FAQS

I. Payment-Related Questions

Q1: Which payment methods does GlobalPay support?

A1: Currently, GlobalPay offers credit card payment as its core payment method for global users:

• Supports Visa and Mastercard, applicable for both domestic and cross-border payments. No additional special permissions are required (some issuing banks disable cross-border payment functions by default; please contact your bank in advance to activate this service if needed);
• In some regions, local exclusive credit card-related payment services are available (e.g., EU users can link Visa/Mastercard to SEPA for convenient payments). Specific options will be displayed on the payment page based on your location.

Note: E-wallets, bank transfers, and other payment methods are not supported temporarily. If new payment channels are added in the future, notifications will be posted in the "Help Center" on the official website.

Q2: Why did my credit card payment fail?

A2: Common reasons for credit card payment failure include:

• The card is expired, frozen, or reported lost/stolen (verify the card status with your issuing bank);
• Insufficient credit limit or available balance (confirm the remaining limit of your card);
• The issuing bank prohibits cross-border transactions (if cross-border payment is needed, contact your bank to activate this permission);
• Incorrect card information entry (double-check the card number, expiration date, and CVV/CVC security code);
• Temporary system failure (wait 5-10 minutes and try again, or check your network connection before resubmitting).

If the issue persists, please send an email to service@payworldcard.com, stating your order number and card brand (e.g., Visa) for further assistance.

Q3: Are there additional fees for cross-border payments?

A3: GlobalPay does not charge any additional cross-border payment fees (e.g., no cross-border service fees). However, please note:

• If your credit card currency differs from the order currency, your issuing bank may charge a currency conversion fee (usually 1%-3% of the transaction amount). For specific rates, please consult your issuing bank;
• Customs duties or taxes (e.g., VAT for EU orders) in the destination country/region are your responsibility in accordance with local policies. These fees will be clearly displayed before checkout, and you can confirm them before completing the payment.

II. Refund-Related Questions

Q1: How do I apply for a refund?

A1: Follow these steps to apply for a refund:

1. Log in to your GlobalPay account and navigate to "My Orders";
2. Find the target order and click "Apply for Refund";
3. Select the reason for the refund (e.g., "Goods not received," "Quality issue") and upload supporting materials (e.g., screenshots of damaged goods, delivery failure notices);
4. Submit the application.

You will receive a confirmation email within 1 hour of submission. For urgent refunds (e.g., duplicate charges), when contacting service@payworldcard.com, please mark the email subject as "[Urgent Refund] + Order Number" for priority processing.

Q2: How long does it take to receive a refund?

A2: Currently, only credit card (Visa/Mastercard) refunds are supported, with a processing time of 3-7 business days:

• Funds will be returned to the original credit card used for payment; changing the refund path is not supported;
• You can check the refund progress through your credit card statement. If the refund has not arrived after 7 business days, it may be due to delays in processing by your issuing bank. We recommend contacting your issuing bank first to verify, or sending an email to service@payworldcard.com with your order number and refund application ID for our customer service to assist with tracking.

Q3: Can I get a full refund for a canceled order?

A3: Whether a full refund is available depends on the order status:

• Unfulfilled orders (e.g., goods not shipped, service not activated): A full refund (including all fees and taxes) will be issued, and funds will be returned via the original credit card payment path;
• Partially fulfilled orders (e.g., some goods shipped, service partially used): Only a partial refund will be provided (calculated based on the unused portion). The specific refund amount will be verified by customer service;
• Customized goods/services: No refunds are supported (unless there is a quality issue, as customized products cannot be resold). The product/service page will clearly state "No refunds for customized items" before purchase.

If you have questions about the refund amount, please send an email to service@payworldcard.com with your order number and relevant explanations for customer service to assist with verification.

III. Account-Related Questions

Q1: How do I reset my GlobalPay account password?

A1: Follow these steps to reset your password:

1. Go to the GlobalPay login page and click "Forgot Password";
2. Enter your registered email address or mobile phone number;
3. Receive and enter the verification code (sent via email/SMS);
4. Set a new password (8-20 characters, including letters, numbers, and special symbols; avoid common passwords).

If you do not receive the verification code, check your spam folder or send an email to service@payworldcard.com to confirm your registration information (provide your account name and registered mobile phone number/email address).

Q2: Why is my account locked?

A2: Accounts are typically locked for the following reasons:

• Multiple incorrect password attempts (the account will unlock automatically after 24 hours, or you can unlock it immediately by resetting the password);
• Suspicious activities (e.g., login from an unusual location, multiple credit card payment failures within a short period);
• Violation of the GlobalPay User Agreement (e.g., using another person's credit card for payment, creating fake orders).

If your account is locked due to suspicious activities, please send an email to service@payworldcard.com with your account name and identification documents (e.g., passport, driver's license) for identity verification. The account will be unlocked after verification, and the result will be feedback within 1-2 business days.

Q3: How do I update my personal information (e.g., email, billing address)?

A3: Follow these steps to update your personal information:

1. Log in to your GlobalPay account and navigate to "Account Settings";
2. Select the type of information to modify (e.g., "Contact Information," "Billing Address");
3. Enter the new information and save it (for modifying critical information such as email or mobile phone number, a verification code sent to the old contact method is required to confirm ownership);
4. If modifying sensitive information (e.g., real-name authentication details, linked credit card information), upload supporting documents (e.g., ID card, screenshots of the front and back of the credit card with the last 4 digits masked) for review. The review takes 1-2 business days, and the information will be updated once approved.

If the modified information is not displayed synchronously, send an email to service@payworldcard.com with your account name and screenshots of the modification records for customer service to assist with resolution.

IV. Order-Related Questions

Q1: How do I track my order shipment?

A1: For questions related to order shipment tracking, please contact official customer service for assistance: Send an email to service@payworldcard.com with your account name and order number. Customer service will check the shipment progress (including the current delivery status, logistics provider information, and estimated delivery time) within 24 hours and feedback the result to your email. Self-service shipment tracking in the account is not supported temporarily. Notifications will be posted on the official website if this function is activated in the future.

Q2: Can I modify or cancel my order after payment?

A2: For requests to modify or cancel an order, please contact customer service for assistance:

• To modify order information (e.g., delivery address, contact person) or cancel an order, send an email to service@payworldcard.com with the subject "[Order Modification/Cancellation] + Order Number + Specific Request," and attach the order payment certificate (e.g., screenshot of credit card charge);
• Customer service will inform you whether the operation is possible (based on the order status, such as whether it has been shipped or entered the fulfillment process) and the subsequent steps (e.g., refund process after order cancellation);
• Requests to modify or cancel an order must be submitted within 24 hours of payment. Operations may not be possible after this period, and specific details are subject to customer service feedback.

Q3: How do I apply for an invoice?

A3: To apply for an invoice, please contact customer service for assistance, following these steps:

1. Send an email to service@payworldcard.com with the subject "[Invoice Application] + Order Number";
2. In the email, specify the invoice type (electronic invoice/paper invoice) and invoicing information (e.g., personal name/company name, tax ID, delivery address (required for paper invoices));
3. Customer service will verify the order payment status within 1-2 business days. Once confirmed, the invoice will be issued as follows:
   • Electronic invoice: Sent to your registered email address;
   • Paper invoice: Mailed via courier, with shipping costs covered by GlobalPay (no additional fees required).
4. To reissue or reprint an invoice, contact customer service in the same way and provide supporting materials (e.g., screenshot of the original invoice, order number).

V. General Service Questions

Q1: Is GlobalPay available in my country/region?

A1: GlobalPay currently supports services in over 120 countries/regions, including the United States, Canada, EU countries, Japan, Australia, and most Southeast Asian countries. To check availability:

1. Go to the GlobalPay official website homepage;
2. Click the dropdown menu in the top right corner and select your country/region;
3. If services are available, the page will display credit card payment operation guidelines; if not, a "Service Not Available" notice will appear.

For regions not currently supported, you can send an email to service@payworldcard.com to subscribe to service launch notifications. You will be informed immediately when services become available.

Q2: If my question is not listed in the FAQs, how do I contact GlobalPay support?

A2: The primary support channel is the official email: service@payworldcard.com. When contacting us, please note:

• Email subject format: "[Question Type] + Account Name/Order Number + Brief Description" (e.g., "[Payment Issue] + user12345 + Visa Payment Failed");
• Attach relevant details (e.g., order number, error screenshots, operation time) to speed up processing;
• Urgent issues (e.g., account theft, duplicate credit card charges) will receive a response within 1 hour, and general issues will receive a response within 24 hours.

You can also browse the "Help Center" on the GlobalPay official website for more detailed guidelines on payments, refunds, and accounts.

Q3: Does GlobalPay securely store my payment information?

A3: Yes. GlobalPay adheres to international data security standards (e.g., Payment Card Industry Data Security Standard (PCI DSS)) and implements multiple protection measures for credit card information:

• All credit card information transmission uses 256-bit SSL encryption to prevent interception and tampering;
• Full credit card numbers are not stored; only tokenized data (which cannot be reversed to obtain the original card number) is retained for subsequent payment verification;
• Regular security audits and vulnerability scans are conducted by third-party cybersecurity companies to identify potential risks;
• Compliance with global privacy regulations (e.g., EU GDPR, California CCPA) ensures that your payment information will never be shared with third parties without your permission.

You can use credit card payments with confidence. If you have questions about information security, please send an email to service@payworldcard.com for consultation.