Factors like unstable internet connections, volume of transactions going to the biller, system delays leading to repressing of payment buttons may be contributing to the possibilities of duplicate or multiple transactions.
If it happened to you, allow us to help you by creating a ticket on the link at the end of this article. But first, check out another option you may consider.
Billers that can accept advance payment. Some billers under utilities, cable/internet, telecoms, credit cards, and others may suggest having excess payment be carried over to the following month's bill. As GCash is merely a payment option, disputes and refund requests made are subject to our biller partners' timeline which sometimes may take between 2 to 3 weeks or even 2 to 3 months. If you know your biller can accept advance payment, you can be assured that the funds will be credited accordingly to your next bill. So make sure to also check with your preferred biller what their payment policy is for a worry free transaction.
Refunds may be partial or request may be rejected. For billers like credit cards, they automatically check on your outstanding balance as there may be recent credit card transactions made that are not part of your last payment. If that is the case, often times our request may be denied or refund amount is subject to re-computation. Rest assured though that in this situation your payment is in tact and may just be waiting to be credited to the next bill.
Avoid paying twice. Make sure we only press the payment button ONCE. As similar to any typical online engagements, congestion may occur caused by internal or external providers. It usually starts with transaction delay which may make you think the payment did not push. Make sure we check our wallet balance first before doing anything else. If deducted, chances are your payment pushed and confirmation may just be delayed a little. In cases where you didn't receive any in app or SMS confirmation, simply wait for the next business day to see if paid amount will be returned to your GCash wallet. You can then try to make another payment. If no reversal happened, it means your payment will be posted.
Your guide to logging a ticket. In case further assistance is still required, you may create a ticket at the link below and our dedicated customer support will get back to you within 24 hours. You may also try our chat support service for your convenience. Please be ready with the following items:
- 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
Please note that our customer support may require applicable items to be completed first before they could escalate concerns to our biller partners. Some billers may prefer directly coordinating with you for disputes and refund requests due to factors like account confidentiality, compensations, and others. Rest assured we will advise you what to do and forward your concerns to them.