✅ Frequently Asked Questions (DuitNow Cross-Border Dispute)
For end-users: What additional information is needed for cross-border dispute cases?
Besides standard transaction details, customers may need to provide the date and time of the transaction, screenshots, receipts or reference numbers, refund requests, merchant correspondence, and any proof of fraud or unauthorized activity.
For end-users: What is the timeline for reporting and resolving DuitNow cross-border disputes?
Disputes must be reported within 60 calendar days from the transaction date to ensure timely investigation and resolution.
For end-users & participants: How are refunds handled for cross-border DuitNow disputes?
Yes, this is possible. It may happen when your bank or e-wallet provider is only able to partially recover the disputed amount. For example, if only part of the amount can be recovered due to the nature of the transaction or the refund process.
For end-users: What should I do if I suspect fraud in a DuitNow cross-border transaction?
Report immediately to your bank or eWallet and provide all relevant evidence. Early reporting helps prevent further losses and expedites investigation.
For end-users: What happens next after I raise a dispute?
You will receive an acknowledgment within one (1) business day. Your
issuer will
share with you the resolution timeline and provide escalation procedures
if necessary.
For end-users: I was informed by my Bank and e-Wallet issuer that my dispute case or request for refund has been approved. How do I receive the money to be refunded?
Refunds approved by your Bank or e-Wallet issuer are typically credited
back
to the account used for the original DuitNow transaction, provided it
remains
active.
For end-users: Can I submit a request to recover my money due to fraudulent transactions?
Yes, you may contact your Bank or e-Wallet issuer via the available channels
provided by your Bank or e-Wallet issuer either verbally or in writing,
via Customer
Careline, email etc. to file a dispute and request for a refund.