I have read some posts in the Globe Community forum about user complaints not getting their Lazada refunds or any other chargeback promptly and by promptly these dissatisfied GCash users mean months. Trying to contact 2882 or constantly badgering their customer support via their Facebook Messenger account sometimes can be a waste of time.
I, too, had purchased an item on Lazada Thailand’s website which the merchant eventually cancelled and I waited for 3 months because I had placed so much trust in the system to automate the refund itself.
What you need to know is on Lazada’s end, it would only take less time for them to process the refund. The tricky part is on GCash’s part. This GCash refund problem seems to happen more to GCash MasterCard accounts. This is just my observation as I also own a GCash AmEx and with the latter it’s never taken months for refunds to arrive to my GCash AmEx balance.
How did I get my Lazada refund to my GCash MasterCard resolved? I filled up the Dispute Form and e-mailed it to firstname.lastname@example.org. It’s very important to remember that sending them an e-mail with a description of your problem won’t do it – always always always fill up the dispute form, tick the correct concern and send them additional proof like receipts or a screenshot or communication exchange with Lazada or some other company you are awaiting refund from.
My Lazada Thailand purchase was made in April this year but I did not file the dispute until early August. However, once I filed the dispute with GCash, I was able to get my Lazada refund in less than a week. You will know when the refund because you will receive a text notification which usually looks like this:
Upon review of a previous transaction, we have now credited PXXX.XX to your account. Your new balance is PXXXX.XX. Ref. No. XXXXXXXXXX.
In order to completely fill up the dispute form with the correct details, you might want to have your transaction history e-mailed to you. You can do this right within the GCash mobile app. You can even select the specific month when you made the online purchase. The transaction history will contain the 10-digit Transaction Reference number. If you know the date but don’t remember the exact time you made the purchase, you can look for the e-mail confirmation of the online purchase sent to you by Lazada or some other merchant. The time on the e-mail and the time on the GCash transaction history should match. The 10-digit Transaction Reference number is the one that GCash support will refer to in their records for their review.
As of this writing, I still have 3 more pending refunds in this order: from Booking.com’s promotion, from Google AdWords, and from iHerb. The last two were July purchases so they should come in within this month.
What if you are expecting a reward for an online promotion and you entered your GCash MasterCard for it? That’s what happened with my Booking.com’s 30% reward from a hotel stay promotion Booking.com had back in June. The e-mail confirmation stated that $12.70 was on its way to the card listed on my account. July came and went but there was no ingress of $12.70 on my GCash MasterCard. Of course, this was a hotel stay paid for in cash so there was no 10-digit GCash transaction reference number to look in the transaction history for. In this kind of scenario, you would need to contact the merchant to follow up with them regarding the reference number on their end and forward it to GCash.
I will post an update for the 3 remaining refunds I am expecting.
Update September 3, 2018:
The iHERB refund has been processed.
Update September 25, 2018:
The Booking.com reward has been processed.