# Payment problems

What the payment and refund statuses on an order mean, what to do if a payment has not arrived, and how to reach a person.

> Document ID: MYRILUM-DOC-SERVICES-008
> Document type: troubleshooting
> Product: myrilum-platform
> Version: 0.1.0
> Region: GLOBAL
> Visibility: PUBLIC
> Publication: PUBLISHED_GLOBAL
> Content maturity: DRAFTED
> Governance: APPROVED
> Capability state: OPERATING
> Availability: PRODUCTION
> Authorization: PUBLIC_INFORMATION
> Freshness: CURRENT
> Safety class: OPERATIONAL
> Owner: Web3Capital Documentation Steward
> Approvers (assignment only; not approval evidence): Stephen
> Canonical authority: SRC-SERVICE-OPS-AUTH-V1
> Source commit: ce6050ec1218b8ff892ab41c701e3ce7e3e227ba
> Content digest: d8edf56ec330d7e7b7b618e474a43e4d222cf72aa096d6a6a3d55018d2107321
> Effective: NOT_SET
> Expires: NOT_SET
> Last verified: 2026-09-23
> Review due: 2026-10-23
> Command authority: NONE
> Canonical URL: /en/products-services/payment-help

<a id="statuses"></a>

## What the statuses mean

| Field | Value |
|---|---|
| Placed, awaiting payment | The order exists but has not been paid. |
| Payment in progress | The payment is being confirmed; refresh the order later. |
| Paid / Crediting | The payment is confirmed and the Credits are on their way. |
| Refund state unconfirmed | The refund result is still being checked. |
| Refund did not go through | The refund did not complete; you can ask for it to be handled under the after-sales rules. |
| Disputed / Chargeback | The payment is disputed or charged back with the payment service. |

<a id="what-to-do"></a>

## Paid, but nothing arrived

- First check the order's status in “My orders”.
- If a person needs to handle it, email info@myrilum.com with the order number, a description of the problem, how you would like it resolved and any material needed.
- The China region's after-sales rules say staff work 09:00–18:00 Beijing time on working days, and email is received at any time.

<a id="never-send"></a>

## Never send

Never send your password, payment PIN or SMS verification code to anyone.

---

This document is read-only, grants no command authority, and does not authorize deployment, payment, provider modification, or any other real-world action.