Generally, orders will be deposited into your recipient account within 1-2 business days after it has hit "In-Transit". This delivery time will be impacted by bank holidays in the receiving country.
After 3 business days, the order status will be automatically changed to "Cleared". Your recipient should have received the funds.
In the case that your recipient has not received the funds after 3 business days, kindly reach out to us to check on the status of your order.
Here is a step by step guide on how to raise an investigation.
- 1. Submit an investigation request
Please Submit a Request and provide the details of your order. Where possible, do provide some form of documented proof that your recipient has yet received the funds. This is not mandatory, simply a recommended measure to assist in speeding up the investigation process.
- 2. Pending
Once you have submitted the request, MoneyMatch will investigate with our payout partners and notify you accordingly.
- 3. Track your refund
Once the refund request is allowed, 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".