We would like to share an update on the transition to our financial system. We are committed to providing the best possible customer experience, and to do so, we have made some changes to our online refund solution process.

Effective 1 April 2024, no refund requests will be accepted through E-Mail and instead, will only be accepted through the self-service portal "My Finance: Refunds". You will no longer need to share the bank account details through E-Mail, making the process faster and more secure.

For registered MyFinance customers, payments designated as refundable credits will be reported under the "My Finance: Refunds" tab; these refunds can be requested by you.

You are encouraged to request collectors to adjust the refundable credits against your outstanding invoices. Before submitting a request, please make sure there are no outstanding invoices, as there are high chances that these requests could be rejected.

Please provide one of the required documents listed below in order for us to update the new bank account information for you to complete the refund process, if relevant:

• Cancelled check
• Bank statement
• Company letterhead along with stamp and signature
• Bank confirmation letter head along with stamp and signature

To register in MyFinance, please refer to the registration .

The navigation for the "My Finance: Refunds" tab is shared below: 

• Go to and click on “Manage” and select “MyFinance”.
• Click on the “Credit/Refunds” Tab to find refundable credits.
• Select the refundable credit that you want to refund and click on “Request to Refunds”.
• Select the refund payment method (cheque/bank) option according to your requirement.
• Click on “Submit” for refund request.
• You will get a confirmation stating refund case ID has been generated and would be handled in 5-7 working days.

If you have any questions concerning the above, please reach out to your regular contact person.

We appreciate your patience and understanding as we work to improve our financial system to better serve you. 

This information is relevant for customers of:

APA: Malaysia, Singapore, Thailand, Japan, South Korea, Cambodia, Myanmar, Australia, New Zealand, and FIJI

IMEA: Nigeria, India, Jordan, Sri Lanka, Pakistan, Bangladesh, United Arab Emirates, Saudi Arabia, Yemen, Qatar, Iran, Iran, Oman, and Bahrain

Europe: Georgia, and Algeria

LAM: Trinidad