My GCash wallet was deducted, but the GPO did not receive the payment. What should I do?
If your GCash wallet was deducted but the GCash Pera Outlet did not receive the payment, follow the steps below:
Step 1: Check your transaction history
Look for “Pay via Scanned QR” and tap it to view the transaction details. To confirm that the payment was successful, you should see “Payment to <Name of GPO>.”
- If the payment is reflected but the merchant says they did not receive it, go to Step 3.
- If you cannot find the transaction, go to Step 2.
Step 2: Check your GCash balance
Check if your GCash balance was deducted.
- If it was deducted, go to Step 3.
- If it was not deducted, the payment did not push through. You may try the transaction again.
Step 3: Ask the merchant to confirm
Ask the merchant to check if the payment was received in the GPO wallet within 2 minutes.
- If the payment is not reflected or the transaction status in the GPO wallet is Failed, use another payment method to complete your payment. The funds should be returned to your GCash wallet.
Need more help?
If the funds have not yet been returned to your GCash wallet:
- Go to Transactions.
- Select your QR payment.
- Tap Get Help > “Merchant didn’t receive this payment.”
Invalid claims may be rejected. The merchant and their bank will review your concern within 6–10 business days.
If the merchant confirms that your payment is eligible for a refund, the amount will be credited to your GCash wallet within 24–72 hours after the merchant’s confirmation.