How does senangPay protect my data and my customers’ data?
senangPay is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA). We implement robust data protection measures to ensure that your personal information is collected, stored and processed securely. We only use your data for the purposes specified and have respective protocols to prevent unauthorised access.
Dispute Process
Learn more about the process here.
A customer has filed a dispute for their payment. What should I do?
When a customer disputes a payment, it’s essential to act quickly and provide as much information as possible. Here’s what you should do: 1. Review the details of the dispute carefully and gather all relevant transaction information. 2. Respond promptly with a clear explanation of the transaction and provide any supporting documents (eg: receipts, proof […]
How do I prevent non-local cards from being used in my transactions?
If you prefer not to accept non-local cards for your transactions, please contact our customer support at [email protected] or open a support ticket explaining your reasons. Our Compliance & Risk team will review your request based on any potential risks associated with accepting non-local card payments for your business.
I received an email/SMS saying I’ve been charged by senangPay. What should I do?
Please note that this notification may have been automatically generated by the merchant’s (seller’s) senangPay system upon transaction. If you’re unsure about the origin of the transaction or it doesn’t match any recent purchases, please send us an inquiry along with the SMS or email proof showing that your card was charged by Simplepay Gateway […]
I’m a customer, and I would like to request a refund for a purchase made through senangPay. What should I do?
Please note that senangPay is a payment gateway that enables merchants to collect payments from their customers. For refund requests, the responsibility lies with the merchant (seller). Therefore, please contact the merchant directly for any refund requests.
The payment was declined by the customer’s bank. What should I do?
Please advise the customer or cardholder to contact their card-issuing bank for further assistance.
How long does a refund usually take?
Refunds typically take up to 14 working days to process.
How do I issue a refund to a customer?
To issue a refund, click on the “Request Refund” button located in the row of the specific transaction. A payment form will appear, and you can follow the instructions to complete the process. Please note that refunds are only available for card and eWallet transactions: Card refunds can be processed as per your needs. For […]
I can’t proceed with cash out or settlements. Why is this happening?
Settlement timing: Your settlement might be processed in the next batch or it might not be a settlement day yet, such as a public holiday. Please refer to the settlement schedule for more details. Incomplete documents: Your documents may be incomplete for account verification purposes. Please log in to your dashboard and complete the required […]
