What to do if you suspect a senangPay merchant is committing fraudulent acts.
A. Suspected fraud
If you happen to discover or suspect any of our merchants or others of committing fraud, kindly let us know as soon as possible through the following channels:
1. Click on the green “Help” button below this page to submit your report.
2. Communicate directly with our Risk and Compliance department via e-mail correspondence at risk_compliance@senangpay.my. We will take immediate action on this matter.
B. Withhold Transaction Process
An acquiring bank is potentially liable for losses caused by merchant fraud, including merchants engaged in deceptive or misleading practices. The risk may occur at the payment facilitator level, when products, services, or systems associated with processing are not properly reviewed for compliance, or when the operations are not consistent with law, ethical standards, or the card scheme’s policies and procedures.
Under the Risk Management division, senangPay practices to review and validate every merchant’s transaction of sales activity, transaction patterns and authentication of transaction in which :
A transaction may be withheld due to the following circumstances upon transaction monitoring:
1. Non-3D authenticated transaction
2. Massive failed transactions occurring on the merchant’s account
3. Disputes/complaints received from cardholders
4. Mismatch on business activity against documents presented during registration
5. Excessive chargebacks due to merchants’ business practices or procedures
6. Excessive deposits for transactions unauthorised by cardholders
7. Credit or debit card fraud convictions
8. Merchants fail to provide complete supporting documents as requested by Risk and Compliance
9. Merchants fail to be reached via any form of communication
10. Any occurrences which are deemed to be suspicious under senangPay's review process that requires further explanation
senangPay will hold any transactions under the listed circumstances. A verification e-mail will be sent to merchants to request for supporting documents before the settlement is processed. Should merchants fail to provide any of the requested documents or additional explanation, the transaction will be withheld for 120 days following the chargeback filing window.
senangPay will also send a verification e-mail to the bank as part of the process of authenticating a non-3D or suspicious transaction. The withheld transaction will only be released for settlement upon receiving the authorisation confirmation from the bank.