From bank delays to borderless speed: How OnlineHKdeal streamlined global reimbursements with Instarem
This article covers:
The Company
OnlineHKdeal is a fast-growing e-commerce business that connects global shoppers with luxury goods that are hard to find locally or more competitively priced overseas. Their niche lies in sourcing and selling parallel imports—authentic luxury items like Hermès, Chanel, Patek Philippe, Goyard, and Rolex, purchased in global markets and resold to meet international demand.
With a lean operation and buyers located across continents, their ability to move money quickly and efficiently across borders is not just a preference — it’s the backbone of their business model. Every transaction plays a crucial role in maintaining their fast turnaround, securing rare stock, and satisfying a discerning customer base.
“We purchase directly from retail shops around the world, and we need to reimburse our buyers quickly. Timing is everything,” explained Leo Lau, Director of OnlineHKdeal.ls.
The Challenges
Operating in the world of luxury goods comes with high stakes and tight timelines. For OnlineHKdeal, success depends on speed, trust, and global coordination. But managing payments across different countries and currencies using traditional banking systems presented several major obstacles.
“We dealt with high fees, long settlement times, and no clear point of contact. If an issue came up, it often stayed unresolved,” shared Leo Lau, Director of OnlineHKdeal.
Key pain points included:
- High remittance fees per transaction (e.g. USD 15 to send EUR)
- Slow settlement times, often taking up to two business days
- Limited support and transparency from banks when issues occurred
- Inability to send payments outside standard banking hours
These frictions were especially problematic given the company’s unique cash flow model: goods are often delivered before final payment is received from end customers, meaning speedy reimbursement to their buyers is mission-critical.
Additionally, the compliance process added complexity. Since products are purchased by a global network of buyers from retail stores, the official receipts often don’t match the names of those requesting reimbursement — creating headaches during documentation checks.
“Since we purchase items directly from retail shops, the receipts don’t always match our buyers’ names. This creates challenges when Compliance requests documentation,” noted Leo Lau, Director of OnlineHKdeal.
Currency fluctuations were less of a concern, as OnlineHKdeal collects customer funds at the point of sale. But the urgency of remitting reimbursements—without high fees or red tape—remained a top priority.
The Solution
Looking for a better way to manage their growing cross-border payments, OnlineHKdeal switched to Instarem over three years ago. The goal was to find a platform that offered faster processing, competitive rates, and responsive support.
“The difference was immediate. Our account was activated in under 24 hours, the platform was easy to use, and best of all, we finally had a dedicated account manager,” recalled Leo Lau, Director of OnlineHKdeal.
The onboarding process was seamless. Instarem’s local team provided hands-on support, and the platform interface was intuitive from day one. But what made the biggest difference was the personalised customer service.
“Setup was quick, and the portal was straightforward. But what stood out most was the support — we didn’t feel like just another user,” remarked Leo Lau, Director of OnlineHKdeal.
Their dedicated account manager speaks Cantonese and provides tailored assistance — something the team values greatly, especially while on the move.
“We’re constantly on the go. Having someone who understands our business and communicates in our language makes a huge difference,” emphasized Leo Lau, Director of OnlineHKdeal.
This human-first approach — combined with fast, reliable transfers — transformed the way OnlineHKdeal manages its reimbursements and keeps operations flowing smoothly.
The Results
Since partnering with Instarem, OnlineHKdeal has experienced significant improvements in both transaction speed and cost-efficiency, resulting in better business outcomes across the board.
Key improvements include:
- Instant processing of major payout currencies like EUR, GBP, and KRW
- Zero transaction fees across multiple key corridors
- Out-of-hours transfers, including on weekends and holidays
- Improved transparency and access to a dedicated point of contact
“With banks, sending EUR could take two days and cost us USD 15 per transaction. With Instarem, it’s instant — and free,” highlighted Leo Lau, Director of OnlineHKdeal.
These enhancements directly impact the company’s global buyer network. With faster reimbursements, OnlineHKdeal has been able to improve partner satisfaction, reduce payment-related friction, and even lower customer surcharges, thanks to the cost savings from avoided bank fees.
“Our buyers are happier getting funds quickly. We’ve even been able to lower customer surcharges since we’re no longer eating high bank fees,” revealed Leo Lau, Director of OnlineHKdeal.
More than a provider, Instarem has become a trusted business partner. Whether the team is traveling or working remotely, they rely on consistent, proactive support.
“Our account manager works around the clock to answer our questions and solve problems — even while we’re traveling. That level of support is rare,” praised Leo Lau, Director of OnlineHKdeal.
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