Disputes can be raised via the respective channels depending on the product: For MyDebit and SAN, disputes are initiated through the One Stop Portal (OSP) by participants. For DuitNow, disputes can be raised on the RPP BO Portal. FPX, eSPICK, and JomPAY disputes can be raised by contacting the PayNet Partners team.

For DuitNow local transactions, customers should first contact the merchant within 60 calendar days of transaction, and if unresolved, escalate to their bank or eWallet.

For DuitNow cross border transactions, customers must contact the merchant within 30 calendar days. Required details for both transaction types include transaction date, amount, reference number, and supporting documents such as receipts or screenshots.

Common disputes include unauthorized transactions, duplicate charges, billing errors, non-receipt of goods or services, transaction failures, and delayed payments.

Timelines vary: DuitNow domestic disputes are generally resolved within 14 calendar days after acknowledgment, while DuitNow cross-border disputes may take up to 30 business days due to complexity. MyDebit disputes follow an approval and investigation workflow that may vary depending on the case.

Disputes are managed collaboratively: The Initiator Bank Members raise disputes, which require approval from Initiator Bank Managers. Cross Bank Members and Cross Bank Managers review and approve or reject disputes. PayNet facilitates the process and settlement between banks.