If your customer sent you a transaction, but it hasn’t reached you yet, in most cases, we will be able either to refund it to the sender or manually credit the funds to your business account.
Refund procedure
It’s possible to find all the networks we currently support here. However, there are still cases, when the customers, by mistake, send their funds via unsupported networks such as Polygon, Cronos, Avalanche, Arbitrum etc. You can check if that’s the case here: https://bscscan.com/, https://polygonscan.com/, https://snowtrace.io/, https://cronoscan.com/, https://arbiscan.io/ etc. by entering the TXID into the Search window.
Luckily, such transactions can often be refunded, but it will cost you 50 EUR. As we aren’t able to charge these funds from the transaction amount because of some technical limitations, we will have to deduct them from your business account (after your permission).
If you and your customer agree to the refund procedure, 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 Polygon/Avalanche/Cronos/Arbitrum etc. 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. For instance, in the case of 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 b2bsupport@cryptopay.me or via the Live chat so that we can proceed with the refund.
The cases, when the payment can be manually credited to the merchant’s account:
If the client has used another network (supported by us), or misplaced cryptocurrencies when sending a payment, we’ll be able to manually credit such a transaction to your business account, however, it’ll also cost 50 EUR.
For example, if your customer needs to send funds to the USDT address (which is used for USDT ERC-20), then, the funds in USDT via the ERC-20 network should be transferred ***
If the funds are sent in USDC (or in any other currency) by mistake or via the different but supported network (BEP-20, for instance), we’ll have to charge the same fee (50 EUR) in order to manually credit such a transfer to your account.
*** If the customer made a mistake and sent the funds to the ERC-20 address via a different supported network (e.g. BEP-20 instead of ERC-20), to manually credit such a payment, 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.
Important! Please note that a fee of 50 EUR is applied to all the deposits, which should be processed manually on our end.
If the XRP transaction sent by your customer does not have a Destination tag (or has a wrong DT), it can be only credited manually as well, after paying the above-mentioned fee.
The same concerns XLM transactions, which does not have Memo IDs (or have wrong ones);
Please ask your customers to be very careful and double-check the currency, the wallet address and the correct tag (if required) before sending crypto.
If you have any questions, please feel free to contact us by email at b2bsupport@cryptopay.me.