In the event that you have completed your payment but are faced with a “Payment Failed” screen, indicating that your bank/e-wallet has deducted the money, you can take the following steps: Contact our customer support hotline: 1900.1908 – 028.3622.9900 (7:00 – 21:30) and inform them of your order status.
Illustration of the “Payment Failed” screen
Our dedicated customer support team will acknowledge your issue and investigate the cause. They will then get back to you with the best solution.
Rest assured, your order will still be processed and switched to a cash on delivery payment method.
Regarding the amount deducted from your account, we will refund it to the card/e-wallet you used for the transaction within the following timeframe:
- For ATM cards/Momo wallet/Zalo Pay wallet (top-up in Zalo): The refund will be processed within 3 to 5 days, excluding weekends and holidays. If you do not receive the refund within this timeframe, we will assist in contacting your bank to resolve the issue.
- For Visa/MasterCard/JCB cards: The refund will be processed within 12 to 15 days. If you do not receive the refund within this timeframe, please contact your bank for assistance.
This is the procedure to follow in case of a “Payment Failed” status, even though your account has been deducted. Alternatively, you can always contact our hotline: 1900.1908 – 028.3622.9900 (7:00 – 21:30) for immediate assistance!
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