✅ Frequently Asked Questions (FAQs) – Dispute Management
For PayNet participants: How do I raise a dispute for a PayNet transaction?
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 end users: How do I raise a dispute for a PayNet transaction?
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.
What are the common types of disputes in PayNet payment products?
Common disputes include unauthorized transactions, duplicate charges, billing
errors, non-receipt of goods or services, transaction failures, and delayed payments.
For PayNet participants: What is the typical timeline for dispute resolution?
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.
Who is responsible for handling disputes at PayNet and member banks?
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.