GLife

A lot of factors could result in orders not being delivered, online items not seeded, and other unfulfilled items despite receiving an initial confirmation that the transaction was successful.  There is a high dependency for merchants to monitor and complete orders made or items being claimed inside GLife.  It helps to understand how you can follow up and validate the status of your transactions so as to know what steps to take.  

Quick guide on how you can reach out to merchants

1. To contact the merchant directly
   • You may look for their customer support channel via Google Search
     • Merchant Website then Contact Us
     • Customer Support Hotline
     • Customer Support Email
     • Facebook Page or Messenger
     • Instagram or Twitter
   • Some GLife merchants have a Contact Us built in their mini app.  Simply refer to the steps below
     1. Go to Profile section of the menu at the bottom
     2. Select Contact Us in the list
   • Should you have problems contacting the merchant, you may also submit a ticket to GCash via Help Center and allow us additional 3 to 7 business days to coordinate with the merchants.  Please note that we will also depend on the merchant's response time. 
2. Merchants will first need to validate if the transaction succeeded or failed on their end
3. Some merchants will have the option to re-fulfill orders or re-seed needed vouchers or discounts as needed
4. Once identified there is a refund requirement, some merchants can process the refund on the end which directly credits back your GCash wallet or coordinates with GCash directly for refund assistance