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 it’s BEP-20 (BSC). Luckily, such transactions can often be refunded.
How to determine that client use BEP-20 (BSC)?
If your clients claim they sent you a transaction, but it hasn't landed, it may be the case.
Go to https://bscscan.com/
Enter the TxID to the Search Window
If it shows currency different from ones we support* (e.g. Binance-Peg or BUSD-T), that’s 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.
You need to ask the client for a refund address. It needs to belong to a BEP-20 (BSC) compatible wallet;
To cover the transaction fee, the client (or you) has to transfer 0.0007 BNB to the address they send their funds to.
Please send the TxIDs of the initial transfer and 0.0007 BNB deposit, as well as the refund address, to email@example.com or the live chat.
If everything is fine, we will make a refund in a few business days.
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.