My balance as been deducted, but I have not gotten my credit
This article covers 4 cases where you might be charged, and not get your credit.
- Debit card payment issues
- eWallet ( Coins, GCash), Paypal or Crypto
- International ( non- Thailand ) order
- Payment success, but no credit received
Debit Card Payment Issues
With a Debit or Credit Card, it may look like you were charged, but you have not been. Learn more about Payment Hold.
There are 2 events on each charge an authorization event and then the actual charge event. There are several cases where an authorization is completed but the actual charge fails.
Some Cards will lock the funds and issue you a charge notice upon the authorization event, and so it appears funds have been deducted from your account, even though the actual charge of the card fails.
This charge will be removed after sometime. Additionally we cannot request a refund as we show a failed payment with nothing to refund.
We are aware of a few services that report show you have been charged when you have not been:
- GCash PH Debit Cards
GCash, Paypal or Crypto
Delays with Crypto payments can occur if payment finalization is not completed in time or there is blockchain network slowness. Just contact support and request a manual check of payment status.
For GCash and Coins payments your order may be under review or delayed for the reasons listed below.
Failed GCash, Coins, Crypto and Paypal top ups are returned to your credit balance and can be seen in the Android app.
GCash “Request for Refund” warning
DO NOT use the GCash dispute form. The GCash dispute process is lengthy, and can lock your funds for weeks. The merchant is unable to refund any funds until GCash unlocks them.
Support can help with your refund faster with in app credit or with a GCash refund.
International orders are manually reviewed
To reduce fraud and limit abuse, we first take payment and then manually review the order. If your order is delayed, it is under review, and credit will be sent as soon as it is manually reviewed within 24 hours.
Payment success, but not credit received
Here are the other reasons why you might not have gotten credit once your payment is successful.