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.
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1. Submit a request
Please Submit a Request and provide the details of your order (including your Order ID, your name, and the correct recipient details).
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2. Pending review
Once you have submitted the request, MoneyMatch will review it. Depending on how far the order has been processed, we will notify you accordingly with the available solutions.
The solutions provided will depend on the situation and the status of the funds. Please note that reprocessing may not be possible due to the sensitivity of the data and/or our various partners' policies.
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3. Consider the solutions provided
Once we have reviewed your request, we may provide the following solutions:-
Request for Reprocessing
- If reprocessing is possible, we will submit the correct recipient details to our partner.
- This may take an 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.
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Request for Refund
- If reprocessing is not possible, we will proceed with a refund.
- Once the transaction is rejected and the funds are returned to us, we will initiate a refund to you.
- Kindly wait for the funds to be returned. See How long do refunds take?
- When the refund is executed, the order status will be updated to "Refunded".
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Request for Reprocessing
