Factors like unstable internet connections, location signal, volume of transactions going to a biller, and system downtime could cause confusion when making bills payment. A delay in posting and notification may make you think transaction failed and not realize your GCash wallet has already been deducted for the payment the first time.
What could lead to multiple payments?
- Repeating the payment without realizing that GCash wallet has already been deducted the first time
- Pressing "CONFIRM" button again immediately after thinking the first one failed or hanged
How to avoid getting billed twice on future transactions?
- Always take a step back and review your GCash wallet balance and any notification you may have received confirming the payment. GCash normally sends confirmation through App Receipt, SMS Notification, App Inbox (located at the upper right corner of your GCash App), and Email (if entered during payment)
- If wallet is deducted and you're unsure if payment posted, please observe 1 to 2 business days for possible refund before making another payment. If no refund received, chances are the payment posted
- The same observation to be done if error prompt is received and wallet is deducted. Sometimes the error is caused by biller congestion at first but GCash would wait for channel to free up and re-push the payment.
- Most of the time, GCash is designed to block duplicate transactions within an hour or less. But always be certain and exercise good judgment before deciding to re-attempt your payment
If you get hit with multiple debits, please consider the following:
Billers that can accept advance payment
- Credit Cards
- Others (make sure to check with your biller providers)
Note: It takes longer for most billers to attend to an escalation for refund than for advance payment to get credited naturally. Usually 30 to 60 days based on their confirmed timelines.
Credit Card billers often rejects or at best refund partially disputes related to duplicate payments
- That is because by the time we file for dispute, it's highly possible you may have new outstanding balance that is yet to be settled.
- Credit card companies normally require to deduct any unpaid balance first before refunding what's left of the duplicate transaction amount
- A lot of credit card companies usually takes a longer period of time or simply do not entertain reversal request of the duplicate transactions simply because it is considered a valid transactions. Unless certain situation will call for it which is subject for their review and approval.
Should you still need assistance in filing a dispute, here are your options:
Channels available within the GCash App:
- Live Chat via Help Center
- "Submit a Ticket" button via Help Center
Prepare for the following details:
- Your GCash number
- Your email address
- Biller you made payment to
- Date and time of transaction
- Your account number with the biller
- Transaction ID
- Amount paid
- Screenshot of your GCash app confirmation (if available)
- Screenshot of SMS confirmation received from GCash (if available)
- Screenshot of your current billing statement showing missing payment
- Our customer support may require applicable items to be completed first before they could escalate concerns to our biller partners.
- Some billers passes through a payment gateway partner wherein which GCash directly coordinates with
- Some billers may prefer directly coordinating with you for disputes and refund requests due to factors like account confidentiality, compensations, and others.