At ARPAY, we consider ourselves one of the most secure websites in the Middle East, providing convenient and secure transactions for consumers. However, like any payment system, ar-pay.com may encounter common issues that disrupt the payment process. In this article, we will explore some of the most common payment issues encountered with Ar-pay and provide solutions to resolve them.
→ Here are some of the most common payment issues
My order was canceled but I didn’t receive my money back. What should I do?
Your order can be canceled for various reasons including but not limited to not available products or issues with payment methods or cards. Please note that in such cases, we will void the transaction immediately. It can take up to 72 hours for the amount to be reversed back to your card balance. Please note you will not see a refund transaction on your card statement but the transaction will be cancelled as it never existed and the amount will be returned back to the card.
My transaction was refunded by the website a few days ago but I didn’t receive my money yet.
Once we issue the refund, it takes additional time for your financial institution to make funds available in your account. Refer to the following table for more details.
| Refund Method | Refund Time (After Refund by Ar-Pay Is Processed) |
| Credit/Debit card | Up to 14 business days |
| Paypal | If a bank account or Paypal balance – 3 to 5 days
If a credit/debit card is for up to 30 days |
14 days have passed and I still haven’t received my refunded payment. What should I do?
Missing refund?
Depending on which financial institution you are with, refunds can take up to 14 business days to reflect in your bank account.
If you have not received your refund within this timeframe, please contact us using the submit form below, provide us with the relevant documentation so we can submit an inquiry to our acquirer bank and provide you with ARN/RRN that will assist your bank to trace the funds. The RRN consists of 12 digits. See the example below.
It is important to note that refunds from AR-PAY will go back to the card that was used to pay for the order.
If you have paid your order via Paypal, please note that refund timelines depend on the payment method you have chosen to fund your Paypal account. If you use a bank account or Paypal balance – the refund may take from 3 to 5 days. In the case of a credit/debit card refunds are longer – up 30 days and this depends entirely on Paypal.
If you would like us to track your refund and provide you with ARN/RRN, please submit your documents here:
The gift card I bought cost $5.84 but I paid $6.46. Why is that?
Please note that the payment fees may vary depending on the payment method and currency you have selected. For more information on the exact fees, please contact our support team here.
I tried to order but my transaction was rejected by the card issuer. What does it mean?
Do not honor or Transaction declined by the card issuer is the most common and general message for card transactions that are declined by the Bank. It indicates that the issuing bank will not validate the transaction. It is caused by many factors such as mistyping, and insufficient funds, but the card can also be blocked for online payments.
Please try one more time making sure that you enter the card details correctly or simply attempt with another card. If you are still facing the same issue, please contact your bank.
When I try to order, I receive a message that my account is restricted for security reasons. What does it mean?
In most cases, this means that your account requires verification. If you haven’t completed any verification on your account yet, please log in and click on the KYC Verification section/level 2 and start the process. Please make sure you have a valid Passport/ ID card or Driving license at hand before you start. Once the verification is completed successfully, your account status will be updated automatically. Should you face any difficulties with your verification, please contact our Customer Service Team here.
What types of cards do you accept?
We accept all types of virtual including disposable and physical credit and debit cards issued within the network of VISA and Mastercard. Please make sure your card is enabled for international online payments. Only 3Ds authenticated transactions are accepted so please make sure 3Ds are enabled on your card. In case you didn’t receive any OTP via SMS or push notification in order to complete the payment for your order, kindly contact your bank so they can assist you further.
Conclusion
We tried to show some of the most common payment issues that our customers face. Later we will write about another issue and find the best solution that makes your experience easier and more secure.
It is important to contact us if you have faced any issues and we’ll find solutions to improve the payment experience for you.
