Agent Payment Trace Process

For mistaken and incorrect payments, follow the process below.

Detailed Agent Trace Process

Initial Customer Inquiry
- Gather details from the customer, including the transaction ID, payment amount, date, and recipient details.
- Verify if the expected processing timeframe has elapsed.
- Check internal systems for any payment processing issues.
Internal Verification Steps
- Cross-check transaction details in Westpac’s payment tracking system.
- Determine if the payment was processed successfully or flagged for review.
- If an error is found (e.g., incorrect details, duplicate payments), inform the customer of potential solutions.
Raising a Formal Trace Request
- Access Westpac’s internal banking system and navigate to the trace request module.
- Input the required details, including transaction references and customer contact details.
- Specify the reason for the trace and any supporting documentation.
- Submit the request and obtain a reference number for tracking.
Engaging with Correspondent Banks (If Applicable)
- For international payments, communicate with intermediary banks via SWIFT.
- Follow up with the recipient’s bank to confirm receipt or return of funds.
- Escalate unresolved cases to the Westpac investigations team.
Customer Communication & Follow-up
- Provide the customer with regular updates on the trace status.
- If funds are found and can be redirected, advise the customer on next steps.
- If the trace identifies an issue that requires further action, provide guidance on the resolution process.
Closing the Trace
- Confirm resolution with the customer.
- Update internal records and mark the case as resolved.
- Provide final documentation if required.

Additional Notes

Payment traces can take varying amounts of time depending on the payment method and whether intermediary banks are involved.
Some payment traces may incur fees, depending on the circumstances.
For urgent cases, escalation to a senior banking officer may be required.