Notices

Hello, this is FANS. First, we sincerely apologize for the inconvenience during the purchase process.

When the SKZOO X SANRIO CHARACTERS products went on sale today, a temporary surge in simultaneous access to the FANS SHOP caused issues where order/delivery details did not appear after payment was completed, or payments were canceled.

We are currently investigating the cause and taking action. Please see the details below.

[Issues]

Payment completed, but the order or payment details were delayed in being reflected under MY FANS > Order/Delivery History

Payment cancellation

[Actions Taken]

Analysis of the cause and normalization of the payment system have been completed

Recovery of missing order/payment details in Order/Delivery History is currently in progress, being processed sequentially

[Notes]

1. If your payment was completed but does not appear in your order history in the FANS app

The order information is delayed due to a system error. Recovery is in progress, so there is no need to make the payment again.

2. If you received a cancellation message (notification) after payment was completed

Your order was automatically canceled during payment processing. The payment amount is also scheduled to be automatically refunded through the PG (payment gateway) system. We apologize for the inconvenience, but please make the payment again.

3. If you used reward points (credit)

Automatic cancellation may have occurred due to an insufficient reward point balance. Please check your reward point status and make the payment again.

We will provide further notice once the recovery of order/delivery details is complete. We apologize for the inconvenience. We will do our best to provide a smoother service.

Thank you.