Merchant Guide

This document acts as a guide for merchants to handle customer-related situations and queries. Key points presented in each scenario should serve to inform, convince and reassure customers of Curlec services. Please reach out to us at if the issue encountered is not covered in this guide.

Customer is skeptical about Direct Debit
Direct Debit is convenient. Customers do not have to worry about missing payment dates and having to be charged late payment fees.  Curlec also automa...
Mon, 14 Jun, 2021 at 5:26 PM
Customer is worried about data privacy issues
General: Curlec is compliant with the Personal Data Protection Act (PDPA), full policy found here. Customer bank account details are encrypted when st...
Mon, 14 Jun, 2021 at 5:27 PM
Customer was overcharged
If a customer reports that he/she has been mistakenly charged or overcharged, merchants can check the specific collection record under “View Collections” on...
Mon, 14 Jun, 2021 at 5:28 PM
Customer is not receiving email notifications before payment collection
If your customer does not receive email notifications from the merchant, there are a few possibilities: The email settings (Settings - General - Email) a...
Mon, 14 Jun, 2021 at 5:30 PM
Unsuccessful collections with debit cards
Debit cards issued by banks in Malaysia do not allow online payments by default. If a customer’s payment using a debit card is declined, it might be due to ...
Mon, 23 Aug, 2021 at 1:48 PM
Collection failed due to insufficient funds in customer’s bank account
Curlec offers automatic retries to merchants for payment collections that are unsuccessful. This retry function attempts collections for a limited number of...
Mon, 14 Jun, 2021 at 5:32 PM
Customer wants to edit details on mandate
Customers cannot edit their mandate details themselves. Instead, the merchant will have to do it on their behalf. If customers wish to edit their mandat...
Mon, 14 Jun, 2021 at 5:33 PM
Customer wants to change payment amount
Customers cannot make changes to their payment amount themselves. Instead, the merchant will have to edit the payment details on their behalf. If custom...
Mon, 14 Jun, 2021 at 5:34 PM
Customer wants to view Direct Debit/Instant Pay transactions
Customers can view and manage their active mandates and Direct Debit/Instant Pay transactions on their own Curlec account. To sign up for a Curlec accou...
Mon, 14 Jun, 2021 at 5:35 PM
Customer wants to terminate their mandate
Customers need to have a Curlec customer account to terminate a mandate. If customers do not have a Curlec account, guide them to
Mon, 14 Jun, 2021 at 5:35 PM