Money Out Journey

This page explains the complete transaction lifecycle for Money Out products on SingaPay — how disbursements are processed, what happens when they fail, and how disputes are resolved.

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​How It Works

Unlike Money In, Money Out transactions are initiated by SingaPay to send funds to a beneficiary. Because the money leaves the system, SingaPay actively tracks the outcome and does have a failed status.

Step-by-step:

1. Merchant requests a disbursement through the SingaPay API.
2. SingaPay returns the transaction with an initial status of pending.
3. SingaPay forwards the transfer request to the vendor bank.
4. The bank processes the transfer — this typically takes 1–2 seconds.
5. If successful, the bank sends the money to the beneficiary’s account.
6. The bank responds with the result: success or failed.
7. SingaPay updates the transaction status and sends a webhook notification to the merchant.

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​Disbursement Status Outcomes

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​Understanding Pending Status

Every disbursement request always starts as pending. Here’s the typical timeline:

​Status Lifecycle

                                       ┌─────────┐
              ┌── Bank confirms ──────▶│ SUCCESS │
              │                        └─────────┘
┌─────────┐   │
│ PENDING │───┤
└─────────┘   │                        ┌─────────┐
              ├── Bank rejects ───────▶│ FAILED  │
              │                        └─────────┘
              │
              └── Bank not responding ──▶ stays PENDING
                  (up to ~15 min, then resolved by SingaPay internal team)

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​Dispute Resolution (Money Out)

If a disbursement fails, remains stuck in pending, or the beneficiary reports they have not received the funds, follow this dispute resolution procedure:

Steps:

1. Merchant detects an issue — a disbursement has failed, has been pending for too long, or the beneficiary reports they have not received the funds. The merchant contacts SingaPay support with the transaction reference number, amount, and description of the issue.
2. SingaPay investigates — the support team checks the transaction status internally and verifies directly with the vendor bank.
3. Vendor bank confirms — the bank provides the actual transfer status on their end.
4. SingaPay resolves — depending on the findings:
   • If the transfer was actually successful but not reflected, SingaPay updates the status.
   • If the transfer failed, SingaPay processes a balance refund or coordinates a reprocess.
   • If the bank needs more time to investigate, SingaPay will follow up and keep the merchant informed.
5. SingaPay reports back — the merchant is notified of the resolution.

What to provide when contacting SingaPay support: Transaction reference number, account ID, beneficiary details, transfer amount, approximate transfer time, and the current transaction status.

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​Best Practices

1. Always handle pending status — Every disbursement starts as pending. Do not treat it as a final status.
2. Wait for the webhook — The final status (success or failed) is delivered via webhook, typically within seconds.
3. Contact SingaPay support for issues — If a disbursement fails or is pending for an extended period, contact the SingaPay support team for assistance. Do not retry without consulting support first.
4. Monitor for extended pending — If a transaction is pending for more than 15 minutes, contact SingaPay support immediately.
5. Verify beneficiary details — Before sending a disbursement, use the Check Beneficiary API to validate the account number and bank details to minimize failed transfers.

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​FAQ

​“A disbursement failed, what should I do?”

A failed status means the vendor bank explicitly rejected the transfer. This can happen due to various reasons such as an invalid beneficiary account, bank maintenance, or other banking restrictions. Contact SingaPay support with the transaction reference number and details — the support team will investigate the cause and advise on the appropriate next steps.

​“My disbursement has been pending for a long time. Is it stuck?”

Normal disbursements resolve within 1–2 seconds. If the status remains pending, this typically means the vendor bank has not yet responded. This can take up to approximately 15 minutes in uncommon cases. If it has been longer than 15 minutes, contact SingaPay support immediately — the internal team has procedures to resolve these situations.

​“Beneficiary says they didn’t receive the money, but status shows success?”

This can occasionally happen due to inter-bank processing delays. In most cases, the funds will arrive within a few minutes. If the beneficiary confirms the funds have not arrived after a reasonable waiting period, contact SingaPay support with the transaction details. The team will verify with the vendor bank.

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​Comparison: Money In vs Money Out

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​See Also

• Money In Journey — Transaction lifecycle for incoming payments (VA, E-Wallet, QRIS, Payment Link)
• Money Out Limits — Minimum and maximum disbursement amounts
• Disbursement API — Full API documentation for disbursements