Request order help or an item refund review
Use Customer Support for purchase-linked refund requests and check the recorded status afterward.
Open Customer Support, choose Purchase help, then select the purchase. You can also choose Customer Support on Your order to open help for that purchase. Read the accepted offer and refund terms there first. If the item shows Request item refund or help, choose a reason and submit the request. A recorded request asks KKY to review the item; it does not approve a refund or change access.
For a duplicate payment concern or another whole-order issue, use the order-level option in that purchase's Purchase help page. Keep the order reference and check the case there again for the recorded result. Do not start another payment while the current status is unclear.
If the request action is unavailable, use Contact Support on the purchase help page to ask for help. Describe what happened and include the order reference, but do not send passwords, authenticator codes, or complete card or bank details.
If an approved refund offers a bank or GCash destination, use the protected Refund destination form on that purchase's Purchase help page. Confirm your identity, save your details, review the masked destination, and confirm it. These are your instructions for Finance; approval or prepared payment files do not mean money has been sent. Check the recorded refund status afterward. Original-payment refunds and bank disputes follow their separate recorded process.