You can view the status of your company's transfer on your MoneyMatch (PULSE) dashboard.
What happens to my order?
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 these payment options:
- Preferred Method: Pay with FPX (B2B)
- Alternative Method: Make a Payment via Bank Transfer, DuitNow, or Cheque
- To learn more about how to make payment, refer to the Payment Guide for Business users
- Do note that the alternative method may result in delays to order processing.
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 2 business days of order creation, the order auto-cancels.
- This will only appear if Manual Payment is used.
To help speed up the process, kindly upload your Payment Receipt directly in PULSE.
Once uploaded, the system will detect it and process your payment faster.
Simply log in to PULSE, go to Transactions, find your order under Pending Deposit, click I have made my payment, and upload your receipt.
Here’s a quick guide for your reference:
1. Log into PULSE
2. Click Activities
3. Select Transfer History
4. Locate your order, under Pending Deposit
5. Click "I have made my payment" & upload your payment receipt
For step-by-step guidance, kindly refer to this link:
Payment Guide for-Business Users in Malaysia
3. Payment Authorization: Pending FPX Payment Authorization
- Once FPX payment is authorized, the order status will change to Processing
- See How to make payment for my company's order via Pay with FPX (B2B)?
What happens to my order (after successful payment)?
1. Processing: The order is being processed
- Your order will be screened by the Compliance team.
- If additional documents/clarification are needed, the status will change to Action Required.
- After it has cleared compliance, it will be processed by Operations.
- Our Customer Support team will reach out to you if additional documents/clarifications are required.
2. In-Transit
- 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
3. Cleared: Order is Cleared
- After 3 business days, the order status will be automatically changed to Cleared.
- Your recipient should have received the funds.
- If the funds have not reached your recipient, kindly reach out and Submit a Request or call +603-3099 3889.
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Alternatively, you may download the Remittance Receipt directly from Pulse, once you receive a cleared notification email for your order(s).
Here’s a quick guide for your reference:
1. Click on "Activities"
2. Select "Completed" and enter the dates.
3. Click on the icon to download the receipt.
Action Required/ Incomplete order
Do take note that the order will be refunded after 48 hours (from the time of deposit) if the relevant supporting documents/ clarifications are not submitted
1. Action Required: Additional Clarifications Required
Compliance:
- We may request additional clarifications and information via the App/ MoneyMatch platform.
- You will also be notified via email when additional clarification is required.
STEP 1. Go to your registered email address
STEP 2. You should receive a notification email titled: "Additional Clarification Required For Your Remittance Order #000XXXXXXXXX
Further details on what is required will be indicated in the email.
- See How to Provide Additional Clarifications Required
Here’s a quick guide for your reference:
1. Log into the platform
2. Select Dashboard
3. Click Action
Customer Support
- Our Customer Support team will reach out to you via customer.support@moneymatch.co for retail customer or the WhatsApp Support group chat for business customer if further clarifications are required by our Operations team.
2. Action Required: Please upload additional documents
- Our Customer Support team will reach out to you if further clarifications or additional supporting documents are required.
- See Types of supporting documents required
- The type of document required will be shown on the platform. For a detailed guide see How to Upload Additional Documents
In the case of a refund
1. Refund in Progress: The order is being refunded
- We are unable to carry out your order and it has been put to refund.
- If you do not know why your order has been put to refund, kindly reach out to us via call or Submit a Request.
- For more information, see the Cancellation and Refund Section.
2. Refunded: Order is refunded
- The refund has already been executed. You should be able to anticipate the funds to be credited into the relevant account.
- See How long do refunds take?
