The merchant refuse to accept my card
We are sorry about this, kindly contact us in the in-app chat with the merchant information and we will work with the merchant to solve the issue.
Why am I seeing my refund is “On hold”?
When the refund amount is stated as ‘on hold’, there is a high probability that your wallet has already reached or almost reached its maximum limit. Therefore, the refund process could not be completed as the wallet limit is only capped at RM10,000. Kindly ensure your wallet does not reach the limit when you are expecting a refund.
Otherwise, Kiple will send the refund amount via bank/financial institutions. You may contact/chat with our Customer Support for further information.
What is pre authorization amount?
A pre-authorization is a temporary hold of a specific amount of the available balance on your prepaid card until the merchant performs a settlement of which the actual amount charged shall be posted to your KiplePay App.
Is the amount deducted from my available balance of credit limit?
Yes, this amount will be earmarked from the available balance of your credit limit until settlement is performed by the merchant on the actual amount charged.
If the merchant failed to do settlement what will happen to the pre-authorization amount?
The pre-authorization will drop subject to pre-authorization period set by the Issuer and the funds will be released back to the cardholder account
What will happen should there be double transaction for the same amount?
Kindly report to the Kiple should you notice that there had been duplicate charge in your account within the stipulated timeframe. The Kiple will verify cardholder transaction date and amount. If found genuine, the Kiple shall drop the amount manually.