Why a payment made to Gen may appear as an international transaction

Overview

In some countries, a payment to us may be processed by a regional merchant entity or payment center located outside your country. Because of this, your bank or card issuer may treat the payment as an international or cross-border transaction, even when the price was shown and charged in your local currency.

Why does this happen?

Payment processing structures can vary by country and region. In some cases, the merchant entity or payment processor that appears on your bank statement may be located in a different country from the one where you live.

For example, some customers in Australia may see a Singapore merchant descriptor or may be told by their bank that the payment was processed through Singapore. In those situations, the bank may classify the transaction as international or cross-border.

Does Gen charge the international transaction fee?

No. Any international transaction fee, foreign transaction fee, or currency conversion fee is typically charged by your bank, card issuer, or payment provider based on their own rules and your card terms.

We do not add or keep those fees. If your bank applies one of these charges, it is separate from the amount we charged for the product or service.

What if the charge appears in another country or currency on my bank statement?

That does not necessarily mean your purchase was billed incorrectly.

In some cases, the underlying transaction is still processed in the price and currency shown at checkout, but your bank may display the merchant location differently or may treat the transaction as international because of the merchant entity or processing route.

What can you do before paying?

• Check whether your credit or debit card is enabled for international or cross-border transactions.
• If your bank offers card controls, make sure international online transactions are allowed.
• Review your bank's terms for foreign transactions or cross-border fees.
• If available in your country, consider using another supported payment method if your bank is likely to block or surcharge international transactions.

What to do if your payment does not go through?

If your payment fails, your bank may be blocking the transaction because it is being treated as international or cross-border.

You can try the following:

• Contact your bank or card issuer and ask them to allow the transaction.
• Confirm that international online transactions are enabled on your card.
• Retry the payment after your bank confirms the block has been removed.
• Use another supported payment method, if available.

If you were charged an extra fee by your bank

If you believe your bank charged an international or foreign transaction fee, contact your bank or card issuer directly. They can confirm:

• whether a fee was applied,
• why it was applied, and
• whether they can reverse or waive it.

Important notes

• Whether a transaction is treated as international depends on your bank, card issuer, payment provider, card settings, and country.
• Not every customer in the same country will have the same experience.