I purchased a US brand item online using GCash AmEx or American Express virtual card. But the vendor canceled my purchase because they don’t ship to a freight forwarder address or non-residential address. There’s no immediate notification from the vendor when they canceled it; good thing I look at my purchase history in my account on their website.

As soon as I found it out I immediately informed GCash about it so they can be aware, though I know that they will and should be aware but knowing Globe and GCash, it may take the time or they might not bother, it’s also my first to try and use this service (I also don’t trust them). I informed them through their FB messenger chat portal GCash Care and the agent on the other side asked me to fill out a dispute form. I filled it out but informed them that I don’t think it was a dispute.

GCash Poor Customer Service

I think the agent who picked my concern during that time was less experienced. I gave them time since I know that bank to bank transactions especially reversal may take some time to reflect plus my account is like a “sub-account” under Globe. After a few days I follow up again, the agent on the other end did not respond, he or she just “seen” it and you know the feeling when someone does it, it was unrespectful! The agent never acknowledged the customer’s chat.

I just informed them that going to a dispute channel is not a good idea when there’s no valid dispute case yet. Then I specifically use the term reversal (good thing I know this word but for some, they might use refund and that will be the cause of the delays) in my instruction or my concern so they will know what to do. Maybe if I did not mention it, I was probably still in the spiral with them and it would take many forms to fill-out and many days to wait before I will get back my money. I said this because I had experiences with them before and most often that’s the case, circling in their spiral of a confusing workflow.

GCash cannot be reached through a phone call so it’s really a hassle when you have a concern because most of the time they respond the next day or you’ll receive a robot response.

Globe should train well their agents to properly use their common sense because that is what separates us from Artificial Intelligence which is now threatening our livelihood.


Globe GCash Care never responded but the afternoon of that day I received a text notification about the reversal. I think for GCash or to any entity whose business is to handle money or in the financial industry that they should still need a customer service portal via phone. It’s important that we as users and customers feel and talk to a real person on the other end listening and understanding us. It’s difficult to transact in a messenger bot because we don’t know if the concern is properly addressed plus it takes days to resolve the problem.

Anyway, what I learned from this experience is to check first the vendor abroad if they allow delivering to a freight forwarder address before buying from them otherwise better check Amazon or other online malls for that item. Then as much as possible be specific when conversing to a chatbot or customer service chat portal, provide to them the keyword or term (they assume that all of us customers are aware of their jargon) because their customer service agents are not using common sense or maybe not properly trained, or maybe all this time it was a robot; if it was, they need to upgrade it to an intelligent human!

About Gino Pena

Usually confident and calm, Gino is dynamic, intuitive, and a little grain of shyness. He has a keen active mind that is capable of planning ahead and fast decisions. He tends to give out honest helpful advice in a friendly manner. Gino likes to dress smartly in clothes he feels comfortable. Ambitious but not overly so and can be generous to those he loves.

14 thoughts on “GCash-AMEX Reversal Experience

  1. Thanks for the tip! I just experienced this today. I already sent a query to gcash but I think mag sesend na lang ako ng new thread for this reversal. Sobrang pangit kasi ng naranasan ko nakaraan sa globe at home customer service, then eto nanaman ngayon 😕 Thanks po for this article, I found this very useful!

      1. Ako din na experience ko now ng order ako sa old navy site then they emailed na na cancelled yong order ko then the amount was deducted already sa account ko na 4k plus.. Im using the gcash amex virtual pay this time.. Actually dalawa yong for refund ko the one is sa old navy amazon.. Ng email na ako sa customer service nila so far ng reply nman kasi it will take 45days daw super tagal.. Mas okay yong gcash Mastercard ang bilis ng refund unlike sa gcash amex

  2. Uh I think I had the same situation po, I ordered iphone from the apple website but somehow it got cancelled an hour after I placed an order pero po nagbawas na siya sa gcash account ko, sabi po ng apple di pa daw nila natatanggap yung payment and nasa gcash pa daw po nung tumawag naman po ako sa gcash nagsemd sila ng dispute form,ano po yung dapat kong gawin thank you so much sir

      1. hmm di naman yata siya umabot ng 1month pero baka may cut off sila so extend muna your patience then follow-up mo lang sila kasi parang may skeletal workforce sila dahil sa pandemic

  3. Hi having a same situation now. According to amazon they refund it already last Nov7 but until now wala pa din☹️ What am i gonna do. Help please its my first time.

    1. Contact Globe (though pahirapan sa ngayon dahil limited agents nila, but keep trying) din if you have proof, present na din sa kanila ang let them know na you want your money back na maaring pending sa kanilang end

      1. i hope hindi na nila ako pahirapan pa, pambihira 2 ang nag refund ng payment ko isa sa ebay at isang shipping company. Pinadaan ko paypal may proof naman pero yung isa wala. Sabi naman nung sa shipping wait for 2 to 3 days, What a day lolz

    1. once confirmed na ng agent na for processing na for reversal give 5 business days but of course ask the agent before hanging up kung kailan mag reflect kasi depende pa din yun sa banks and parties involved

  4. Ay AMEX na pala sabi mo. haha sorry po. Madaling-madali ako sa pagbasa kase I just cancelled an order sa Amazon.

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