Merchant didn't receive the payment confirmation when I used Scan to Pay. What do I do?

If the merchant did not receive your payment or the SMS confirmation after you used Scan to Pay, follow these steps:

1. Check Your GCash Transaction History

Open your GCash app and go to Transaction History to confirm that the payment was successfully processed. If it appears in your history, it means the payment was credited to the merchant’s wallet.

2. Share the QRPH Invoice Number with the Merchant

Go to your GCash App Inbox to find the QRPH Invoice Number linked to the transaction. Share this with the merchant so they can verify the payment on their end.

If the merchant does not recognize or honor the payment:

• Open your GCash, and tap Transaction
• Select the specific transaction and tap Merchant didnt receive this payment to submit a ticket.

Once the ticket is submitted, your dispute will be reviewed and validated by the merchant or their partner bank. It may take 10-12 business days.

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