For Personal Users, you can view the status of your transfer on the MoneyMatch App or the web browser.
What happens to my order once it is created (before payment)?
1. Pending Deposit: Order is Pending Deposit
- You can pay for your order if you have not deposited the funds in our MoneyMatch Account
- You may choose from two payment options:
- Preferred Method: Pay with FPX
- Alternative Method: Make a Manual Payment via Bank Transfer or DuitNow
- Manual Payment will come into play if your bank payment gateway is down.
2. Payment Verification: Uploaded payment slip is being verified
- During this stage, we verify the deposit of your funds to our account. If the funds are not deposited within 24 hours of order creation, the order auto-cancels.
- If Pay with FPX is used, this step is skipped. The order status will change to Processing.
What happens to my order after Successful Payment?
1. Processing: The order is being processed
- Your order will be screened by our Compliance team.
- If additional documents/ clarifications are needed, the status will change to Action Required.
- After it has cleared compliance, it will be processed by Operations.
- Provided no other documents are required, the order will continue to be processed.
- Our Customer Support team will contact you if additional documents/ clarifications are required.
- Your order has been processed by Operations, and it is well on its way to your recipient!
- Once In-Transit, it should reach your recipient in 1-2 business days. Kindly note that this timeline will be impacted by the operating hours of the receiving bank.
- You can download the Remittance Receipt once it is In-Transit
- After three business days, the order status will automatically change to Cleared.
- Your recipient should have received the funds.
- If the funds have not reached your recipient, kindly reach out and Submit a Request with proof that the funds have not reached the recipient to speed up the investigation.
Action Required/ Incomplete order
If the supporting documents are not provided in time for our Compliance Team to verify, the order will be refunded after 48 hours from the time of deposit.
1. Action Required: Additional Document/ Clarification Required
Compliance:
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We may request additional clarifications or documentation via the App/ MoneyMatch platform and email.
- See How to Provide Additional Clarifications Required
- See How to Upload Additional Documents
Customer Support
- Our Customer Support team will contact you via customer.support@moneymatch.co should further clarifications be required by our Operations team.
- So kindly keep an eye out when it comes to your registered MoneyMatch email!
- To avoid such correspondences ending up in SPAM, add customer.support@moneymatch.co to your contacts.
In the case of a refund
1. Refund in Progress: The order is being refunded
- Unfortunately, we cannot proceed with your order, and it has been designated for a refund.
- If you do not know why your order is on track for a refund, kindly call or Submit a Request.
- For more information, see Cancellation and Refund.
2. Refunded: Order is refunded
- The refund has already been executed. You can expect the funds to be credited to the respective account.
- See How long do refunds take?
