Nine out of ten times I have had successful PayPal to GCash instant withdrawals via the GCash mobile app. This month, though, I experienced the first setback in transacting with this kind of platform. Here are the steps I took when I did not see my PayPal to GCash cash-in immediately reflected:
1 – PATIENCE. Patience is not one of my main virtues. There are things in life I would patiently wait for but I do not have tolerance for customer service issues especially when you don’t get a response within 24 hours from customer support. My impatience is probably the number one stressor in my life and during this setback, I was in a bad mood for 5 days. Yes, 5 days, because I only learned to let go of my anger and frustration for that long. Plus, the fact that customer service cannot exactly give you a concrete reason why their system had gone bonkers only exacerbates the problem.
2 – CONTACT GCASH. I contacted GCash Support via e-mail, which I usually do when I have GCash concerns or inquiries. GCash customer support agents do reply within 12 hours but don’t expect them to give more answers than they are giving you because the technical problem is above their pay grade. In case your GCash balance has already been deducted because of a system glitch, simply fill out this Dispute Form and e-mail it to email@example.com. Having a filled out Dispute Form helps speed things up.
In my case, PayPal sent a confirmation e-mail that the funds have already been transferred to my GCash account. The error and delay was on GCash’s end. I was told by customer service that they had forwarded the concern to their Treasury Department.
3 – FILE A DISPUTE ON THE PAYPAL PLATFORM. Since I did not get any reply after a day of filing a dispute via the PayPal platform, I sent a message via the Message Center. In two days without any reply, PayPal deemed it fit to escalate it to a claim. I did not hear back from GCash and when I followed up with them, I was told they are still waiting for an update from their Treasury Department.
By the 6th day, I was surprised to see my funds returned by GCash to my PayPal account. Cautiously, I tried doing a PayPal to GCash cash-in of PhP20 to see if their cash-in capabilities is running smoothly again. Not surprisingly, the small cash-in went through instantly and I decided to proceed with the remaining amount in my PayPal balance and this went successfully as well.
4 – THANK GCASH SUPPORT AND CANCEL THE PAYPAL DISPUTE CLAIM. When I got my PayPal funds returned, I thanked GCash customer service via the existing thread and informed them that the issue has been resolved. I canceled the dispute claim via the PayPal platform which automatically indicates to PayPal that the dispute has reached a resolution.
It took 6 days to be resolved. During that period, I did also find out that GCash outlets could not successfully transact GCash cash-in’s.
5 – ALWAYS WITHDRAW IN INCREMENTS OF $25-$29. I do not know why GCash seems to get more complaints about delayed cash-ins from PayPal to GCash when the amount is more than $100 and above. After encountering delays, I have learned that doing cash-ins in alternate amounts between $25 and $29 was safer and I had lesser problems with delayed cash-ins. There is a caveat, though, as successful cash-ins in small amounts is regarded as suspicious by GCash and it will lead you to account suspension. The good news is you will be notified by email about it and as soon as you reply to GCash Support, the suspension will be quickly lifted and you will be able to access your GCash mobile app again.
UPDATE: MAY 13, 2017
Other than the obvious glitch in the system, PayPal to GCash instant withdrawals may be delayed because you have exceeded the cash-in limit for your GCash account, usually capped at PhP50,000 per month per account. In that case, you would get a text notification about it:
You can request your transaction history within the GCash mobile app to be sent to your e-mail address.
Other text notifications come in like this:
Despite that text warning, the system doesn’t behave on the contrary. Your funds will be deducted nonetheless and as a result PayPal treats the transaction as completed, that is why you would get the automated transaction completed e-mail from PayPal. That is why you need to file a dispute with PayPal after contacting GCash.
I have experienced file disputes regarding the PayPal to GCash cash-in delays thrice and 2 out of 3 were resolved in 6 days. Just hang in there.
UPDATE: DECEMBER 28, 2017
I still use PayPal to GCash cash-in via the GCash mobile app and I would still experience having one transaction delayed. The only difference is the missing funds would be in my account within 30 minutes to an hour.
UPDATE: DECEMBER 19, 2018
When I logged in to my GCash mobile app at 8am today, I encountered the PayPal re- link error message and then this:
After I tapped on back and tried to cash-in, the screen showed me the correct amount on my PayPal balance so I tried to cash in $29 in my primary GCash account and $10 in my second GCash account. None of them were successful. I did not get any text notification that the cash-in went through. It’s been 3 hours now since I did the transfer and still no text notification. I did file a dispute with PayPal and emailed GCash about the problem. Good luck to their customer service agents right now being bombarded with angry messages. GCash mobile app is so buggy right now so don’t bother making cash-ins unless the first attempt went through.
UPDATE: DECEMBER 20, 2018
Last night, I received an e-mail that I supposedly requested to cancel my pre-approved payments plan, which means that I purposely unlinked my PayPal from GCash. Odd. It must have been another glitch on GCash’s end because when I went to the GCash mobile app, I was shown the prompt that my GCash is still linked to the same PayPal e-mail address.
Earlier today I read this reply from GCash regarding the dispute form I sent them yesterday:
Let’s see if they fulfill that promise of returned funds within the day.
UPDATE: December 21, 2018
I received an e-mail from GCash today and their customer service agents are being redundant except for the part about the mobile app versions.
A few minutes after I sent them my information, I got this reply:
Not much difference from the screenshot above except the December 19th mention.
Obviously, just like yesterday’s empty promise, I still haven’t been refunded.
And more promises.
Still nothing showing on my PayPal balance. I did hear from someone on Twitter that he got refunded yesterday.
Around 7 PM, I used the Contact Us link on PayPal right below the Open Dispute Case. I wrote in the message box that G-Xchange has already replied to me confirming the refund and that the dispute needs to be escalated to a claim.
UPDATE: December 22, 2018
At 9AM today, I repeated the Contact Us process in PayPal for the other PayPal account where the $10 should be refunded to.
I received this e-mail notification from PayPal (which I just checked a while ago). It says the refund came in at 11:46 AM so that must have been 12:46 PM, Philippine time.
My $29 has been refunded but my $10 from the other PayPal account hasn’t. I believe this may have something to do with contacting PayPal to have them look into the refund.
Would appreciate it if you can ring in the comments when you got your refunds as well.
UPDATE: December 23, 2018
Earlier today I received my $10 refund.
I made sure to close the Open Case or open dispute claims I have on my PayPal account: