Find the sent payment
Open your transaction record and collect the payment date, amount and recipient. Check that you are looking at the same operation described in your ArionPlay enquiry, especially if you made more than one payment around the same time.
For a GCash QR payment, the merchant can use the QRPH Reference or Invoice Number to look for the transaction. Keep that identifier exactly as it appears in the record. A short summary of the problem is useful, but the reference identifies the payment you want checked.
The merchant cannot find a QR payment
Share the QR-payment identifier with the merchant and retain the receipt. GCash’s help route for a QR payment begins from the affected transaction:
- Open Transactions in GCash.
- Select the QR payment you are following up.
- Open Get Help.
- Choose Merchant didn’t receive this payment.
Start from the recorded payment so the concern stays connected to that operation. GCash also advises checking the existing payment before trying again, to avoid a duplicate charge.
QR concern and refund periods
GCash publishes separate periods for reviewing a QR-payment concern and adjusting an eligible refund to the wallet. Read each period with the process it describes.
| Process | Published period | Starting point |
|---|---|---|
| QR concern involving a GCash merchant | 6–10 business days | Review of the QR-payment concern |
| QR concern involving a non-GCash or QRPH merchant | 10–12 business days | Review of the QR-payment concern |
| Eligible QR refund paid from the GCash wallet | 24–72 hours | After the merchant confirms refund eligibility |
The refund row begins after merchant confirmation. Keep that confirmation with the receipt, so you can identify the stage being followed up. If the response concerns a different payment route, continue with the instructions for that operation.
Contact ArionPlay about the payment
GCash’s Webpay merchant directory lists [email protected] for ArionPlay. In your enquiry, include the transaction date, amount and reference, then state what you need checked: for example, a sent payment that the merchant has not located.
Email ArionPlayBefore writing, the payment details checklist can help you gather the relevant records. If your issue is money expected into GCash after a withdrawal, continue with the withdrawal guide instead.