If:
You initiated a Chexy payment
But your payee did not update their PAD information to your Chexy void cheque
Your payee may withdraw directly from your bank account instead.
In this case, Chexy may still be holding the funds you submitted.
Why Does This Happen?
Chexy does not initiate PAD withdrawals.
Your payee must update your banking details to Chexy before submitting their withdrawal request.
If they continue using your original bank details, the payment will bypass Chexy.
What Are My Options?
If the funds remain unused in your Chexy account, you have three options:
Option A — Refund to Card
We can refund the payment back to your card.
Please note:
Fees are non-refundable when refunding back to your card.
Option B — Match to a New PAD
If your payee submits a new withdrawal request using Chexy’s banking details, we can match it to your existing funds.
Option C — Refund as Chexy Credit
We can issue a full refund — including fees — as Chexy credit.
This credit can be used toward future Chexy payments.
Important
Always confirm that your payee has updated your PAD details to your Chexy void cheque before expecting withdrawals through Chexy.
If they have not updated their records, the withdrawal will not route through Chexy.