Most payment issues fall into a handful of categories. Here is how to identify and resolve each one.
You paid but the invoice still shows unpaid
Bank transfers are not visible to us instantly, and payments arriving without a reference have to be matched manually. Send the transfer receipt with the invoice number quoted. Payments made outside Malaysian business hours, at weekends or on public holidays are processed the next working day.
You paid the wrong amount
Underpayment leaves a balance and the invoice shows partially paid. Pay the difference and send both receipts. Overpayment can be held as a credit against your next invoice or returned. Tell us which you prefer.
You paid one lump sum for several invoices
Send a breakdown showing which invoices and which amounts the payment covers, otherwise allocation is guesswork and an invoice you meant to clear may still show open.
The DuitNow QR will not scan
Check the payee name your app displays before confirming. If the code will not scan from a screen, download the invoice PDF and try again, or use the Maybank transfer details printed on the same invoice.
An international transfer arrived short
Intermediary bank charges were deducted in transit. The shortfall remains due. Instruct your bank to send the full amount with all charges borne by the sender on future transfers.
Your finance team says details are missing
A purchase order number, tax registration details or an exact registered company name can all be added. Give them to us and we reissue. Provide them before the first invoice on a project to avoid this entirely.
You received a suspicious payment request
We do not change our bank account details by email. Any message claiming otherwise should be verified by calling us on a number you already have, before any payment is made. Check that any invoice you receive also exists in your portal at crm.zylax.com.my.
You cannot pay by the due date
Tell us before the date, not after. An extension agreed in advance is straightforward.
For any payment problem not covered here, reply to the invoice email or write to [email protected] quoting the invoice number.
