1. Purchase refunds and payment recovery are different
The merchant sells the goods or services and is the first point of contact for delivery issues, cancellations and purchase refunds. The merchant's published terms and mandatory law determine those obligations. A request to identify, credit or recover an incorrect blockchain payment is a separate technical and operational matter. The following proposed process does not make CryptiumPay the seller or remove rights against a merchant. The operator and final refund process remain subject to confirmation.
2. Before making a payment
Check the merchant, order, displayed token and network, destination address, amount, invoice expiry and any required reference. Use the payment instructions for the specific invoice. Your wallet or exchange may charge its own fee or deduct it from the transferred amount. A submitted transaction may require confirmations before it appears as paid, and the merchant should check the current invoice status before providing goods or services.
3. Successful payment and a refund from the merchant
For a completed purchase payment, ask the merchant to assess the refund under its terms and applicable law. An approved purchase refund requires a separate transfer or another agreed, lawful method; the original blockchain transaction is not reversed. The merchant and payer should agree the amount, denomination, destination and any lawful fee treatment before a refund is sent. There is no automatic right for the platform to debit a merchant solely because a payer submits a request.
4. Underpayments and overpayments
A payment below the requested amount may leave an invoice partially paid. Follow the invoice's current instructions or contact the merchant before sending more. An excess payment does not automatically buy extra goods or guarantee an immediate refund. Provide the invoice and transaction references so the merchant and support can reconcile what was received, what was credited and what remains outstanding. Any additional payment, adjustment or return should be agreed and documented.
5. Late payments, duplicate payments and expired invoices
An expired invoice may require new payment instructions. Do not assume a transfer made after expiry, a second transfer or a payment to an old address will be credited automatically. Contact support with the relevant references before repeating the payment. If the transfer can be identified, the available resolution may be reconciliation, a new invoice or a lawful return, depending on the circumstances, the merchant's approval where required and technical feasibility.
6. Wrong asset, network, address or reference
A transfer using an unsupported asset or network, an incorrect address or a missing required reference may be difficult or impossible to recover. Support may investigate when enough information is available, but no recovery is guaranteed and no obligation to perform an unsafe or technically unavailable operation is created by this draft. Only the person controlling a destination may be able to move the assets. Never send a further payment to an unverified address on the promise that it will unlock an earlier transfer.
7. How to request an investigation
For a purchase dispute, contact the merchant. For an unresolved transfer or invoice status, contact CryptiumPay support with the information below. Share only what is necessary. Do not provide passwords, API secrets, wallet private keys or seed phrases. If additional identity or ownership evidence is needed, first verify the request and the submission channel.
- Invoice or order reference and the merchant's name or website.
- Transaction hash, asset, blockchain network, transferred amount and approximate time.
- A description of the issue and any relevant correspondence with the merchant.
- A contact address for a reply; provide a proposed refund address only when requested through a verified channel.
8. Verification and return destinations
A return may require confirmation of entitlement, merchant authority, destination compatibility and any legally required compliance checks. An exchange's sending address may belong to the exchange and may not accept a return for the original customer. A destination should therefore be verified rather than automatically copied from the incoming transaction. A review may require more information or remain unresolved where ownership cannot be established. The draft AML / KYC Policy describes the intended review framework.
9. Fees, exchange values and timing
A new blockchain transfer may incur network fees. Any investigation, recovery or service charge must have a lawful basis and be explained and agreed where required before it is incurred. The refund amount and currency must be stated clearly; neither the original fiat value nor the original token amount should be assumed without agreement. Asset prices and network costs can change. This draft promises no fixed completion time; support should provide the available next steps and any relevant estimate once the case can be assessed.
10. Legal restrictions, complaints and open details
A return cannot be processed where it would breach applicable law or a binding authority instruction. A review or missing document does not automatically forfeit ownership of funds. If a matter remains unresolved, ask support to record a complaint and explain available escalation steps, subject to lawful disclosure limits. Before this policy becomes effective, confirm the operator, refund authority, verification channel, fee rules, processing targets and complaints procedure. Mandatory consumer and other statutory rights remain unaffected.