WeChat is aggressively promoting its WeChat Wallet service, but when MyBroadband tested the mobile payment platform, it failed in a spectacular way.
MyBroadband signed up for a WeChat Wallet and loaded a credit card on the system for online payments.
WeChat and Stuff magazine were running great promotions to encourage consumers to use WeChat Wallet – giving us a chance to test the system.
We purchased an iPad Air at a big discount and the WeChat Wallet screen indicated the transaction was successful.
However, shortly afterwards a message from Incredible Connection popped up, saying the transaction failed.
The WeChat Wallet transaction history also showed “Purchase from Incredible Connection – Payment Cancelled”.
We checked the bank statement, and the payment had gone through. An amount of R5,249 was deducted from the credit card, with the description “SnapScan Incredible ConSandton ZAA”.
We received no product ordering confirmation and no other information regarding the transaction.
This means the money was lost and it now became our responsibility to get it back.
We called Incredible Connection and it confirmed there was no order from the specific WeChat Wallet or client.
It said it was not possible to do much other than log a complaint, because there was no transaction code.
The Incredible Connection helpdesk promised to call back to resolve the issue within 24 hours. This did not happen.
Official comment from Incredible Connection
Incredible Connection said “sometimes where a product purchase reflects as successful on the WeChat Wallet, it doesn’t reflect on the Incredible Connection back-end”.
This means a person who paid for a product using WeChat Wallet has their money taken, but the order is not logged with Incredible Connection.
WeChat said its Stuff Magazine promotion coincided with #GreenFriday and it experienced a large amount of customer complaints regarding payment failures.
“We identified all these customers and made additional stock available for each of them and gave them additional time to make their purchase,” said WeChat.
WeChat encouraged customers to raise their concerns with the company about any issue they encounter.
“We will try our best to make payments on WeChat a more convenient and safer way to pay.”
WeChat Wallet clients who experience problems can call the call centre at 0860 748 886 or email [email protected]
Update: WeChat and Incredible Connection resolve the issue
WeChat thanked MyBroadband for raising the issue, stating it is constantly trying to improve its service.
“Unfortunately, we’ve failed in this case but we will fix this,” it said.
WeChat, in partnership with Incredible Connection, resolved the issue and sent the item purchased to us on Monday afternoon.
It also contacted the person who purchased the item to ensure that they received it.