Your funds are safe, there's no need to worry. This situation falls under the category of "dropped payment" (the bank has deducted the payment but the merchant's system hasn't received a success notification). Funds will typically be automatically refunded to your original payment account within 1-7 business days . If the refund hasn't been processed within this timeframe, you can manually initiate a refund through the order appeal channel.
Why does a payment fail but the deduction succeed?
This is a typical "order drop" phenomenon caused by network latency or system communication anomalies:
Bank has already deducted the payment: Your issuing bank has executed the deduction instruction, and your account balance has decreased. This amount is temporarily held in escrow by the bank or payment institution.
Merchant not receiving payment: Due to network fluctuations, system timeouts, or excessive concurrency, the merchant system has not received the bank's payment success notification, and the page displays "Payment failed" or keeps spinning.
Data synchronization delay: There is a time difference in the synchronization of transaction status between the bank and merchant systems, which is usually automatically reconciled and corrected within 24 hours.
⚠️ Note: Please do not make duplicate payments immediately out of concern for being charged twice. We recommend checking the status of your first order first. If you absolutely need to make another payment, please wait 15 minutes or change your payment method.
Fund return time and processing method
The processing time and procedure for refunds vary depending on the payment method used.
Bank cards/credit cards: Refunds are usually processed automatically within 1-3 business days (please confirm the specific timeframe). Requests may be delayed due to holidays. You will receive an SMS notification from your bank after the refund is processed.
Third-party payment (WeChat/Alipay): Generally, refunds are returned in real time or within 24 hours to the payment balance, subject to the rules of the payment platform.
If the refund has not been received within 7 business days: Please contact customer service and provide your bank deduction transaction number (which can be found in your bank's app). We will manually verify the information and initiate a refund process, which will take approximately 3-5 business days (please confirm).
💡 Tip: You can check the status of this deduction in your bank's app or online banking. If it shows "Pending Settlement" or "Pre-authorization Frozen", it means that the funds have not yet been settled to the merchant and the probability of a refund is extremely high.
What should I do if I encounter this problem?
Please follow these steps to ensure your rights:
Take screenshots of the payment failure page and bank deduction SMS/records as proof.
Wait 24 hours to see if the refund is automatically processed, and check if the bank card balance has been restored.
Submit proof of payment (including transaction time, amount, and transaction number), and customer service will verify and process it within 1-2 business days .
For urgent inquiries, please contact our online customer service directly and provide your order number and the last four digits of your bank card for faster processing.
💡 Tip: If you have paid twice as a result, you can apply for a refund on the "Order Details" page if you need to cancel the second successful order. The first deduction will be automatically refunded to the original payment method, so you will not suffer double losses.