Option 1: Monitor the GCash account for the next 3 business days
- Check our balance for possible refund due to auto-reversal
- If one or more payments failed, it may be refunded by the system automatically
- Some billers' system may recognize double payment and automatically returns the duplicate ones
- If no refund reflected, we may also check with our biller whether the duplicate payment/s posted on their end
- This will help reassure us that the funds is not floated in between
- This could also give us other options to consider
Option 2: Request for Refund
- We can submit a ticket to have our team investigate and escalate to our biller partners
- Note that the approval and resolution timeline would depend on the efficiency of our billers' merchant support services
- Monitor ticket resolution conveniently through your GCash app
- Just go to Help Center to view any updates on your ticket
- Refrain from logging another ticket as it may contribute to the resolution delay
Option 3: Credit Excess Amount to our next billing period
- Determine if our biller partner can accommodate advance payment
- Usually utility billers, credit cards, loans, cable and internet, telecoms, insurance, and real estate may be able to simply credit the excess amount to our next billing period
- Be sure to confirm with them just to be certain
- Consider leaving the excess amount as advance payment for your next billing due
- Some billers' resolution timeline may actually take longer than our next billing cutoff
- We understand this could just be a viable option if we're looking at a manageable amount
Note that we are only suggesting Option 3 with utmost sensitivity in case our valued customer would see it more fitting to do so. Ultimately the decision is still within the customer
Frequently Asked Questions
- How can double charging or multiple debit occur?
- Usually if a payment was CONFIRMED by the customers twice or more
- What are the factors affecting double charging or multiple debit?
- Slow internet or data connection leading to...
- a break in the middle of payment but after wallet has been deducted leading to...
- no confirmation receipt with customers unaware wallet already debited leading to...
- re-confirmation of payment by customers with wallet debited again
- no confirmation receipt with customers unaware wallet already debited leading to...
- a break in the middle of payment but after wallet has been deducted leading to...
- Volume being transacted on a biller is too high leading to...
- clogging on billers' system to accept all volumes at once leading to...
- session timeout on GCash's end leading to...
- no confirmation receipt with customers unaware wallet already debited leading to...
- re-confirmation of payment by customers with wallet debited again
- no confirmation receipt with customers unaware wallet already debited leading to...
- session timeout on GCash's end leading to...
- clogging on billers' system to accept all volumes at once leading to...
- Slow internet or data connection leading to...
- Does the system randomly charge payments twice?
- Believe it or not the system goes by human triggers and is not capable of processing a single payment twice or generating 2 or more transaction IDs
- How do we prevent a transaction from being charged twice or more?
- Always be mindful of breaks in payment or failed transactions
- Make sure to check our GCash balance when in doubt
- Why is it sometimes more practical to carry over excess payment than to have it refunded?
- Some billers make take more than a month to resolve a concern and may result in holding off funds that can already be used to pay the next bill
- Why does it take some biller too long to approve a reversal?
- Depending on the nature of the biller, some steps may require a lot of approvals thus adding further to the delays
- Ultimately a duplicate payment could mean both transactions have posted thus making it more difficult to undo on the billers' end
- How will we know if our biller can accept advance payment?
- Best to check directly with the biller just to be sure
- What happens to any refund request of duplicate payments if a credit card has outstanding balance?
- Credit card companies may not approve a refund if an account has pending unpaid balance for the next billing cycle
- Credit card companies may instead approve partial refund if just the same, the account has pending unpaid balance for the next billing cycle