Why don’t I see my payment plan in my account?
When you purchase with the Scalapay Virtual Card, the first installment is not charged immediately but only when the goods are shipped 📦.
At the time of purchase, the amount of the first installment is simply held (pre-authorization).
The payment plan is automatically created and activated based on the items actually shipped.
From that moment, the first installment is charged, and you’ll receive an email with your updated plan.
😊 Don’t worry if you don’t see the confirmation email right away — it’s normal!
I’ve already received my order but don’t see the payment plan.
This can happen with some merchants!
You’ll receive a confirmation email 📧 from us as soon as your payment plan is created.
I placed an order with the Virtual Card days ago, but I don’t see the plan and haven’t received the order.
When you create the Virtual Card, nothing is charged right away: only the amount of the first installment is held as pre-authorization. The actual payment process, called clearing and managed exclusively by the merchant, can take up to 30 days.
⏳ If the merchant doesn’t complete the order within this time, the pre-authorization automatically expires on the 31st day, and the held amount is released back to your card. At that point, the order will also disappear from your Scalapay account.
😊 Don’t worry! Even though the timeline may seem unusually long, this is normal — just a little less common.
I returned/canceled my order: when will I get my refund?
⌛ If you’re waiting for a refund, we recommend contacting the merchant directly to know the timeframe.
Orders, returns, and refunds are managed exclusively by the merchant, according to their terms and conditions.
⚠️ We’re just a payment intermediary and don’t have visibility on these processes.
💳 Once the merchant has approved the refund, you’ll receive it on the card you used to create the Virtual Card (not on the Virtual Card itself), usually within a few days. Sometimes it may take a little longer, depending on your bank.
📧 If you don’t see it immediately after receiving the confirmation email, don’t worry — that’s normal!
If the merchant refunded you more than the order total, for example for return fees, let us know! 📩
I haven’t received my order yet, what should I do?
If your order hasn’t arrived yet, we recommend contacting the merchant directly to check the shipping times.
⚠️ Unfortunately, we don’t have information about order statuses.