Cryptopay supports only traditional cryptocurrency protocols - Bitcoin protocol for BTC, Litecoin protocol for LTC, ERC20 for Ethereum and so on. All the transactions sent via other networks may be lost forever.
Still, customers often send their funds via unsupported networks, usually BEP-20 (BSC), Polygon, Cronos, Avalanche and Arbitrum. Luckily, such transactions can often be refunded.
How to determine that client use any of these unsupported networks?
If your clients claim they sent you a transaction, but it hasn't landed, it may be the case.
We can refund such transactions, but it will cost you 50 Euro. As we aren’t able to charge these funds from the transaction amount because of technical limitations, we will have to debit them from your business account.
First of all, you need to ask the client for a refund address. It needs to belong to the blockchain, which the customer initially sent the funds through (to a BSC/Polygon/Avalanche/Cronos/Arbitrum compatible wallet).
Then, the client (or you) has to transfer the transaction fee of 0.0007 in the base currency of the blockchain, from which we need to recover the funds to the address they initially sent their funds to. In the case of BEP-20, the base currency is BNB, for Polygon - it’s MATIC, for Avalanche - AVAX, for Cronos - CRO, for Arbitrum - ETH.
Please send the TxIDs of the initial transfer and 0.0007 deposit, as well as the refund address, to firstname.lastname@example.org or the live chat.
If the client has used another network, or misplaced cryptocurrencies (e.g. sent LTC to a BTC address), please contact us.
* We support BTC, BCH, ETH, LTC, XRP, and USDT.