Pay Bills

Option 1:  Monitor the GCash account for the next 3 business days

1. 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
2. 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

1. 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
2. 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

1. 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
2. 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

1. How can double charging or multiple debit occur?
   • Usually if a payment was CONFIRMED by the customers twice or more
2. 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
   • 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
3. 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
4. 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 
5. 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
6. 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
7. How will we know if our biller can accept advance payment?
   • Best to check directly with the biller just to be sure
8. 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