Chinese for Travel
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Unit 3 · Payment Lesson 21 6 min Premium in the app

Payment problems and refunds in Chinese

Handle failed payments, duplicate charges, wrong amounts, refunds, receipts, and payment confirmation. An electronics stall in Huaqiangbei, Shenzhen. Your app says you've paid; the seller says nothing has arrived.

退款

Key phrases

The 6 phrases this lesson is built around, with the words that make them up. Tap ▶ to listen, or the turtle to hear it slowly.

  • 付款失败了。

    Fùkuǎn shībài le.

    The payment failed.

    • 付款Fùkuǎn
    • 失败shībài
    • 了le

  • 请问付款成功了吗？

    Qǐngwèn fùkuǎn chénggōng le ma?

    Excuse me, was the payment successful?

    • 请问Qǐngwèn
    • 付款fùkuǎn
    • 成功chénggōng
    • 了le
    • 吗ma

  • 我这里显示付款成功。

    Wǒ zhèlǐ xiǎnshì fùkuǎn chénggōng.

    It shows that the payment was successful on my phone.

    • 我Wǒ
    • 这里zhèlǐ
    • 显示xiǎnshì
    • 付款fùkuǎn
    • 成功chénggōng

  • 我好像被重复扣款了。

    Wǒ hǎoxiàng bèi chóngfù kòukuǎn le.

    It seems I was charged twice.

    • 我Wǒ
    • 好像hǎoxiàng
    • 被bèi
    • 重复chóngfù
    • 扣款kòukuǎn
    • 了le

  • 请帮我申请退款。

    Qǐng bāng wǒ shēnqǐng tuìkuǎn.

    Please help me request a refund.

    • 请Qǐng
    • 帮bāng
    • 我wǒ
    • 申请shēnqǐng
    • 退款tuìkuǎn

  • 退款大概需要多久？

    Tuìkuǎn dàgài xūyào duōjiǔ?

    How long will the refund take approximately?

    • 退款Tuìkuǎn
    • 大概dàgài
    • 需要xūyào
    • 多久duōjiǔ

More phrases for this situation

Every other phrase from the lesson: 17 in all.

  • 显示正在处理中。

    Xiǎnshì zhèngzài chǔlǐ zhōng.

    It shows that the payment is processing.

  • 我们这里还没有收到付款。

    Wǒmen zhèlǐ hái méiyǒu shōu dào fùkuǎn.

    We have not received the payment yet.

  • 我给您看一下付款记录。

    Wǒ gěi nín kàn yíxià fùkuǎn jìlù.

    Let me show you the payment record.

  • 可以帮我确认一下吗？

    Kěyǐ bāng wǒ quèrèn yíxià ma?

    Could you help me confirm it?

  • 这笔钱扣了两次。

    Zhè bǐ qián kòu le liǎng cì.

    This amount was charged twice.

  • 金额好像不对。

    Jīn'é hǎoxiàng bú duì.

    The amount seems incorrect.

  • 我付错金额了。

    Wǒ fù cuò jīn'é le.

    I paid the wrong amount.

  • 可以退款吗？

    Kěyǐ tuìkuǎn ma?

    Can I get a refund?

  • 退款一般需要一到三个工作日。

    Tuìkuǎn yìbān xūyào yī dào sān ge gōngzuò rì.

    Refunds usually take one to three business days.

  • 退款会退回原付款方式吗？

    Tuìkuǎn huì tuìhuí yuán fùkuǎn fāngshì ma?

    Will the refund go back to the original payment method?

  • 可以给我退款凭证吗？

    Kěyǐ gěi wǒ tuìkuǎn píngzhèng ma?

    Could you give me proof of the refund?

  • 可以给我一张收据吗？

    Kěyǐ gěi wǒ yì zhāng shōujù ma?

    Could I have a receipt?

  • 请问有订单号吗？

    Qǐngwèn yǒu dìngdān hào ma?

    Excuse me, is there an order number?

  • 请帮我联系平台客服。

    Qǐng bāng wǒ liánxì píngtái kèfú.

    Please help me contact the platform customer service.

  • 我需要联系我的银行。

    Wǒ xūyào liánxì wǒ de yínháng.

    I need to contact my bank.

  • 请帮我写下来。

    Qǐng bāng wǒ xiě xiàlái.

    Please write it down for me.

  • 谢谢您的帮助。

    Xièxie nín de bāngzhù.

    Thank you for your help.

What you’ll hear, and how to answer

Staff won’t follow your script. These are things they are likely to say here, with a reply that works.

  1. Staff

    一共两百五十块，扫这里。

    Yígòng liǎngbǎi wǔshí kuài, sǎo zhèlǐ.

    That's 250 yuan in total. Scan here.

    You

    请问付款成功了吗？

    Qǐngwèn fùkuǎn chénggōng le ma?

    Excuse me, was the payment successful?

  2. Staff

    我给您退一笔，原路退回。

    Wǒ gěi nín tuì yì bǐ, yuán lù tuìhuí.

    I'll refund one of them, back the way you paid.

    You

    退款大概需要多久？

    Tuìkuǎn dàgài xūyào duōjiǔ?

    How long will the refund take approximately?

Play the scene

An electronics stall in Huaqiangbei, Shenzhen. Your app says you've paid; the seller says nothing has arrived.

深圳·华强北 · Huaqiangbei, Shenzhen

  1. Staff

    一共两百五十块，扫这里。

    Yígòng liǎngbǎi wǔshí kuài, sǎo zhèlǐ.

    That's 250 yuan in total. Scan here.

  2. You

    请问付款成功了吗？

    Qǐngwèn fùkuǎn chénggōng le ma?

    Excuse me, was the payment successful?

  3. Traveler

    我们这里还没有收到付款。

    Wǒmen zhèlǐ hái méiyǒu shōu dào fùkuǎn.

    We have not received the payment yet.

  4. You

    我这里显示付款成功。

    Wǒ zhèlǐ xiǎnshì fùkuǎn chénggōng.

    It shows that the payment was successful on my phone.

  5. Staff

    我看看……收到了两笔。

    Wǒ kànkan……shōu dào le liǎng bǐ.

    Let me look… Two payments came in.

  6. You

    我好像被重复扣款了。

    Wǒ hǎoxiàng bèi chóngfù kòukuǎn le.

    It seems I was charged twice.

  7. Staff

    我给您退一笔，原路退回。

    Wǒ gěi nín tuì yì bǐ, yuán lù tuìhuí.

    I'll refund one of them, back the way you paid.

  8. You

    退款大概需要多久？

    Tuìkuǎn dàgài xūyào duōjiǔ?

    How long will the refund take approximately?

Culture tip

Do not pay repeatedly too quickly

If the app says processing, wait and confirm. Repeated attempts may create duplicate charges.

What should you ask when requesting a refund?

Show the answer

请帮我申请退款。 — Please help me request a refund.

Go deeper

Background for this situation: key words, what to expect and a few more short dialogues.

Key Terms

付款失败 The payment did not go through. It may be caused by network issues, card limits, app problems, or merchant system delays.

付款失败了。 Fùkuǎn shībài le. The payment failed.

正在处理中 Processing. The payment has not clearly succeeded or failed yet. Wait and confirm before paying again.

显示正在处理中。 Xiǎnshì zhèngzài chǔlǐ zhōng. It shows that the payment is processing.

付款记录 A payment record in your app or bank account showing transaction amount, time, merchant, and status.

我给您看一下付款记录。 Wǒ gěi nín kàn yíxià fùkuǎn jìlù. Let me show you the payment record.

重复扣款 Being charged twice for the same order or transaction.

我好像被重复扣款了。 Wǒ hǎoxiàng bèi chóngfù kòukuǎn le. It seems I was charged twice.

退款 A refund, where money is returned to you after a cancellation, error, duplicate charge, or returned item.

可以退款吗？ Kěyǐ tuìkuǎn ma? Can I get a refund?

退款凭证 Proof that a refund has been requested or processed. It may include a refund number, screenshot, receipt, or transaction record.

可以给我退款凭证吗？ Kěyǐ gěi wǒ tuìkuǎn píngzhèng ma? Could you give me proof of the refund?

What to Do Before Paying Again

Check your app status

Look for words like successful, failed, processing, or refunded. If it is still processing, do not immediately pay again.

Ask the merchant to confirm

Ask whether the merchant received the payment on their system: 请问付款成功了吗？

Show payment record

If your phone shows success but the merchant does not see it, show the payment record, transaction time, and amount.

Avoid duplicate payments

Only pay again after confirming the first payment failed or will be refunded. Ask for proof if a refund is needed.

Useful Question Patterns

显示…… Use this to explain what your phone or app screen shows.

显示正在处理中。 Xiǎnshì zhèngzài chǔlǐ zhōng. It shows that the payment is processing.

我这里显示…… Use this to compare what your phone shows with what the merchant sees.

我这里显示付款成功。 Wǒ zhèlǐ xiǎnshì fùkuǎn chénggōng. It shows that the payment was successful on my phone.

可以帮我……吗？ Use this to politely ask for help.

可以帮我确认一下吗？ Kěyǐ bāng wǒ quèrèn yíxià ma? Could you help me confirm it?

请帮我…… Use this to make a direct but polite request.

请帮我申请退款。 Qǐng bāng wǒ shēnqǐng tuìkuǎn. Please help me request a refund.

Refund Checklist

Confirm the reason

Common reasons include duplicate charge, wrong amount, cancellation, out-of-stock item, or service not provided.

Ask where the refund goes

Refunds often go back to the original payment method, but timing can depend on the platform, bank, and card issuer.

Ask how long it takes

Ask: 退款大概需要多久？ The answer may be in business days, not calendar days.

Get proof

Ask for a refund proof, order number, receipt, or screenshot. This helps if you need to follow up later.

Who to Contact

Merchant

For wrong amount, duplicate charge at checkout, or missing receipt, first ask the merchant to confirm and help.

Platform customer service

For app-based orders, ride-hailing, delivery, tickets, or online payments, platform customer service may handle refunds.

Your bank

If the merchant cannot help or you suspect a card issue, contact your bank or card issuer with the transaction details.

Safety and Privacy Tips

Do not pay repeatedly too quickly

If the app says processing, wait and confirm. Repeated attempts may create duplicate charges.

Hide sensitive details

When showing payment records, avoid exposing full card numbers, verification codes, or unrelated personal information.

Keep written proof

Keep receipts, order numbers, screenshots, and refund proof until the issue is fully resolved.

Interactive Scenarios

Payment status is unclear

  • Traveler显示正在处理中。

    Xiǎnshì zhèngzài chǔlǐ zhōng.

    It shows that the payment is processing.

  • Traveler请问付款成功了吗？

    Qǐngwèn fùkuǎn chénggōng le ma?

    Excuse me, was the payment successful?

  • Traveler可以帮我确认一下吗？

    Kěyǐ bāng wǒ quèrèn yíxià ma?

    Could you help me confirm it?

Duplicate charge

  • Traveler我好像被重复扣款了。

    Wǒ hǎoxiàng bèi chóngfù kòukuǎn le.

    It seems I was charged twice.

  • Traveler这笔钱扣了两次。

    Zhè bǐ qián kòu le liǎng cì.

    This amount was charged twice.

  • Traveler请帮我申请退款。

    Qǐng bāng wǒ shēnqǐng tuìkuǎn.

    Please help me request a refund.

Refund follow-up

  • Traveler退款大概需要多久？

    Tuìkuǎn dàgài xūyào duōjiǔ?

    How long will the refund take approximately?

  • Traveler退款会退回原付款方式吗？

    Tuìkuǎn huì tuìhuí yuán fùkuǎn fāngshì ma?

    Will the refund go back to the original payment method?

  • Traveler可以给我退款凭证吗？

    Kěyǐ gěi wǒ tuìkuǎn píngzhèng ma?

    Could you give me proof of the refund?

Mini Quiz

How do you say “The payment failed”?
  • 付款失败了。 ✓ Answer
  • 付款成功了。
  • 可以找零吗？
Which phrase means “It seems I was charged twice”?
  • 我好像被重复扣款了。 ✓ Answer
  • 我想取现金。
  • 我没有零钱。
What should you ask when requesting a refund?
  • 请帮我申请退款。 ✓ Answer
  • 请问附近有 ATM 吗？
  • 可以用外国银行卡吗？
Which phrase asks how long a refund will take?
  • 退款大概需要多久？ ✓ Answer
  • 今天的汇率是多少？
  • 请问金额是多少？

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