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Payment Issues

Payment Issues

1. Payment Failure

If you receive an error message or cannot complete the transaction during either the first or second payment, the issue may be caused by one of the following reasons:

  • Insufficient Balance: Your bank account, payment card, or Janbox Wallet balance is insufficient to complete the payment. Please also consider exchange rates when paying in JPY or USD.
  • Card Security Verification: Your issuing bank may require OTP verification, the authentication service may be temporarily unavailable, or your card may not be enabled for online or international transactions.
  • Payment Gateway Interruption: Third-party payment providers such as PayPal, Airwallex, Visa, or Mastercard may occasionally experience maintenance or service interruptions.

Solutions

  • Check your bank account balance or Janbox Wallet balance.
  • Verify that your card information (card number, expiration date, CVV/CVC, and OTP code) has been entered correctly.
  • Try another payment method, such as switching from a bank card to PayPal or topping up your Janbox Wallet before making the payment.
  • If the issue persists, take a screenshot of the error message and contact Janbox Customer Support for further assistance.

2. Pending Payment

A pending payment occurs when funds have been deducted or temporarily held by your bank, but your order status on Janbox still shows "Pending Payment" or your wallet balance has not yet been updated.

Cause: This usually occurs when the internet connection is interrupted while the payment gateway is sending transaction information to the Janbox system, causing a processing timeout.

Solutions:

  • Wait for automatic processing: In most cases, the system will automatically reconcile and update the payment status within 15 to 30 minutes.
  • Provide transaction proof: If the payment status has not been updated after 30 minutes, please provide a bank statement or payment confirmation showing the successful transaction. Janbox Support will manually verify the payment to avoid delays to your shipment.

3. Refunds

Janbox is committed to providing transparent refund policies whenever a transaction cannot be completed successfully.

Refunds may be issued in the following situations:

  • The seller on Yahoo! Auctions, Mercari, Amazon, Rakuten, or other marketplaces cancels the order, the item becomes unavailable, or the seller fails to ship the item.
  • The order is canceled at your valid request before Janbox completes the purchase.

Refund Methods

  • Refund to Janbox Wallet: The refunded amount will be credited directly to your Janbox Wallet free of charge, allowing you to use the balance immediately for future orders.
  • Refund to the Original Payment Method: Once the refund has been approved, the refunded amount will be returned to the original payment method used for the order.

 

Refund Processing Time

  • Janbox Wallet: Within five (5) business hours after the order cancellation is confirmed.
  • International Cards / PayPal: Typically within 3–7 business days. In some cases, depending on the issuing bank, the refund may take 15–30 days.

4. Payment Cancellation

Payment cancellations and order cancellations are subject to the policies of the original Japanese marketplaces.

Proxy Purchase Orders (Mercari, Amazon, Rakuten, etc.)

  • Before Janbox purchases the item: You may request order cancellation. If Janbox has not yet paid the seller, the order will be canceled and a full refund will be issued.
  • After Janbox completes the purchase: Payment cancellation or order cancellation is not permitted, as most Japanese and U.S. marketplaces do not accept cancellations unless the issue is caused by the seller.

Auction Orders (Yahoo! Auctions)

  • Customers cannot cancel bids while the auction is still active.
  • If a customer cancels a winning auction order, a default penalty fee of ¥2,500 per item/link will apply, regardless of the product value or customer level.
  • The auction feature may be temporarily suspended if the customer cancels payments for two or more auction items within one week.
  • Permanent suspension of auction privileges may occur if repeated cancellations negatively affect Janbox's reputation in Japan, including situations such as damaged auction accounts, Yahoo! Auctions account restrictions, or complaints from sellers and business partners. In such cases, the ¥10,000 auction activation deposit may be forfeited and Janbox reserves the right to discontinue services to the customer.