Frequently Asked Questions

Overview

Who is Curlec for?


Curlec is for anyone who wants to take payments directly from the bank accounts of their customers in Malaysia. It’s particularly suited for recurring payments. Our easy-to-use dashboards and powerful API make Curlec a powerful platform for everyone from innovative start-ups to bluechip corporations.




What is Direct Debit?


An Instruction from a Customer to their Bank Authorisation is given by customers filling out a Direct Debit Mandate form. “Pull Based” It allows merchants to pull payments directly from their customer’s bank accounts. Bank-to-Bank Payments There are no card networks involved (e.g. Visa & MasterCard). All communications happen bank to bank.




What is an eMandate?


An eMandate is an authorisation from your customer to collect future payments from their Current Account Savings Account (CASA) or credit card.




Why is Curlec better than the other options I’m considering?


It’s faster, cheaper and better. These are some of our favourite reasons why: Improved cash flow: Using Curlec would immensely help your cash flow as Direct Debit puts you in control of collecting payments when they are due. This means less time spent on setting reminders and chasing overdue payments. Flexibility: Once your customer has authorised payments with you, you can control how much to “pull” directly from your customer’s bank account as long as it has been previously communicated and the amount is below the maximum amount. Simple, low pricing: We charge 1% per transaction, capped at RM10. Tiered pricing is also available. Less admin work: Not only would you save cost utilizing Curlec’s payment platform, it would also save you time and manual administrative work. This means there would be lower admin cost as well as less human error, hence more time available for you to focus on your business growth. Lower rejection rates: There would be lower rates of attrition and higher retention rates as bank account details do not change as often as credit or debit card numbers.





How it works

Does Curlec accept payments by Credit or Debit Cards?


Yes! Curlec processes both Credit and Debit Cards associated with an online banking account issued by any Malaysian banks.




How does the Direct Debit payment process work?


The customer first fills in an eMandate form to authorise payments. When any payment becomes due, the funds will be credited directly into the merchant's bank account on the same day. Finally, the merchant will be notified through email about successful and unsuccessful transactions. Additionally, the collection status is also reconciled into our dashboard for a consolidated view.




Can I use Direct Debit for one-off payments?


Yes! However, our Instant Pay functionality is better suited for one-off transactions as it does not require the set up of an e-Mandate. Additionally, the settlement time is instant.




When do I receive my payment?


Direct Debit in Malaysia follows the schedule of Interbank GIRO processing windows. This means that payments are settled on the same day that a collection is scheduled for. Using Instant Pay, the settlement time is instantaneous.




How do I receive funds I have collected with Curlec?


The funds collected are credited directly into your bank account. We will send you an invoice for Curlec’s fees at the end of each month and collect our payments via Direct Debit. Additionally, you can manage your collections through your dashboard.




How does my customer authorise a payment?


With eMandates, your customers will just need to click the link and enter their details on our secure online payment page to set up a Direct Debit and authorise you to take future payments automatically. An RM1 Instant Pay transaction is concurrently executed during setup to verify bank details.




Can customers sign up on my website?


Yes - you can either do this by integrating with our API or by generating a link for a payment plan and embedding this as a button on your website. Upon clicking the button, the customer will be directed to our secure online payment page where they can authorise the payment(s). Hint: we can white-label our payment page to suit your business’ look and feel.




Can I set payments to start and end on a particular date?


Yes - you can easily customise the day, date, frequency and duration of payments.




Can I change a payment or payment plan once it has been created?


A payment plan can be changed as long as your customer uses the same bank, but they do not necessarily need to use the same bank account. If a customer changes his or her bank, then a new eMandate will have to be set up.




How do I know if I’ve been paid?


Our online dashboard gives you real-time info on all your payments and customers, allowing you to check the collection status of each payment at any time. You will also receive email notifications on successful and unsuccessful collections.




What do I do if a Direct Debit collection has been unsuccessful?


We provide the option to reattempt once a day for a specified amount of days you would like at a maximum of 4 attempts. If the collection still fails after reattempt period, you will receive a notification to inform you that the payment is unsuccessful. Subsequently, you would have to contact your customers to request a one-off payment by using Curlec’s Instant Pay feature to settle any outstanding balance.





Signing up

What do I need to sign up?


We will need some personal details which include business details as well as your bank account information in order to register with PayNet for the set up. Curlec will facilitate the whole process for you.




How do I test out the product?


Our expert business development managers will gladly run through a demo of how Curlec works for you at your convenience.




Can I sign up if I’m a Non-Governmental Organisation (NGO) registered with the Registrar of Societies?


Yes!




Are there any commitments?


There is a set up fee of RM300 to open an account with Curlec and a monthly fee of RM30 to use our online Dashboard. Merchants can also terminate the service at any point with 30 days prior written notice. There will be no penalty or minimum amount of transactions required per month to maintain an account with Curlec.





Security

How do I know my money is safe?


Curlec acts an intermediary between the merchant and their bank to process Direct Debit and FPX payments. Your money gets credited directly to your bank account without going through Curlec. Additionally, we comply to Malaysian banking standards and our software has been approved by Payments Network Malaysia (PayNet).




How does Curlec protect my data?


Curlec is a Personal Data Protection Act (PDPA) compliant company. We also encrypt your bank account details when it is stored in our database.




Is it safe for my customers?


Yes. Your customers are protected through a maximum limit on the Direct Debit when the eMandate is set up. On top of that, end users also get a Curlec account where they can view and manage all their Direct Debit and FPX transactions.




How do I report issues?


Email us at support@curlec.com as soon as you become aware of an issue.

  • Include as much detail as possible, including steps for reproducing the issue
  • Do not exploit the vulnerability, except to demonstrate the issue to Curlec staff
  • Please do not disclose the issue to anyone else before we’ve rolled out a fix





Customer experience

Will my company’s name appear on my Customer’s bank statement?


Yes, and you would also be able to see your customer’s name and reference in your Merchant’s bank statement.




Can I host the payment pages on my site?


Yes! We also provide our API to developers so that you can integrate Curlec into your website. We can even white label your payment page to suit your business’ look and feel.




Can customers pay from their mobile devices?


Yes, as long as they have access to their email, you can send them your online mandate form to be authorised.




Which banks can my customers use to pay using Direct Debit?


Affin, Alliance, AmBank, CIMB, Bank Islam, Bank Rakyat, Bank Mualamat, Hong Leong Bank, HSBC, Maybank, OCBC, Public Bank, RHB, Standard Chartered, UOB. The full list of banks can be found on PayNet’s website here.




Which banks can my customers use to pay using Instant Pay?


Affin, Alliance, AmBank, CIMB, Bank Islam, Bank Rakyat, Bank Mualamat, Bank Simpanan Nasional, Hong Leong Bank, HSBC, Kuwait Finance House, Maybank, OCBC, Public Bank, RHB, Standard Chartered, UOB. The full list of banks can be found on PayNet’s website here.




Can confirmation emails be routed through my company's email server/website domain?


By default, successful and unsuccessful payments will automatically send a confirmation email to the buyer from a do-not-reply email address with Curlec's domain. This option can be customised to use your company's email server.





Find out if Curlec works for you!

Schedule a Free Demo now by entering your contact details below. 

 Email: hello@curlec.com   |   Tel: +603 7629 5701   |   Unit 05-01, Tower A, Vertical Business Suite Avenue 3, Bangsar South 59200, KL.

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