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What should I do if I have received a successful payment notification and money has successfully been deducted from my account, but the merchant claimed payment was not received? Do I have to perform another payment if requested by merchant?

If you encounter this issue, first refresh your mobile wallet to verify that the transaction amount has been deducted and appears in your transaction history. If the deduction is confirmed, show the successful payment notification to the merchant as proof of payment.

Encourage the merchant to check with their Bank or e-Wallet acquirer to verify whether the payment has been processed successfully.

If the merchant is still unable to release the goods or services, do not make another payment. Instead, contact your Bank or e-Wallet issuer to discuss the next steps, which may include a request for a refund.