Discrepancy and Error Resolution Policy

Liability for Unauthorised Transactions

  • You may inspect your transaction history at any time by logging in to your account on the Webcash website and clicking the "Account Enquiry" icon.
  • It is very important that you contact us immediately if you suspect or believe your user ID or password has been tempered or compromised, or if someone has transferred or may transfer money using your account without your permission.
  • Upon receipt of your notification that your account has been compromised, we will immediately suspend your account.
  • You are liable for all transactions under your account, whether authorized or not, until we receipt of notification from you of an unauthorized transaction.
  • Webcash undertakes to reimburse you in full for any losses from unauthorised transactions through Webcash that occur after receipt of your notification and ascertaining that such act has been committed.

Notification of Errors and Unauthorised Transactions

  • To notify Webcash if you believe that there has been an error or unauthorised transaction, you may contact us via telephone at 03-83188977 or contact us using 03-83188977 on an urgent and immediate manner.
  • It is essential that we hear from you immediately upon the problem or error having occurred on your online statement otherwise you may lose your liability protection.

Our Liability for Errors

  • We will advise you of the results of our investigation within 10 working days upon receipt of notification by you and, if it is an error on ou part, we will rectify the same promptly. If we require time it shall be to the limit of 45 days to investigate your complaint or question. Under such circumstances, we will provisionally re-credit your Account within 10 days for the amount you report as an error, so that you will have the use of the money during the time it takes us to complete our investigation. If we require your complaint to be in writing and if we do not receive the written complaint within 10 working days, we may not provisionally re-credit your Account.
  • Upon the conclusion of our investigations, we will advise you of the results within three (3) working days. If it is determined that there was no error, we will forward you a written explanation and we may debit any provisional credit, any fees and/or interest provisionally credited in relation to the alleged error.

No liability

  • If we do not complete a transaction on time or credit you with the correct amount in accordance with the agreement, we will rectify the error but shall not be liable for losses or damages caused by such error or failure.

    In amplification and without derogating from the foregoing, we will not be liable in the following instances:-

    • Any terminal or system that was not functioning and which was within your knowledge and not duly reported of the non-function when your transaction was underway.

    • Through no fault of ours, you not having enough funds to make the transaction.

    • Circumstances beyond our control (such as fire, flood, vandalism or act of god) which has prevent the transaction, despite all reasonable preventive measure that has been undertaken by us.

  • If we discover a processing error, whether the error was on your part or Webcash's part, Webcash will rectify the error. If the error results in you receiving lesser amount of money than you were entitled to, Webcash will credit your Webcash account for the shortfall, if any. If the error results in you receiving more than you were entitled to, then Webcash reserves the right to rectify the transaction that was incorrectly executed, regardless of the nature and cause of such error.

What Constitutes a working day

  • Webcash's working days are Mondays to Fridays only. Saturdays, Sundays and public holidays are excluded.

Stopping Payments

  • You have the right to cancel or stop any payment from your account to a seller's account before your account has been credited. Please note that generally, your account will be credited instantaneously.

Retrieval Requests

  • Upon written request, copies of documentary evidence of transactions on your Webcash account are available for income tax and other purposes at a cost of RM10.00 per document. However, so long as the computer you use to access your WebCash account is connected to a functioning printer, you may be able to print your transaction history and/or the details of a specific transaction, without any additional charge.