Overview of the check flow
If your payment "isn't reflected even though you transferred it," please check in the following order.
| Step | What you need to check |
|---|---|
| STEP 1 | Check the "correct account number and amount" on the order completion screen / guidance email |
| STEP 2 | Check the "account number and amount you actually transferred to" using your statement |
| STEP 3 | Cross-check the correct information against the actual transfer details |
| STEP 4 | If it was wrong, perform the "recall" yourself |
Please check this first
Even when you are sure you "must have transferred to the correct account," it often turns out that the transfer was actually made to an account from a past order or to a different account number.
Please cross-check using your transfer statement (the actual record), not from memory.
(Background) What is a "recall" (kumimodoshi)?
A "recall" (kumimodoshi) is a procedure in which, when money has been transferred to the wrong account number or in the wrong amount, the person who made the transfer asks the financial institution they used to retrieve the transferred money.
Important point
A recall can only be requested by the person who made the transfer.
Since neither KOMOJU nor the merchant can cancel it, you must request it yourself from the financial institution you used.
STEP 1: Check the correct account number and amount
First, check the correct transfer destination account number and amount issued by KOMOJU for this order. You can find it in the following places.
| Where to check | What to check |
|---|---|
| Order completion screen | Check the "transfer destination account (bank name, branch name, account number, amount, payment deadline)" shown during the payment procedure. |
| Guidance email | Check the transfer destination account number and amount stated in the "Payment Instructions" email sent by KOMOJU or the merchant at the time of your order. |
Please also note
The transfer destination account is issued individually for each order.
An account number used for a past order, or an account number for another company's service, cannot be used. Please be sure to use the account number issued for this order.
STEP 2: Check the account number and amount you actually transferred to (most important)
Next, check the account number and amount you actually transferred to.
This is the most important point in the cross-check. Please confirm using the actual record in your transfer statement / transfer history, not from memory.
■ If you transferred via ATM or at a counter
The "transaction slip (transfer receipt)" you have shows the destination bank name, branch name, account number, and amount. Please check the contents of this slip.
■ If you transferred via internet banking or a banking app
You can check this from each financial institution's "transfer history" or "transaction record." Depending on your financial institution, please refer to the official pages below.
Note: The pages below are provided in Japanese by each financial institution. If needed, please use your browser's translation feature (e.g., Google Translate) or contact your financial institution directly.
| Financial institution | How to check transfer details / history (official page, in Japanese) |
|---|---|
| Japan Post Bank (Yucho) |
Re-displaying remittance results (PC version) Re-displaying remittance results (smartphone version) |
| MUFG Bank | How to check transfer details made via Mitsubishi UFJ Direct |
| SMBC (Sumitomo Mitsui Banking Corporation) | SMBC Direct: Checking transfer details |
| Mizuho Bank | Check / print transfer details in Mizuho Direct |
| Rakuten Bank |
How to check deposit/withdrawal statements How to download deposit/withdrawal statements |
| PayPay Bank |
How to check transaction details for a savings account Information inquiries (transfer detail inquiry) |
| Other financial institutions | Please check from menus such as "transfer history," "deposit/withdrawal statement inquiry," or "transaction record" at your financial institution. |
STEP 3: Cross-check the correct information against the actual transfer details (checklist)
Based on STEP 1 (the correct information) and STEP 2 (what you actually transferred), please confirm the following three points.
| Item to check | Specific check details |
|---|---|
| 1. Destination account number | Does the account number you actually transferred to completely match the "KOMOJU-specified account number" issued for this order? (Have you not mixed it up with a past order or another company's account?) |
| 2. Actual transfer amount | Is it accurate to the yen? (If it differs by even one yen, the payment will not be reflected.) Have you deducted the transfer fee? Have you combined multiple orders? |
| 3. Transfer date/time and deadline | Did you complete the transfer within the validity period? Is it a delayed arrival due to being outside bank business hours? |
Next step based on the cross-check result
・If the account number and amount match → It is not a transfer error. It may be a delay in the payment being reflected, so please see "If there is no transfer error" below.
・If the account number or amount differs → It is a transfer error. Please proceed to the "recall" procedure in STEP 4.
STEP 4: If it was wrong, perform a "recall"
If the cross-check reveals that "the account number or amount differs (i.e., you transferred in error)," please perform the recall using the following steps.
-
Prepare your transfer details on hand
- Please confirm the transfer statement (image or PDF), the transfer date, the transfer amount, and the destination account number.
-
Request a "recall" from the financial institution you used for the transfer
- Please make the request via the method specified by your financial institution, such as at a counter, by phone, or via internet banking.
- Please state, "I entered the wrong destination account number (or amount), so I would like to request a recall."
-
Complete the procedure following your financial institution's guidance
- A recall may incur a prescribed fee.
- Depending on the status of the recipient's account, the refund may take several days to several weeks.
-
After confirming the refund, transfer again to the "correct KOMOJU-specified account"
- After confirming that the funds have been returned via the recall, please transfer the exact amount to the correct account number issued for this order.
- If the payment deadline has passed, please contact the merchant (store) where you made your purchase. Action such as reissuing the order may be required.
Please check before requesting a recall
・Because a recall is a procedure of the financial institution, the fee, required time, and request method differ by institution. Please contact your financial institution for details.
・A recall may not be possible for reasons such as the recipient's consent not being obtained.
・As a rule, KOMOJU and the merchant cannot handle refunds of funds transferred in error.
If there is no transfer error
When the account number and amount are both correct, the payment is normally cleared automatically by the system and reflected.
However, even with correct transfer details, the payment may not be reflected automatically in the following cases.
| Case where it is not reflected | Details / What to do |
|---|---|
| 1. Transfer made after the payment deadline | A payment made after the payment deadline will not be reflected automatically. In this case as well, you need to perform the recall procedure following the steps above. Please also contact the merchant (store) where you made your purchase. |
| 2. Transfer made outside the financial institution's business hours (weekends, holidays, etc.) | If you transfer outside the financial institution's business hours, receipt and reflection may occur on or after the next business day. (Business hours differ by financial institution.) |
If none of the above applies and the payment is still not reflected despite correct transfer details, an investigation to confirm receipt is required. Please prepare the following and contact the merchant (store) where you made your purchase.
- Please have the "transfer statement (image or PDF)" ready.
- Please provide it to the merchant along with your order number, transfer date, and transfer amount.
- The merchant will request an investigation from KOMOJU, and the payment data will be checked.
- Once the check is complete, we will contact you via the merchant.
A request for your next transfer (preventing trouble)
Most transfer errors are caused by "combining multiple orders" or "reusing a past account number."
A dedicated account is issued for each order, so combined payments are not possible. Before transferring, please always check the account number and amount issued for this order.