There are a few different cases that will require you to take different actions to ensure your institutional transfer is cancelled.
Cancelling a transfer:
1. If you have just set up your transfer and we have not sent the request to the institution you are transferring out from, you are able to go to the Portfolio tab, click on the account which you wish to cancel the transfer for, and click on "View details": "Cancel". See the image below:
Cancelling your transfer by contacting your institution and Mercer Invest Wise support:
2. If you have set up your transfer but are unable to see the Cancel option, that means we have already sent out the transfer request. In this case, you will want to contact your institution to ensure they do not process the transfer request. You will also need to email us or call us at 1 855-866-8844 so we can cancel the request on our end.
I cancelled my transfer request but it was still processed:
3. In the unfortunate case that the transfer is processed even though you attempted to cancel it, don't worry! We'll be able to work with your institution to get the funds sent back, or we can keep them at Mercer Invest Wise. We may need a letter of direction (instruction from you confirming the cancellation) and/or a letter of indemnity (if one of the institutions has made an error), but we will ensure that we explain this and keep you updated.
As always, if you have any questions or concerns, please let us know by reaching out via phone or email!