L2012 | International Remittance

⏱️ TAT: 3-5 Business Days

DETERMINE THE CONCERN ENDORSED BY CORE OPS L1
👉🏻 IR Partner
👉🏻 Type of Concern
• Uncredited amount in the PalawanPay account after entering the remittance claim code.  
• Uncredited amount in the PalawanPay account after a Cash In transaction (Direct-to-Wallet Remittance Partners).

👉🏻 Validate the internal note and side conversation of the L1.
👉🏻 Status of the claim code on our end via:
• ibSuite > iAdmin > Maintenance > Hold Transaction Management > View Hold Transaction.
👉🏻 Side conversation response from Enterprise Support Group.

👉🏻 Once Enterprise Support Group has responded, we will proceed with the resolution:

IF THE RESPONSE IS APPROVED (Rare Cases)
1) Go to IAdmin > Maintenance > Hold Transaction Management > Request for Hold Transaction Management.
2) Search using the Claim Code.
3) Add the comment: "For approval, please. ZD# [Ticket Number]"
4) Click Send for Approval.
5) Take a screenshot of the transaction and attach it to the ticket.
6) Assign the ticket to the Adjustment Approver for approval.
7) Once approved, inform the customer that the funds will be credited to their PalawanPay wallet.
📄 MACRO: International Remittance: Credited to PalawanPay
8) Tag as Solved.

IF THE RESPONSE IS REJECTED OR CANCELLED
1) Go to iAdmin > Maintenance > Hold Transaction Management > Request for Hold Transaction Management.
2) Search using the Claim Code.
3) Add the comment: "For rejection, please. ZD# [Ticket Number]"
4) Click Send for Approval.
5) Take a screenshot of the transaction and attach it to the ticket.
6) Assign the ticket to the Adjustment Approver for approval.
7) Inform the customer that they may claim the International Remittance over the counter at any Palawan Pawnshop Branch.
📄 MACRO: International Remittance: Claim Notification
8) Tag as Solved.

👉🏻 Procedures on how to submit a pending Claim code for cancellation. ​

Prepared by Mara Vergara and Bullet Balleras
Reviewed, revised and approved by Wayne Gelit
July 30, 2026