Agency's FAQ
Q: Are there any fees to utilize PaymentXchange?
There are no additional fees charged to the buyer or agent by PaymentXchange for processing an earnest/rental deposit. PaymentXchange uses the CHIP payment gateway to facilitate the deposit payments. In other words, if the earnest deposit is RM5,000, the buyer’s bank account will be debited RM5,000 for the transaction. The Agency will receive the exact amount into their bank account.Q: How can I tell if my buyer has paid the deposit?
Check your PX dashboard—the request status updates in real time (e.g., Pending → Paid). You’ll also get a success notification/email, and a digital receipt is generated for both you and the buyer. If the buyer says they’ve paid but you still see Pending, open the request to view the transaction details (timestamp/reference). FPX is usually near-instant, but a brief bank delay can occur. Still unsure? Contact your agency admin to verify settlement.
Q: What if my client asks for a refund of the deposit? Can I do that through the platform?
Deposit refund disputes fall outside the platform’s scope and should be resolved between buyer and seller/agency per the sale contract or agency policies. Agents should involve their agency admin.** Important **The Terms of Service note that any disputes about deposit refunds are outside the scope of the platform’s responsibility. So, as an agent, make sure to involve your agency admin in such discussions.
Updated on: 17/12/2025
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