Frequently Ask Question - Merchant
1. Where can I register for Gkash Payment Gateway?
Email your application to merchantsupport@gkash.com
2. How long does it take for the application to be approved?
It takes 3 working days to approve a merchant account upon full documentation.
3. What are the documents needed if I want to apply?
Basic documents : All Directors IC, SSM or any business license, Bank Statement (First Page) and Outlet/Signboard Photo.
For organisation : basic document plus registration certificate and committee organization.
4. After registration is complete, what is the next step?
Gkash deployment team will contact you and guide how to make transaction or can refer this user guide
5. How do I login to my merchant portal?
Head to the login page https://e.gkash.my/. Key in your access email and your password.
1. How do I integrate Gkash?
Our integration documentation is available here or you can download it from your merchant portal (e.gkash) under the documentation tab.
2. What are the platforms supported by Gkash?
You can check out the available platforms and plugins supported by Gkash here. If the required platform/plugin is not listed you can refer here and try integrating it on your own.
3. How do I get my API Key?
You will receive the API Key information from your registered email. Contact our CS at merchantsupport@gkash.com for assistance.
4. How do I test the payment flow of Gkash for my website?
- Please create your staging account at https://doc.gkash.my, sent your registered email to merchantsupport@gkash.my to configure you staging account.
- Do your integration accordingly.
1. What is MDR?
Merchant Discount Rate (MDR) refers to the fee that Gkash charges to merchants for using Gkash payment gateway services. The MDR will be deducted for every transaction which is processed through your settlement report.
2. What is a Settlement?
Settlement is the process through which a merchant receives money paid by their end users for a particular product/service.
3. Where can I view daily settlement report?
Your daily settlement report is available on the egkash portal for terminal and e-commerce every 1pm (if any).
Gkash also sends you revised settlement report daily if any. Please check your inbox, or your junk of spam folder.
4. How to reconciliation my merchant settlement report?
You can reconcile the amounts received available in the egkash portal.
5. What is the frequency of the reports?
| Types of Report | Frequency |
| Merchant Transactions/Transfers Report | Depending on the date range selected in the Portal |
| Merchant Daily/ Revised Settlement Report (MSR) | Daily |
| Monthly Merchant Settlement Report | Monthly |
| Monthly bank payment notifications by email | Daily |
6. How do I check the status of my payment?
Upon a successful transaction, you will receive a bank notification email.
7. When will I receive my payment?
Transaction Day + 2 Business Days (excluded weekend and public holidays)
Payment will be processed within the next 48 hours, subject to your bank’s processing time. Please refer to your settlement report to reconcile your orders against your bank statement.
*Depend on the package subscribed or special request for the settlement period.
Example: –
- i. Transaction day on Monday + 2 business days = Wednesday
- ii. Transaction day on Friday (transaction day) + 2 business days = Tuesday (weekend is excluded)
8. What if I didn’t receive my settlement?
- Your settlement might be processing.
- It is on weekend or a public holiday. If the settlement falls on weekend or public holiday, the settlement will be processed on the next working day with 2 business days.
- Your settlement is currently on hold. Please contact us for further assistance.
9. What payment channel are available?
FPX, online banking: Ambank
Online banking: CIMB Bank, Maybank, OCBC Bank
What package do Gkash offer?
Contact our merchant support
Email: mechantsupport@gkash.com
Whatsapps: 6011 5643 4255
1. What if my MDR undercharged or overcharged?
We will issue debit note or credit note and automatically charged or deduct from your settlement fund.
2. How will I get the over/undercharged refund or chargeback refund?
For over/undercharged refund, Gkash will automatically charged or deduct on settlement fund. Normally, Gkash will refund thru online transfer to the bank account registered.
3. When will I received the chargeback funds from payment?
There are several factors and processes involved during a refund process due to which we advise waiting. Hence, refund processing time would be taken for 3-7 working days for e-wallets and merchant.
4. What should I do if I have not received my refund even after 3-7 working days?
Refunds are ideally credited to you in 3-7 working days. In case you have not received your refund, kindly contact us.
1. What is a chargeback?
Chargeback is the return of funds to a consumer, initiated by the issuing bank of the payment mode used by a consumer to settle a debt. Specifically, it is the reversal of a prior outbound transfer of funds from a consumer’s bank account.Chargeback is a dispute against a particular transaction raised by the cardholder (end-user), and reported to their card issuing bank.A chargeback is a provision by banks and card networks such as Visa & MasterCard to protect buyers from unauthorized or fraudulent payments. Once the cardholder files a complaint, the bank reports the same to Gkash and initiates an investigative procedure.You can refer to our documentation on Chargebacks for a better insight on why and how to avoid chargebacks.
2. How to prevent chargeback?
Most of the chargeback cases come up due to miscommunication between the buyer and the seller.
Here are a few tips that you can keep in mind to avoid chargebacks.
- Transparent Return Policy
- Constant & Clear Communication
- Proofs of Transaction
3. How do I open a dispute with a seller when a purchase goes wrong?
You can open a dispute by email us at merchantsupport@gkash.com or fill the detail in our website at ‘contact us’ within
30 days of payment if:
- You don’t receive the item
- You receive an item but it’s significantly different from the description on the seller’s website. By opening a dispute, Gkash will work with the seller & buyer to mitigate & resolve the disputed transaction.
Note:
Generally, buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received.
Where an item has not been received, please ensure you have given the seller enough time before opening a dispute.
Provide the details about the issue to help us decide on the best solution to resolve it.
4. How do I report a fraud transaction?
You can report by email to our merchant support at merchantsupport@gkash.com
While sending an email you should include following details:
Company Name:
Company User ID:
Date of transaction:
Amount of transaction:
Type of Payment:
Description of the transaction:
5. How do I report potential fraud or unauthorized transactions?
If you notice a transaction that you didn’t authorize, let us know right away by email at merchantsupport@gkash.com.
Make sure that the suspicious activity you observe isn’t from a family member using your card without your knowledge, or from a recurring payment such as a monthly Subscription.
6. When should a customer file a complaint regarding the non-receipt of an order?
We suggest that you wait for 7-10 business days for physical goods and 1 business day for digital goods. In case you do not receive the services/goods even after the said time interval or if the items received are materially different, defective or damaged, then you should visit the merchant website and refer to the terms & conditions, shipping policy, refund policy and contact the merchant to resolve the issue.
In order to contact the merchant please visit the Merchant Website → Click on contact us tab → Call on support number or send an email to the support email address of the merchant. While sending an email you should include following details:
Date of transaction:
Amount of transaction:
Order ID shared by the merchant:
Type of Payment:
Description of the problem:
In case the merchant does not respond to your emails & phone calls within 3-5 working days then you can contact us here to mediate and amicably resolve the issue.
7. Where do I find the templates for website policies?
*Need to provide template of Refund Policy, Cancellation Policy, Terms & Condition, Privacy Agreement