If a beneficiary claims they haven’t received funds (Beneficiary Claiming Non-Receipt or BCNR), follow these steps to start an investigation.
1. Verify basic details
Confirm the payment date, amount, currency, and beneficiary account in Payment search.
2. Gather supporting documents
Download the Payment confirmation or Batch summary confirmation from your MarTrust Account.
Tip: If the beneficiary needs a SWIFT MT103, request it from [email protected].
3. Contact MarTrust Support
Email [email protected] with:
Payment ID or batch number
Confirmation document (PDF)
Beneficiary’s statement (if available)
MarTrust will open a trace with the intermediary and beneficiary banks and update you when funds are located or credited.