According to our Terms of Service, we do not issue refunds for transactions that have been completed, including those that are partially paid, as you have already received the funds. It is your responsibility to issue refunds to your customers in such cases.
However, user errors can occur, such as sending the wrong or unsupported asset, using the wrong or unsupported network, forgetting to add a memo (destination tag) where required, or sending less than the minimum amount. In such cases, we can provide a refund if possible. Please note that refunds for amounts less than the minimum required are typically not possible.
Basic refund flow can be offer by support team:
Refund to the initial address - validation is not required (will be necessary if initial address if from exchange). For some currencies to process a refund a dust transaction might be required.
Dust transaction - small amount to cover network fees in some cases.
Refund to another address - can be offered if initial address is from exchange (we can't refund funds to such addresses, validation is required. For some currencies also a dust transaction might be required).
Video-validation instruction:
We care about your funds’ safety, so before taking a video, you should set up 2FA on the wallet account you will be using. Otherwise, you will need to change your password after sending a video.
In order to verify the authenticity of the deposit, please upload a video including below key content:
Video taken by screen recording will be regarded as invalid, please use another device to take a live short of your operation.
• The login process to withdrawal account, and please do not reveal the password in the video. Please note that logging in using Face ID will not be considered valid.
• After logging in, enter withdrawal history and find the corresponding withdrawal record
• The TxID, token, amount, and date of the withdrawal record shall be clearly shown in the video.
Attention:
• You need to take a video to show the whole process. Sub-shorts or any cut editing and picture-in-picture will be considered invalid submission
• TxID must be displayed through the platform page or app; the information displayed in the pre-open webpage, downloaded data, screenshots, emails, etc. will be regarded as content of no reference value
• Please show your operation process on the same device, switching devices will be regarded as invalid video.
Please make sure the uploaded video contains the content listed above. Otherwise, it may slow down the progress of your review.
This instruction can be provided to your customers, and they can contact us by email support@nowpayments.io and already prepared!