A payment is pending or failed
Check the payment status and deadline on the order page before trying again. If your bank or wallet shows a debit but the order still says unpaid, do not create a second payment. Contact support with the order number, amount, payment time, and proof with sensitive details covered.
You see a duplicate or incorrect charge
- Keep the order number and a screenshot or receipt showing the amount and time.
- Email support@vivreplay.com or message WhatsApp support with those details.
- Never include a full card number, PIN, password, or one-time code.
Refund eligibility
Refund requests are reviewed under the Refund Policy. It covers duplicate or incorrect charges, cancelled orders, delivered-order reports, and Market Pro payment issues. A refund is not automatic when a buyer changes their mind after shipment.
Approved refunds
An approved refund goes to the original payment method. The time for funds to appear depends on the bank or e-wallet. The Refund Policy explains which card, service, and delivery amounts may be returned.
Include the order number or card code so we can see the context.
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