不到客人的汇款，是怎么回事？

有个克罗地亚的客人，汇款到我司的香港东亚银行账户，但是款项老是退回给客人。 原因如下：for administrative reason. this payment order is now consider cancelled. if you wish to re-effect payment plase send new instructions directly to our funds transfer department wiht our reference to this file. (this's a copy of message wihch we received from Wells fargo Bank N.A.New York) 求高人指教。 （打电话到东亚银行，银行一定要我们老板亲打电话才能查原因，tmd,因为老板度假去了。也问不了)