Payment-Related Questions
1. What payment methods are supported?
We support various payment methods, including:
- Credit & debit cards (Visa, Mastercard, MyDebit)
- E-wallets (Touch n’ Go, Boost, GrabPay, ShopeePay, Maybank QRPay, DuitNow, WeChat Pay, Alipay +)
- Online banking & FPX
- Credit/Debit Cards: Usually instant, but may take up to 24 hours in some cases.
- E-wallets: Typically instant.
- Online Banking (FPX, Bank Transfers): Usually within minutes but can take up to 1-2 business days.
3. Why was my (refer to Cardholder) payment declined?
A payment may be declined for several reasons:
- Insufficient funds in your account.
- Incorrect card details (expiration date, CVV, or card number).
- Bank restrictions on international or online transactions.
- Suspicious activity detected by the bank.
- Technical issues with the payment provider or network. (We recommend checking with your bank or trying another payment method.)
4. How do I (refer to Cardholder) check my payment status?
You can check your payment status by:
- Logging into your merchant/customer account and navigating to the transaction history.
- Contacting bank with your transaction reference ID.
5. Can I (refer to Cardholder) cancel a payment after it’s been made?
Payments are usually processed instantly and cannot be canceled once completed. However, you may request a refund from the merchant based on their refund policy.
6. What should I do if I (refer to Cardholder) was charged twice for the same transaction?
If you see a duplicate charge:
- Check your transaction history to confirm the duplicate.
- Contact our support team with both transaction IDs.
- Refunds for duplicate transactions will be processed within 5-7 business days.
7. How secure are transactions processed through your gateway?
Security is our top priority. We follow industry best practices, including:
- PCI DSS Level 1 compliance to ensure secure payment processing.
- End-to-end encryption for all transactions.
- Fraud detection & monitoring to prevent suspicious transactions.
Refund-Related Questions
1. How do I (refer to Cardholder) request a refund?
Refunds must be requested through the merchant where the transaction was made. Merchants can process refunds via their dashboard.
2. Will I (refer to Cardholder) get a full refund or only a partial refund?
This depends on the merchant’s refund policy. Some merchants may offer full refunds, while others may deduct transaction fees or partial amounts.
3. What happens if a refund request is rejected?
If a refund request is rejected, it may be due to:
- Insufficient funds in the merchant’s account.
- The transaction being too old (beyond the refund window).
- Non-refundable services/products as per the merchant’s policy.
- In such cases, you can contact the merchant for further assistance.
4. How do chargebacks work, and how can I (refer to Cardholder) dispute one?
A chargeback occurs when a customer disputes a transaction with their bank. Merchants can:
- Provide proof of transaction fulfillment to dispute the chargeback.
- Respond within the required timeframe (usually 30-45 days).
5. Does the refund include transaction fees, or are they non-refundable?
This depends on the merchant and payment gateway policy. Some transaction fees are non-refundable.
6. Are refunds processed to the original payment method?
Yes, all refunds are processed back to the original payment method used for the transaction.
