Disputes and Complaints

PAYLATER aims to provide our customers with seamless experience and excellent services. However, sometimes things can go wrong and if this happens PAYLATER is committed to do our best to address the concerns and problems.


If you have a concern or question regarding about a purchase/shopping, please contact the merchant directly. This is often the fastest way to resolve the matter.

If a situation arises where:

  • Your “online shopping” not delivered; or
  • Your “online shopping” delivered but you have not received it; or
  • The product you received is faulty; or
  • A purchase made without your authorisation; or
  • The merchant where you made a purchase and no responses were made.


We are always here to resolve the matter. We may ask for additional documents from you to assist in resolving any complaints and disputes and will need your assistance to facilitate a resolution.


If you feel you have encountered any of these issues and unable to resolve with the merchant, please call us at +60 18 208 5455 or email us at disputes@paylater.com.my.


Our team will investigate your dispute and attempt to resolve your complain through our Internal Resolution Handbook.


Please take note that our merchants agreement allows a thirty (30) days period before a disputed order can be refunded on the behalf of the retailer. Our dispute process allows a fourteen (14) days delivery period, unless otherwise stated with a different time frame being agreed.