No

Question

Answer

1

  What is PAYLATER?

  • PAYLATER is an app that allows the retail merchants and/or businesses to offer installments plan to their customers.

  • A checkout/purchase is split into 4 equal installments with 0% interest. Every installment due every 2 weeks (14 days).

  • No nasty experience as we do not mark-up, no admin fees, or any kind of hidden charges.

  • PAYLATER is to promote responsible shopping and an app to manage your shopping budget.

2

  How to contact PAYLATER

  Customer may refer to PAYLATER website: https://support.paylater.com.my/hc/en-us

3

  Is PAYLATER safe and secure?

  • PAYLATER is committed to protect your personal information and we understand how important your privacy is.

  • PAYLATER is en-route to get certified on PCI DSS.

  • That is the highest security level in the payment industry.

4

  What is PCI DSS.

  The Payment Card Industry Data Security Standard is an information security standard for organizations that handle

  branded credit cards from the major card schemes. The PCI Standard is mandated by the card brands but administered by

  the Payment Card Industry Security Standards Council.

5

  Benefit using PAYLATER

  1. You split your shopping payments into installments.

  2. You can even request for a longer instalment in-app.

  3. The more you spend with PAYLATER, you may benefit from:

      a) PAYLATER Points;

      b) Vouchers;

      c) Free extension installment plans;

6

  Differences between PAYLATER and

  credit card instalments?

  1. When you shop with PAYLATER, straightaway you are splitting your purchase into installment.

  2. Whereas when you use a credit card, you might need to check whether the credit card allows you to do installments or

      not.

  3. PAYLATER accepts all kind of credit cards and debit cards too. To make it more convenient, we accept direct debit and

      FPX payment.

7

  Fee and interest charge to use

  PAYLATER?

  1. PAYLATER is a free service offered by Merchants to all their customers. ZERO interest for installment plans.

  2. The fees that you may be incurred are late penalty fee or extension in installments.

  3. With PAYLATER we DO NOT charge interest and we do not go by interest calculation.

8

  How much can I buy?

  Shopper can buy as much as they like. However, they cannot exceed the shopping limit in-app.

9

  Compatibility device

  Compatibility device - Any smartphone with access to IOS, Google Play Store or Huawei App Gallery.

10

  Sign up procedure

  1. Download the apps.

  2. Fill in customer information - Follow below sequence as below:

      Step 1: Once customer has successfully downloaded the apps, customer to open the apps.

      Step 2: Customer to click get started.

      Step 3: Click ‘sign up’.

      Step 4: Key in and click the information needed as below:

                  a) Full name as per identification card.

                  b) Valid email address.

                  c) Active mobile number.

                  d) Set the desire password.

                  e) Tick the T&C box.

                  f) Click request OTP, then wait for OTP SMS. Key in the OTP once customer received it.

      Step 5: Click sign up and login.

  3. Next of kin and questionnaire - Before proceed, customer need to fill up the details as below:

      i. Next of kin, customer have to fill up the emergency contact number as below:

         a) Full name as per identification card.

         b) Valid email address.

         c) Active mobile number.

         d) Click the relationship to select the type of relationship of the next of kin with customer.

         e) Click save.

     ii. Select the answer for questionnaire:

         a) Question being ask are random.

         b) Total number of questions are differed by individual because it’s depended on artificial intelligence (AI).

         c) After select all the questionnaire, customer to click save button.

         d) Status will be showed as 2x.

         e) Then click submit.

  4. e-KYC is an electronic Know Your Customer. Customer need to update photo of NRIC (front and back) and record a video

      selfie in the apps.

      Step 1: Customer to fill up the details as per NRIC. Customer has to key in customer’s name as per NRIC and key in the

                  identification number without ‘-’.

      Step 2: Check again the name and the identification number.

      Step 3: Tick the agree to the terms box.

      Step 4: Then click start.

      Step 5: Procedure how to create e-KYC in your profile.

                  a) Customer have to make sure to allow the camera access.

                  b) Click ‘Yes, Continue’.

                  c) Take a photo of your front and back IC.

                  d) Record a selfie video within 2 to 4 seconds.

                  e) Answer the verification questionnaire.

                  f) Answer all question than click confirm.

                  g) Successfully message will appear, customer to click ‘okay’.

11

  Registration requirement

  1. Malaysia Citizen with a valid Malaysia NRIC;

  2. Above the age of year 18 years old;

  3. Have a valid email address and mobile number;

  4. Have a valid residential address;

  5. Have a valid Bank Account / Debit Card / Credit Card.

12

  How customer want to make a

  payment?

  1. Payment - Customer to Merchant

      a) At customer apps

          • Customer click the barcode to generate the QR Code.

          • QR will generate.

          • Customer to check the request amount received from merchant.

          • Click continue.

          • Customer need to enter the pin number.

          • Payment result - Successful message pop up informed that the payment has been confirmed.

      b) At merchant apps

          • Merchant to click the checkout.

          • Merchant to indicate the payment amount.

          • Click scan QR and scan the QR code that generate by customer.

          • Once merchant has scan the QR code, message will pop up ‘the user is ready to pay.

          • Sales result informed payment has success.

  2. Payment - Merchant to Customer

      a) At merchant apps

          • Merchant need to click OMNI Payment.

          • Key in customer information - information of customer MUST same as customer information as per customer details

            in apps.

          • Click send

      b) At customer apps

          • Customer will be received notification

          • Customer have to click the notification message

          • Customer click at payment request list

          • Click view

          • Enter the payment pin to approve the payment

          • Customer need to click continue

          • Payment result will be showed that your payment has been successful.

13

  What happen if customer miss the

  payment?

  1. PAYLATER will notify you via SMS, system notification and email.

  2. Please note that missed repayment will incur late penalty fee.

  3. Should customer facing problem to do a repayment, we may advise customer to reach out one of the PAYLATER Customer

    Service to inform and maintain open communication if customer have any financial hardship. They will work on some

    alternative solutions that could help you.

14

  What is late payment charge?

  A late payment is an amount of money a borrower sends to a lender or service provider that arrives after the date that the

  payment was due or after a grace period for the payment has passed.

15

  How much is the late penalty charge?

  1. If customer late for repayment, the charges as per table below:

  2. Please take note that missed repayment will incur late penalty fee. We strongly recommend that you reach out to PAYLATER 

      Customer Service to inform and maintain open communication with us if you have any financial hardship. We will work on 

      some alternative solutions that could help you.

  3. Customer will be charge per time for every late payment - 2 weeks. Late payment charge will be bringing forwards.

16

  How to contact PAYLATER Customer

  Service?

  • Customer may submit a request to the link as below: https://support.paylater.com.my/hc/en-us/requests/new

  • Or customer may click chat with us at profile in PAYLATER Apps.

17

  Unsatisfied experience or anything you 

  feel like PAYLATER need to improve?

  Please email to [email protected] and we will get in touch with you. Or you may Whatsapp 018-2085455.

18

  Bad and nasty experience?

  Customer may email to PAYLATER founder directly at [email protected] and he will get back to you as soon as possible.

19

  How refund process and return work?

  1. All refund must deal directly with the Merchant (Bateriku.com).

  2. To refund back customer’s payment due to valid justification:

      i. Click on Order Management.

      ii. Choose ‘More Info’ at the selected customer.

      iii. Tap ‘Refund’.

      iv. Insert the refund amount or click full refund to refund the full amount.

      v. Click confirm.

  3. Once successful, it will appear processing and will credit into customer account within 7 to 14 working days.

      i. Payment credit successfully.