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What is a transaction investigation and what do I need to do if I receive one?

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

  1. Alipay or WeChat Pay notifies GlobePay of the investigation
  2. 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”.
  3. You must collect the requested documents/evidence and submit these via our online portal before the submission deadline
  4. 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”.
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