How gifts work

When you send a gift, you pay for an item from a creator's wishlist. Once the payment succeeds, jjajan buys the item from the store and the store ships it to the creator. Because jjajan makes the purchase on your behalf, gift payments are generally final — we refund them only in the specific situations below, or where the law requires it.

When you get your money back

We refund the full amount to your original payment method for the following cases:

• you were charged more than once for the same gift (duplicate charge);
• your payment succeeded but no order was created because of a technical error on our side;
• the payment is confirmed, after our checks, to have been made without your authorisation (suspicion alone triggers a review, not an automatic refund);
• a payment flagged for review turns out not to be approved after our verification process;
• a refund or reversal is required by applicable law or our payment provider's dispute process.

If a payment is flagged for review, we may temporarily pause purchasing, fulfilment, and withdrawal of the related funds while we verify the transaction. We may ask for reasonably necessary information to confirm whether the payment is legitimate and authorised. Depending on the outcome, the payment may be approved, cancelled and refunded, reversed by our payment provider, or handled as required by applicable law, which can include reporting to the relevant authorities. Funds under review can't be withdrawn and don't automatically become available creator balance, including balance from digital items. If the payment isn't approved, it is refunded or reversed as described above.

A review being underway doesn't necessarily mean something is wrong, and filing for a refund doesn't guarantee approval. Refunds are sent to your original payment method through our payment provider; depending on the method and your bank, it can take up to 14 business days to show up. We can't guarantee this applies to every payment method.

When an item cannot be bought or shipped

If an item is out of stock, its price has gone up since you paid, or the store cannot ship it, we do not send the money back to you. The item's price is credited to the creator's balance instead, so the gift's value still reaches them. Shipping, tax, and fees are not credited or refunded. Example (figures are illustrative): you pay Rp570,000 for a Rp500,000 item plus Rp30,000 shipping and Rp40,000 in tax and fees; if the item can't be fulfilled, Rp500,000 is credited to the creator's balance. This doesn't apply if the payment itself is under review or confirmed fraudulent — see 'When you get your money back' above. This is also stated in our Terms of Service.

Damaged, wrong, or missing items

Only the creator who receives a gift can report a problem with it; gifters can't file a report. The creator reports a damaged or wrong item from their dashboard within the time window that applies to its courier (if the courier has no specific window, 3 days / 72 hours from delivery applies), with photos and a video. For an item that never arrived, the creator reports within the same window counted from the last delivery estimate; with no delivery estimate, the creator should contact us and we'll help from there. If you are the gifter and think something went wrong, email us and we'll look into it. We follow up with the store and courier — depending on the case, the outcome can be a replacement, a new shipment, or a credit to the creator's balance, not a refund to the gifter. Reporting sooner helps us make a claim with the store or courier, and this window doesn't reduce any rights you have under applicable law or a product's warranty. We tell the creator the result by email.

Chargebacks

Please contact us before filing a chargeback or payment dispute — we're quick to sort out real problems. This doesn't affect your right to file a legitimate dispute; access restrictions only apply when a dispute is filed without valid grounds or is abusive of the process.

How to ask for a refund

Email support@jjajan.id with the email or phone number you used at checkout, the order or transaction ID, and what happened. We aim to reply within 2 business days.