Everything You Need to Know
Making your first transfer with Retorna is easy. Follow these steps for a successful transaction:
At Retorna, we make it easy to connect with your loved ones. Currently, you can send money from:
Chile to Venezuela, Colombia, Peru, USA, Argentina, and Spain.
Colombia to Venezuela, Peru, USA, Argentina, and Spain.
Peru to Venezuela.
European Union countries to Venezuela, Colombia, Argentina, and Peru.
At Retorna, we always aim to provide you with the best exchange rates. The current rate is displayed directly in the app before you confirm your transfer, ensuring you get the best value.
Payment methods vary depending on the country you’re sending from. Watch our tutorial video "Payment Methods" to learn about the options available for your location. (Link to payment methods playlist.)
View payment methods in Chile
If something goes wrong, our support team is always ready to help. Contact us via WhatsApp. You'll always interact with real people, not bots.
Te enviaremos una notificYou’ll receive a notification via email, and you can check the status as "Delivered" in the app.ación por correo, y además en la app podrás ver el estado como "Envío entregado".
Limits depend on the country and local regulations. For example, from any European country to Venezuela, the minimum amount is €3.
Not always. Depending on the service, recipients can collect cash at authorized points, use digital wallets, or receive direct bank deposits.
From Chile: RUT (valid or expired for Venezuelans).
From Colombia: Colombian ID, PPT (valid), or passport (valid or expired).
From Peru: A valid national ID (DNI).
From Spain and Europe: Requirements vary by country, but the most common are a valid passport or, for Venezuelans, a passport (valid or expired).
Unfortunately, no. Once deleted, accounts cannot be restored, and the same email cannot be reused. However, you can create a new account with a different email.
If the transfer doesn’t reach the recipient, contact our customer service team immediately. Retorna’s 24/7 dedicated team is here to assist you every step of the way.
To request a refund for your payment, there are certain conditions to keep in mind:
Processing Time: Refunds may take up to 30 business days to be credited back to your account.
Administrative Fees: The bank charges administrative fees for processing the refund, which must be covered by the customer.
How to Request a Refund: Send an email to denuncias@retorna.app with the following information:
Proof of Bank Account Ownership: A document provided by your bank through its app or website confirming account ownership.
Reason for Refund: Clearly explain why you are requesting the refund.
Full Name of the account holder.
RUT (National ID Number).
Bank Name.
Account Type (e.g., savings, checking).
Account Number.
Document Number.
Payment Receipt.
Important Note: All requested information is mandatory. Please provide complete details to avoid delays in processing your refund.
