✅ Frequently Asked Questions (DuitNow Domestic Disputes)
For end-users: How do I initiate a dispute for DuitNow domestic QR or transfer transactions?
Customer should first contact the merchant to resolve the issue. If unresolved,
they can escalate to their bank or eWallet within 60 calendar days of the payment
date, providing transaction details and supporting evidence such as receipts.
For end-users: What documents are required to support a DuitNow domestic dispute?
Required documents include payment date, time, amount, receipt or reference number,
merchant details (store name, location), reason for dispute, and any other information
requested by the bank or eWallet to substantiate the claim.
For end-users: What is the dispute reporting timeline for DuitNow domestic transactions?
Disputes must be reported within 60 calendar days from the transaction date to
ensure timely investigation and resolution.
For end-users: How long does DuitNow domestic dispute resolution take?
Banks or eWallets acknowledge receipt within one business day and provide a resolution
timeframe, generally within 14 calendar days.
For end-users: What happens if the merchant does not respond to a DuitNow dispute?
If the merchant fails to respond or resolve the dispute within the stipulated
period, you may contact your Bank or e-Wallet via any available channels provided
by your Bank or e-Wallet either verbally or in writing, via Customer Careline,
email etc. to raise a dispute or request for a refund.
For end-users: Is there a time limit for which I can dispute or request for a refund?
For your Bank or e-Wallet to effectively investigate and resolve your claim,
you are recommended to contact your Bank or e-Wallet within sixty (60) calendar
days from the date of the DuitNow QR payment was made.
For end-users: I have raised the dispute or request for a refund via my Bank or e-Wallet's channel. What should I do now?
You will receive an acknowledgement of receipt within one (1) Business Day. Your
Bank or e-Wallet will also inform you of the resolution time frame and provide
an escalation path if the issue is not resolved within the committed time.
For end-users: I was not able to get my full DuitNow QR payment refunded. Is this possible?
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.
Example Scenario:
A customer makes a purchase for RM50 and requests a refund. Based on the circumstances, the acquirer may only be able to recover and refund part of that amount (e.g., RM30), despite best efforts to retrieve the full RM50.
Example Scenario:
A customer makes a purchase for RM50 and requests a refund. Based on the circumstances, the acquirer may only be able to recover and refund part of that amount (e.g., RM30), despite best efforts to retrieve the full RM50.