If there are any errors in the order details that might cause the transaction to fail, kindly contact us immediately.
Here is a step by step guide on how to notify us regarding the incorrect recipient details.
- 1. Submit a request
Please Submit a Request and provide the details of your order (with your Order ID, your name, and the correct recipient details). - 2. Pending review
Once you have submitted the request, MoneyMatch will take into consideration your request. Depending on what extent has the order been processed, we will notify you accordingly on the available solutions.
The solutions provided will depend on the situation and the status of the funds.
Please note that reprocessing may not even be possible due to the sensitivity of the data and/or our various partner's policies. - 3. Consider the solutions provided
Once we have reviewed your request, we may provide the solutions below:
- Request for Reprocessing
- If an amendment/ reprocessing is available, we will submit the correct recipient details to our partner for reprocessing.
- Kindly note that it may take another additional 1-2 business days for the funds to be credited to your recipient.
- For future orders, it is advised that you delete the recipient with the incorrect details and add a new recipient.
- Request for Refund
- If an amendment/ reprocessing is not available, we will proceed with a refund.
- Once the transaction is rejected and the funds are returned to us, we will initiate a refund back to you.
- Kindly wait for the funds to be returned to you. See How long do refunds take?
- When the refund has been executed, the order status will be shown as "Refunded".
- Request for Reprocessing