If the beneficiary’s account shows a lower credit than the amount you sent, an intermediary bank has likely deducted fees in transit. Follow these steps to confirm the deduction and request a refund.
1. Check the charge type
Go to Payments and select Payment search.
Find the transaction and select Details.
In the payment details, review Charge type:
OUR – you pay all fees
SHA – fees are shared
BEN – the beneficiary pays all fees
2. Collect proof from the beneficiary
Ask the beneficiary for either:
A bank statement showing the net amount credited
A credit advice that lists the intermediary deduction
3. Contact MarTrust Support
Email [email protected] with:
The payment ID or batch number
The beneficiary’s proof of short receipt
MarTrust will trace the payment through the intermediary bank, confirm the deduction, and arrange a refund if applicable.
Tip: Some intermediary banks deduct charges even when OUR is selected. Sending clear proof speeds up recovery.
Note: Refund timelines depend on how quickly the intermediary bank responds. MarTrust cannot guarantee successful recovery of deducted fees.