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[Overseas Transfer] Overseas Transfer - Cancellations & Refunds

English | Bahasa Malaysia

 

1. How do I cancel my Overseas Transfer send transaction? 

• Please refer to the terms & conditions relating to Cancellations & Refunds. Kindly only proceed with the cancellation & refund request if you agree with the terms & conditions. If you have performed a Send Money transaction and wish to cancel the transaction, only the Cash Pickup receiving method can be cancelled, provided your recipient has not collected the funds.
• Please note that cancellations can only be performed if the beneficiary has NOT collected the funds.
• Please follow the steps below to perform a cancellation or refund request:

 

 

Step 1: Log in to the Shopee App
Step 2: Click on the ShopeePay e-wallet button on the Shopee homepage 
Step 3: Scroll down to view Transaction History 
Step 4: Click on the Overseas Transfer transaction you wish to pull up
Step 5: Scroll to the bottom and click Refund 
  
2. How do I receive the refund amount after cancelling a Send transaction? 

• If you cancel your Overseas Transfer Send transaction, your cancellation request will undergo a review by the ShopeePay Customer Service team. Once approved, we will request a payout from Western Union into your ShopeePay e-wallet. 
• If your Overseas Transfer Send transaction was rejected by Western Union, you will receive the refund amount in your ShopeePay e-wallet.

  
3. Where will my refund be credited to? 

 

If approved, you (sender) will receive a refund in your ShopeePay e-wallet. 
    
4. When will I receive the refund in my ShopeePay e-wallet? 

Please expect 5-7 working days to receive your refunded amount in your ShopeePay e-wallet. 
  
5. Why would my Send transaction be rejected? 

Occasionally, money transfers may be declined. This is due to a variety of reasons. Western Union is required to comply with regulatory standards and internal policies. If these are not met, your money transfer may be declined. 
    
6. Can I cancel the Overseas Transfer Send transaction after my beneficiary has cashed out at any Western Union agent? 

No. You are unable to cancel the Overseas Transfer Send transaction after the beneficiary has cashed out at any Western Union agent. 
    
7. Can my beneficiary/relatives/friends cancel the Western Union Send transaction on my behalf (sender)? 

No. Only the sender can cancel the Overseas Transfer Send transaction. 
    
8. Can my beneficiary’s relatives/friends collect the refunded principal amount and service fee at any Western Union agent located in Malaysia on my behalf (sender)? 

No. Only the sender can collect the refunded principal amount and service fee. The sender is not allowed to nominate relatives or friends to collect the refunded principal amount and service fee on the sender’s behalf. 
    
9. Will I be refunded the full amount?

 

• You will only receive the refund of the FULL amount (Principal + Transfer Fee) if the transaction was cancelled within 44 days from payment confirmation. 
• You will only receive a refund of PARTIAL amount (Principal only) for the cancellation if the transaction was cancelled 45 days or more from payment confirmation.

 

You may contact the ShopeePay helpline for issues relating to Overseas Transfers via chat or call and our Customer Support agent will reach out to you shortly. You may also call Western Union toll toll-free helpline at 1800-81-3399 if you face any issues relating to this matter.