Recently, we have monitored abnormal billing fluctuations for a small number of users. To ensure your asset security and maintain transparency, we would like to provide the following clarification:
Situation Overview
Since approximately February 15, 2026, due to external environmental factors, a very limited number of users may have encountered billing discrepancies when paying via third-party platforms like Alipay and WeChat Pay. In these rare cases, the actual deduction amount may be 20-30% higher than the standard settlement amount.
This phenomenon is an occasional occurrence on platforms like Alipay and WeChat and is attributed to specific deduction mechanisms used by third-party payment platforms or certain merchants.
Please be advised that these actions are NOT initiated by the Roogoo platform or the issuing bank.
Users may contact Alipay/WeChat official customer service or the respective merchants for verification.
Our Solutions
In response to these uncontrollable external factors, Roogoo has established a specialized response mechanism:
Automatic Status Tagging: We will soon launch an "Exchange Rate Anomaly" status tag in prominent positions on the billing page to help you identify such issues immediately.
Decline Fee Refunds: If an "Exchange Rate Anomaly" or overcharging leads to insufficient funds and generates a Decline Fee, please contact our customer support. The platform will coordinate with the bank to process a refund for these fees.
Dispute for Successful Transactions: For transactions that were successfully paid but show a discrepancy in the amount, please contact our support team after the billing settlement is complete. We will assist you in contacting the bank for subsequent reconciliation.
How to Proceed?
If you notice any obvious exchange rate anomalies or overcharging, please contact the Roogoo Online Support Team promptly.
We will continue to monitor these issues and optimize our solutions based on the situation. Thank you for your understanding and cooperation!
Roogoo Operations Team
February 25, 2026