If your customer made a transaction incorrectly, and it hasn’t been credited, this doesn't always mean that the funds are lost. In many cases, we will be able either to refund it to the sender or manually credit the funds to your business account.
Important: If the funds were sent to the wrong address, and this address doesn't belong to us, the funds can't be retrieved, sadly – this is due to the fact that we simply have no access to the funds.
Refund procedure
Refunds are typically used when a customer sends funds via an unsupported network (e.g., Polygon, Cronos, Avalanche, Arbitrum). You can find the full list of supported networks here.
In most cases, such transactions can be refunded. The recovery fee for this procedure is 20 EUR. Due to technical limitations, however, this fee cannot be deducted from the transaction amount and will instead be charged to your business account after you confirm the recovery.
Please note that an additional minor network fee may apply depending on the specific case. This fee is usually less than 1 EUR.
If you and your customer agree to proceed with the refund, you will first need to request a refund address from the customer. This address must belong to the same blockchain network the funds were originally sent through (e.g., an Avalanche-, Cronos-, or Arbitrum-compatible wallet).
To proceed with the refund, please contact our support team via b2bsupport@cryptopay.me or live chat, and provide the necessary transaction details.
Manual crediting of incorrectly sent transactions
In certain cases, incorrectly sent payments can be manually credited to your merchant's account. The recovery fee for this procedure is 20 EUR.
A payment may be manually credited in the following situations:
Correct currency sent via the wrong network (supported by us)
If a client sends the correct currency using an incorrect but supported network, the transaction can be recovered.
Example: A client sends USDT via BEP-20 to a USDT ERC-20 address specified in the invoice.
Missing or incorrect transaction identifiers
Example: XRP transactions sent without a Destination Tag / with an incorrect Destination Tag or XLM transactions sent without a Memo ID or with an incorrect Memo ID.
Important: if the amount of the incorrectly sent transaction is lower than 20 EUR (its equivalent in crypto), it can't be recovered, refunded, or credited as it's lower than the recovery fee (20 EUR). In such cases, the funds are lost, sadly.
Automatic Recovery
In cases when an end user sends an incorrect but supported coin to a channel, the system retrieves the transaction automatically and credits it using the original channel’s Custom ID.
Please note, however, that this feature is available for channels only and is not supported for invoices. Such recoveries apply to any transaction amount and do not incur recovery fees.
If you have any questions, please feel free to contact us in the live chat or via email at b2bsupport@cryptopay.me