What is a transaction investigation?
A transaction investigation may occur if a payment has been flagged as unusual during routine transaction monitoring. Most financial institutions use transaction monitoring to reduce fraud and reduce risk for clients and customers.
Transaction investigation process
- Alipay or WeChat Pay notifies GlobePay of the investigation
- GlobePay notifies the account owner of the transaction investigation, sending all information received and a request for evidence via the online portal and email. The email subject will be “Transaction Authenticity Investigation”.
- You must collect the requested documents/evidence and submit these via our online portal before the submission deadline
- Once you have submitted evidence, we will immediately forward it for review
Important
- You will be given a deadline to submit evidence through email in “Transaction Authenticity Investigation”.
- Alipay, WeChat Pay or GlobePay will usually make a decision within 2 weeks. However, sometimes it may take longer.
- If there is another request for evidence, you will receive another notification via email with the subject “Transaction Investigation: Additional Documents Required”.
