Order Tracking for Business Users

You can view the status of your company's transfer on your MoneyMatch dashboard.

What happens to my order? 

1. Pending Deposit: Order is Pending Deposit

• You can pay for your order if you have not deposited the funds in our MoneyMatch Account
• You may choose from these payment options:
  
  • Bank Transfers
  • Cheque

2. Payment Verification: Uploaded payment slip is being verified

• During this stage, we are waiting for your funds to be reflected in our account. If the funds not deposited within 2 business days after order creation, the order will be auto-expired.
• Once funds are received the order status will change to Processing

 

What happens to my order (after successful payment)? 

1. Processing: Order is being processed

• Your order will be screened by the Compliance team. 
• If additional documents/ clarifications are needed, the status will change to Action Required.
• After it has cleared compliance, it will be processed by Operations.
• Our Customer Support team will reach out to you if additional documents/ clarifications are required.

2. In-Transit

• Your order has been processed by Operations and it is well on its way to your recipient!
• Once In-Transit, it should reach your recipient in 1-2 business days. Kindly note that this timeline will be impacted by the operating hours of the receiving bank.
• You can download the Remittance Receipt once it is In-Transit

3. Cleared: Order is Cleared

• After 3 business days, the order status will be automatically changed to Cleared.
• Your recipient should have received the funds.
• If the funds have not reached your recipient, kindly reach out and Submit a Request

Action Required/ Incomplete order

Do take note that the order will be refunded after 48 hours (from the time of deposit) if the relevant supporting documents/ clarifications are not submitted

1. Action Required: Additional Clarifications/ Documents Required

Compliance:

• We may request additional clarifications or extra documents via the App/ MoneyMatch platform.
• You will also be notified via email.
• See How to Provide Additional Clarifications Required 
• See How to Upload Additional Documents

Customer Support

• Our Customer Support team will reach out to you via [e-mail] should further clarifications are required by our Operations team.
• So kindly keep an eye out when it comes to your registered MoneyMatch email!
• To avoid such correspondences ending up in SPAM, do add [e-mail] as your contacts.

 

In the case of refund

1. Refund in Progress: Order is being refunded

• We are unable to carry out your order and it has been put to refund. 
• If you do not know why your order has been put to refund, kindly reach out to us via call or Submit a Request.
• For more information, see the Cancellation and Refund Section.

2. Refunded: Order is refunded

• The refund has already been executed. You should be able to anticipate the funds to be credited into the relevant account.
• See How long do refunds take?