give you partner timelines we don't have.
If we need something from you, the ticket waits on your reply. Answer on the same ticket. Information requests (RFIs) have their own timeline; see the RFI category.