Sent DuitNow to the Wrong Person? Refunds, QR Merchant Disputes and Failed Payments

Sent a DuitNow transfer to the wrong person? Contact your sending bank immediately. If you paid a merchant through DuitNow QR and the goods never arrived, the route is different: approach the merchant first, then your bank or eWallet provider if it remains unresolved. A failed payment showing an unexpected debit is a third situation.

These differences matter because PayNet's 60-calendar-day reporting guidance for eligible merchant payment disputes must not be presented as a universal recovery deadline for mistaken personal transfers. PayNet separately tells users who entered the wrong DuitNow ID to contact their bank straight away. See its transfer FAQ and domestic dispute guidance.

Identify the transaction problem first

Mistaken recipient: what to tell the bank

1. Use your bank's official app, website or published customer-service channel.
2. Explain that you made a mistaken DuitNow transfer. Provide the date, time, amount, transaction reference and the recipient identifier shown on the confirmation.
3. Ask the bank to register a case and explain the fund recovery procedure.
4. Keep a case reference and monitor progress using bank-approved channels.
5. Do not disclose your OTP, banking password or PIN to anybody offering to recover your transfer.

A completed instant transfer should not be assumed reversible by a simple 'undo' action. The receiving arrangements and cooperation of the parties may affect any recovery attempt. Avoid publicly posting a recipient's personal identifiers.

One RM500 example—with two different outcomes

Hypothetical case: You meant to send RM500 to a friend but clicked the wrong registered mobile number. Your banking app says 'Successful'. The right next step is to call the sending bank immediately with the transaction reference; there is no promise you will get the money back today.

Now suppose the same RM500 was a DuitNow QR payment to a shop, and an item you paid for was never supplied. Contact the shop, preserve your order record and then approach the bank/eWallet's merchant dispute channel if necessary.

These are illustrative scenarios, not documented incidents or guaranteed refunds.

QR merchant disputes: what is the 60-day rule?

PayNet says customers should first raise the problem with the merchant. If it isn't resolved, submit an eligible DuitNow QR dispute to the bank or eWallet provider within 60 calendar days of the transaction. Its domestic dispute FAQ describes an acknowledgement normally within one business day and a communicated resolution timeframe, generally around 14 calendar days; this is not a refund guarantee, and partial recovery is possible. PayNet dispute FAQ; merchant non-delivery guidance.

Act promptly. Do not interpret this merchant-dispute reporting period as permission to wait 60 days before reporting a mistaken recipient or suspected scam.

Evidence checklist

Have these ready when reporting a problem:

• Date and precise time, amount and sending provider;
• Transaction ID, receipt and the success/failure confirmation;
• Recipient details shown by the payment app, or the merchant's name and location;
• Order number, receipt and product or service description when relevant;
• Messages with the merchant, a clear reason for the dispute and any refund request already made;
• Your case reference and dates of subsequent bank contact.

Provide sensitive information only through legitimate bank channels.

Is it a scam rather than a payment dispute?

A suspicious, deceptive transfer is different from a buyer-seller disagreement. Immediately contact your bank and the appropriate official anti-scam response channels. For a Malaysia-specific next-step checklist, read JomGuide's guide to acting after a scam.

Common questions

Can I cancel a successful DuitNow transfer? Do not assume an instant payment can be cancelled. Ask your bank to investigate and attempt recovery immediately.

Does reporting within 60 days guarantee my money back? No. It concerns eligible disputes, not automatic reimbursement.

What if my QR payment dispute is unresolved? Keep your case number, follow up through official bank/eWallet channels and ask about the provider's escalation process.

Should I retry a payment marked failed? First check whether your account was actually debited and confirm the transaction status to avoid duplicate payment.

Sources: PayNet transfer FAQ, domestic dispute FAQ, checked 27 October 2026.