1. PAYMENT METHODS
1.1 All request for refund and cancelled orders except order paid by credit / debit cards will be processed to be refunded to your shoppymore (SM) e-wallet or bank account of your choice.
1.2 If you have activated SM e-wallet, your refund will be credited to your SM e-wallet account or bank account. This process may take up to 24 hours to reflect the refunded amount in your SM e-wallet Account or bank account.
1.3 Please note that your SM e-wallet account or will need to be verified by our Shoppymore team and the verification process will take up to 24 hours. (This withdrawal will take 3 working days to complete and shown in your bank).
1.4 If you have not activated your SM e-wallet account or bank account within 3 days from date refund accepted, the refund will be released to your bank account. You may update your bank account number using the steps below.
1.5 Once you have updated the bank account details, the refund amount will be credited to your bank account or SM e-wallet updated within 3 working days.
1.6 SM e-wallet is a storage of funds within Shoppymore where you will be able to use this fund to pay new orders. The source of the fund can be from:
2. Unlock SM e-wallet account
2.1 OSM e-wallet account will be locked temporarily for 30 minutes if you have inserted a wrong PIN three times.
2.2 After 30 minutes SM e-wallet pin verification resumes. If you enter two more times of wrong pins consecutively, SM e-wallet will be locked automatically in security purposes and can be only unlocked by contacting our Customer Support. Please contact SM e-wallet customer support to unlock your SM e-wallet.
2.3 If we receive a request from authorities to investigate your SM e-wallet account, we will assist in the investigation by freezing your SM e-wallet Account (if required) throughout the investigation process and / or provide authorities with your account details.
2.4 If your SM e-wallet account is being locked, please do provide the following information to our email@example.com for further action with three simple steps.
3. Buyer Protection
3.1 We do encourage you to have a look at Refund and Return Policy and how does it protect me as a buyer. This article explains in detail and may help you better protect yourself in the event if you received dissatisfied item and how can I apply for a return refund by looking into these aspects.
4. Resolve a Dispute
4.1 Upon receiving a dispute request, Shoppymore will investigate the dispute case and based on the proof submitted by both parties, attempt to come to a fair resolution.
4.2 Shoppymore will try to complete the investigation within 3 to 7 working days from the date either party raised a dispute. At the same time, both seller and buyer are advised to keep track of the case via their email in case our dispute agent need clarification about the proof submitted or additional proof.
4.3 To understand better on what documents are we looking for, please refer to article "What are the supporting documents required for a refund request case".
4.4 Once the case reached a conclusion, our dispute team will inform both buyer and seller via email about the status of the case. Payment will be released to the buyer if the request for refund is successful.
5. Payment Policy
5.1 Please be informed, the Payment Policy are applied to all purchase from our company and vendor at Shoppymore.
5.2 Customer are required to remit a successful payment upon checking-out the order/item to complete the purchase. Once completed, the order/item will be shipped out accordingly. Customer may refer to our Shipping Policy for reference.
5.3 The payment method is only through our official Payment Gateway enabling online payment purchase(s) to be paid Physically at designated retail store, 3D Secure verified Credit Card & Debit Card, Online Banking and E-Wallet channel.
5.4 For Credit Card & Debit Card holder, kindly ensure that your card is 3D Secure Verified and enabled for e-commerce/online purchase feature. Card holder may contact the issuer bank regarding this matter.
6. PAYMENT ERROR
6.1 Firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card.
6.2 After this, please contact us by going to 'contact us' tab on our homepage to submit details and we will investigate further.
6.3 To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or unsure about any of the below; just give us as much information as you can):
6.4 We will send you an email confirming your issue and we will keep you updated on the issue via email.
7. Payment Failed, But Account Balance Deducted?
7.1 Experiencing failed payment result, but your card/account balance being deducted by bank? Do not worry, please do let us know and we will follow up with our Payment Gateway for your payment result!
7.2 In this e-Commerce era, a defer update case on online payment are caused by bank system or intermittent network issue. In this case, Shoppymore will proceed with transaction status follow up procedure with payment gateway provider. There will be possibility the payment status returned as Successful or Failed by the payment gateway provider.
7.3 If the payment status returned as Captured, Shoppymore will proceed with the Order delivery to your doorstep.
7.4 If Failed, your issuer bank will reverse the payment to your account within 7-14 working days. Please do let us know if there is still no reversal amount to your account after the said period and we are happy to assist you further.
8. What is Defer Update payment status?/span
8.1 Due to bank, payment switch or intermittent connection issue, our Payment Gateway will not be notified or updated with the payment status from the issuer bank site. This will cause our Payment Gateway failed to query the payment status from the payment channel until receiving EoD Report (End of Day) on the next Business Day.
8.2 In this case, the finance team from our Payment Gateway will update the payment status (Success or Failed) according to the report received. Hence, this occurs Defer Update to the payment remitted by our customer.
9. PAYMENT DECLINED
9.1 If your credit or debit card was declined, check to see if your card is expired, available balance/limit, out of date or your card billing address is different to the billing address on your account.
9.2 If the above does not help, your Credit Card Company or bank will have more information.
10. PAYMENT CURRENCIES
10.1 All prices displayed on Shoppymore website are quoted in MYR Ringgit Malaysia and are valid and effective only in Malaysia.
11. Is It Safe to Shop shoppymore.com?
11.1 It is safe to shop online and shoppymore .com keeps your information discreet. The payment gateway we use is I-Pay 88, Which is the leading payment gateway that connects international brands to the consumer across the region.
11.2 Also, the courier service we use which are world renowned, our in-house last-mile delivery service and our delivery services are form the world’s leading mail and logistics group. Rest assured that our payment service provider which is I PAY 88 are known to be reputable and governed by Bank Negara (National Bank of Malaysia) stringent policy.
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