Helpdesk - Ticket #TK-0156

Mike Rodriguez

mike.rodriguez@email.com · Dealer #D-4521

Mar 19, 2025 at 10:22 AM

I made a payment of RM 299 for order #WO-20250319 this morning at approximately 9:45 AM using my Maybank debit card. The bank has deducted the amount (I can see it in my transaction history), but the order status on your website still shows "Payment Failed".

I tried to make the payment again but I'm worried about being double-charged. Please help me resolve this urgently. I need the products by this weekend for an event.

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Conversation 3 replies

Internal Note by Sarah Miller · Mar 19, 10:30 AM

AI detected this as a payment gateway timeout issue. Recommended action: Check with payment gateway team and verify the transaction status before responding to the customer.

Sarah Miller Customer Support

Hi Mike, thank you for reaching out. I can see your concern about the payment deduction.

I've checked with our payment gateway team and it appears there was a timeout issue during the payment confirmation. Your payment of RM 299 was successfully received. I'm updating your order status to "Paid" now.

Please do not make another payment attempt. Your order will be processed and shipped within 24 hours.

Mar 19, 11:15 AM

Thank you so much for the quick response! I can see the order status has been updated now. One more thing - can you confirm the estimated delivery date? I need it by Saturday.

Mar 19, 11:22 AM

Sarah Miller Customer Support

Great news! Your order will be shipped today via J&T Express. Based on your location (Kuala Lumpur), the estimated delivery is Thursday, March 20 - well before your Saturday deadline.

You'll receive a tracking number via email once the shipment is dispatched. Is there anything else I can help with?

Mar 19, 11:30 AM

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Ticket Details

Status

Priority

Department

Finance

Assigned To

Sarah Miller