1. How will we know if our GCash balance was deducted or if the amount was refunded back?
You can check for any changes to your balance through your:
- SMS messages sent to your GCash registered mobile number
- GCash inbox, located at the upper right corner of the app
- Registered email address during payment
- GCash App Transaction History
- To know where you can locate your Transaction History in the GCash App, click here.
2. Why do some payment errors get reversed automatically?
Some partner billers have the technological capability to detect incorrect payment details. These billers will then automatically reject or return your money once a payment error has been detected.
3. What happens if an incorrect payment goes to a live account?
Some partner billers are sensitive enough not to disrupt another accounts' statement flow. If this does occur, GCash will make sure to flag for a refund or adjustments as much as possible.
If you have entered an incorrect payment to another live account and have not yet been refunded, you may report the incident via the GCash Help Center by submitting a ticket here.
4. Which billers can automatically carry over excess amounts to the next bill?
Billers under utilities, credit cards, loans, cable and internet are eligible to carry over excess amounts to the next bills.
5. What are some billers that cannot carry over excess payments?
Examples of billers that cannot carry over excess payments are SSS, airline companies, one time payment transactions types, etc.
6. How long does it take partner billers to resolve an incorrect payment dispute?
Some biller partners would need 2 to 3 months to resolve due to investigation and processing. Other billers would be able to resolve the incorrect payment dispute within a couple of days.
To follow up on your dispute please contact your biller directly or submit a ticket via GCash here.