Collektr Seller Payout Policy — Collektr Policies

Last Updated: 9th September 2026

This policy explains how and when seller payouts are processed on Collektr. It is intended to provide clarity on payout eligibility, fulfilment requirements, processing timelines, and possible delays.

1. Payout Timing

Where all payout eligibility requirements are satisfied within the applicable timeframe, Collektr generally aims to initiate the seller payout within seven (7) calendar days from the purchase date, order creation date, or livestream transaction date, as applicable.
The date on which funds are credited to the seller’s registered bank account may be later due to the receiving bank’s processing times, weekends, public holidays, banking cut-off times, or other circumstances outside Collektr’s reasonable control.
This timeline applies only when the seller completes all required fulfilment steps within the timeframe advised by Collektr.
Payouts cannot be processed while an order remains unfulfilled or has not reached an eligible fulfilment status.
If fulfilment is completed late, the payout may be processed after the original seven-day timeline.
The timeline does not restart for another seven days after fulfilment. Once all payout requirements are fulfilled, Collektr will process the payout as soon as reasonably practicable.

The seven-day timeline may be affected by weekends, public holidays, bank processing schedules, system interruptions, verification requirements, or other circumstances stated in this policy.

Payout Timeline Examples

For clarity, the examples below show how the payout timeline works in different situations. In these examples, the seven-day timeline is calculated from the order creation or transaction date, with the following calendar date treated as Day 1.

Example 1: Order fulfilled within the required timeline

Order created: 1 September 2026
Seller completes drop-off: 3 September 2026
Fulfilment status: Dropped Off/In Transit
Seven-day payout date: 8 September 2026

Because the seller completed the required fulfilment before the payout date, the order is eligible for payout. The funds are generally expected to be reflected in the seller’s registered bank account by 8 September 2026, subject to bank processing and the other conditions in this policy.

Example 2: Shipping order delivered within the required timeline

Order created: 1 September 2026
Seller ships the order: 2 September 2026
Parcel delivered to the buyer: 6 September 2026
Fulfilment status: Delivered/Completed
Seven-day payout date: 8 September 2026

Because the parcel was delivered before the seven-day payout date, the order becomes eligible for payout. The seller does not need to wait for another seven days from 6 September 2026. Collektr will proceed with the payout based on the original timeline, subject to verification and bank processing.

Example 3: Seller completes fulfilment after the seven-day timeline

Order created: 1 September 2026
Seven-day payout date: 8 September 2026
Seller completes drop-off or shipping: 10 September 2026
Eligible fulfilment status reached: 10 September 2026

The payout cannot be processed by 8 September 2026 because the order was still unfulfilled at that time. Once the order reaches an eligible fulfilment status on 10 September 2026, Collektr will process the payout as soon as reasonably practicable. The payout timeline does not automatically restart for another seven days from 10 September 2026. However, the seller should expect additional processing time because the original payout timeline was missed due to late fulfilment.

Example 4: Payout date falls on a weekend or public holiday

Order created: 31 August 2026
Fulfilment completed: 2 September 2026
Seven-day payout date: 7 September 2026
7 September 2026 is a public holiday

Although the seller fulfilled the order on time, bank processing may only resume on the next available business day. The funds may therefore appear after 7 September 2026, depending on the receiving bank’s processing schedule. This will not be considered an avoidable payout delay by Collektr where the transfer is affected by a weekend, public holiday, bank closure, or banking cut-off time.

Example 5: Payout initiated but rejected by the bank

Order created: 1 September 2026
Fulfilment completed: 3 September 2026
Payout initiated by Collektr: 8 September 2026
Transfer rejected by the seller’s bank: 8 September 2026
Bank details corrected by the seller: 10 September 2026
Payout re-initiated: After verification of the corrected details

In this situation, Collektr initiated the payout within the applicable timeline, but the transfer could not be completed due to a bank rejection. The funds will only be reprocessed after the seller’s bank details have been corrected and verified. The revised transfer remains subject to the receiving bank’s processing time.

2. Eligibility for Payout

To qualify for a payout:

The buyer’s payment must have been successfully received and verified.
All items included in the order must be fulfilled.
The applicable fulfilment must have reached one of the following eligible statuses:
- For drop-off or pickup orders, the item must have been successfully handed over through an approved Collektr arrangement.
- For shipping orders, the parcel must have been successfully delivered to the buyer.
Creating a fulfilment request, generating a waybill, packing an order, or scheduling a pickup does not by itself make the order eligible for payout.
Where an order contains multiple items or fulfilments, all required items must be fulfilled before the order becomes eligible.
No dispute, refund, return, cancellation, chargeback, investigation, or policy violation may be pending.
The seller must have completed the required onboarding and verification process.
The seller’s account must be in good standing without active restrictions or suspension.

An order appearing on the Seller Payout Dashboard does not by itself confirm that it is eligible for payout or that payment has been initiated.

3. Payout Method

Payouts are made by bank transfer to the seller’s registered bank account.
Sellers are responsible for ensuring that their bank details are complete, accurate, active, and able to receive the payout.
Collektr is not responsible for failed or delayed payouts caused by incorrect, incomplete, inactive, or unsupported bank details provided by the seller.
Once Collektr initiates a payout, the transfer remains subject to the receiving bank’s processing timeline.
Transfers initiated outside banking hours, during weekends, or on public holidays may only be processed on the next available business day.
International, non-Malaysian, digital-wallet, or third-party payment accounts may require additional processing time.

4. Fees & Deductions

All applicable platform fees, maintenance charges, transaction fees, adjustments, penalties, refunds, reversals, or other permitted deductions will be deducted before the payout is processed.
A detailed breakdown of each payout will be available in the Seller Payout Dashboard for transparency.
The payout breakdown may include the gross sales amount, applicable Collektr fees, SST, other adjustments, and the final net payout.

5. Sales and Service Tax (SST)

Where applicable, Sales and Service Tax (SST) of 8% will be charged on relevant Collektr platform fees, service fees, and other taxable charges in accordance with applicable Malaysian tax requirements.

The applicable 8% SST is charged on the relevant Collektr fees and taxable charges and not directly on the seller’s gross sales value.

Example: If the applicable Collektr platform fee is RM8.00:
- Collektr platform fee: RM8.00
- SST (8% × RM8.00): RM0.64
- Total platform fee including SST: RM8.64
SST will be automatically calculated and deducted during the seller payout process.
The seller’s payout breakdown will reflect the gross sales amount, applicable Collektr fees, SST on the relevant fees, other applicable deductions, and the final net payout.
SST is a statutory tax and not an additional commission or increase in Collektr’s platform fee.
The applicable SST rate and tax treatment may be amended from time to time in accordance with prevailing Malaysian tax laws and requirements.
Collektr will collect and remit the applicable SST to the relevant Malaysian authority as required by law.

6. Delays or Withholds

Payouts may be delayed, rejected, adjusted, or temporarily withheld under circumstances including:

Late, incomplete, or unverified fulfilment.
Missing or inaccurate tracking, pickup, or drop-off information.
Inactive fulfilment or tracking statuses.
Weekends, public holidays, bank closures, or other non-banking days.
System downtime, technical failure, maintenance, or payment-processing interruptions.
A rejected, failed, reversed, or returned bank transfer.
Incorrect, incomplete, inactive, or unsupported bank account information.
Delays by the seller’s bank, intermediary bank, or payment provider.
Active disputes, complaints, refunds, returns, cancellations, or chargebacks.
Incomplete or inconsistent seller verification information.
Suspected fraudulent activity, unusual transactions, or policy violations.
Legal, regulatory, risk-management, or compliance requirements.

Where reasonably possible, Collektr will notify the seller or update the payout status if additional information or action is required.

If a transfer is rejected or returned by the bank, Collektr may require the seller to verify or update their bank details before the payout can be re-initiated. Any re-initiated transfer will remain subject to the bank’s processing timeline.

7. Anti-Money Laundering (“AML”) Compliance

Collektr may implement transaction monitoring, identity verification and other risk controls to detect and prevent fraud, money laundering, terrorist financing and other unlawful activity. Collektr may request additional information, restrict transactions, withhold payouts, suspend accounts, or make reports to relevant authorities where required or permitted by applicable law.

Where required, Collektr may report suspicious activities to the relevant authorities without prior notice to the affected seller.

Collektr reserves the right to withhold payouts, suspend accounts, or request additional verification if suspicious activity is detected.

Where a payout is delayed or withheld for verification, investigation, risk or compliance review, Collektr will, where legally and operationally permitted, provide the seller with an appropriate status update and identify any information or action required from the seller.

8. Refunds & Adjustments

If a completed transaction is subsequently disputed, refunded, reversed, or found to involve a policy violation, Collektr may deduct the relevant amount from the seller’s current or future payouts.
Collektr may temporarily withhold the related payout while a dispute, complaint, return, refund, or chargeback is being reviewed.
Sellers may be required to provide supporting information or documents during an investigation.
Sellers will be informed of any payout adjustment where reasonably practicable.

9. Support & Inquiries

If a payout has not appeared within the applicable timeline, sellers should:

Confirm that all items in the order have been fulfilled.
Confirm that the fulfilment has reached the applicable eligible status.
Review the Seller Payout Dashboard for any hold, failure, or required action.
Verify that the registered bank details are accurate.
Allow for weekends, public holidays, and the receiving bank’s processing time.

For further assistance, please contact:

Email: [email protected]
Collektr WhatsApp Business: +6011-2721 0106

Please provide your Collektr username, order reference, and payout reference, where available, to help us investigate efficiently.

10. Policy Updates

Collektr reserves the right to update this policy to reflect changes in legal requirements, banking procedures, platform operations, industry standards, and community needs. Material changes will be communicated to users through email, platform notifications, or other appropriate communication channels.