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ISO 20022 reason code

CUST: Requested by customer

Cancelled or returned at the customer’s request. CUST is an ISO 20022 reason code used as a status reason, a return reason, a cancellation reason and a cancellation rejection reason: you will see it in pain.002, pacs.004, camt.053, camt.056 and camt.029.

CUST at a glance
CodeCUST
NameRequested by customer
ISO code listsExternalStatusReason1Code (status reason); ExternalReturnReason1Code (return reason); ExternalCancellationReason1Code (cancellation reason); ExternalPaymentCancellationRejection1Code (cancellation rejection reason)
WhereStsRsnInf/Rsn/Cd; RtrRsnInf/Rsn/Cd (pacs.004), TxDtls/RtrInf/Rsn/Cd (camt); CxlRsnInf/Rsn/Cd; CxlStsRsnInf/Rsn/Cd

What CUST means

The customer decided. As a cancellation reason: the payer asked to cancel or recall the payment. In the answer to a recall: the payee refused to give the money back.

Not to be confused with: CUST is a customer’s own decision: the payer’s when it asks for a recall, the payee’s when it refuses one. DUPL, TECH and FRAD give a reason for a recall, and NOAS is a payee who did not answer at all.

A reason code always comes with a status or an action: on its own it says why, not what happened. In a status report look at the status next to it (RJCT means the payment will not be executed); on a statement the returned entry tells you the money has come back.

Where CUST appears

CUST belongs to four of the ISO 20022 reason code lists, so it can arrive in these places:

  • Status reason (ExternalStatusReason1Code): in a payment status report (pain.002 from a bank to its customer, pacs.002 between banks) that rejects or holds a payment.
  • Return reason (ExternalReturnReason1Code): in a payment return (pacs.004) after the money has moved, and the returned entry on the account statement (camt.053) or notification (camt.054).
  • Cancellation reason (ExternalCancellationReason1Code): in a request to cancel or recall a payment (camt.055 from a customer, camt.056 between banks).
  • Cancellation rejection reason (ExternalPaymentCancellationRejection1Code): in the answer to a cancellation or recall request that is refused (camt.029 resolution of investigation).

In a cancellation (recall) request, CUST says why the payment should be cancelled or returned:

camt.056.001.08 · a recall between banks
<Undrlyg>
  <TxInf>
    <CxlId>RCL-2026-0007</CxlId>
    <OrgnlEndToEndId>INV-2026-0042</OrgnlEndToEndId>
    <CxlRsnInf>
      <Rsn>
        <Cd>CUST</Cd>
      </Rsn>
    </CxlRsnInf>
  </TxInf>
</Undrlyg>

What to do about CUST

  • If you sent the payment or the collection: If your recall comes back refused with CUST, the payee declined to return the funds; the banks cannot force it, so settle it with the payee directly.

Under the SEPA Credit Transfer rulebook, an originator may also request a recall without a specific reason, using CUST.

Your bank’s implementation guide and the scheme’s rulebook (for SEPA, the EPC rulebooks) say exactly when it may use CUST; banks do not all apply a code the same way.

Look up CUST from a script or an AI agent

Scripts and AI agents get this code’s name, definition, where it sits and the address of this page from GET /api/v1/explain, keyless, or from the explain_code tool of the MCP server (API and MCP docs; add it to Claude, Cursor or VS Code).

REST · curl
curl -s 'https://iso20022-navigator.com/api/v1/explain?code=CUST&kind=status_reason'