Sent the wrong amount, the wrong coin or too late
Deposits we cannot exchange are sent back to your refund address, minus the network fees and a handling fee. Here is what happens in each case.
Updated
Below the minimum or above the maximum
With a variable rate, a deposit below the minimum is refunded. A deposit above the maximum is refunded too, unless it is only above the limit for swaps without an identity check. In that case we hold it and ask you to verify, and refund it if you do not verify before the deadline on your order page.
Not the exact amount on a fixed-rate order
A fixed-rate deposit within 1% of the quoted amount still completes at the locked rate, with the payout adjusted in proportion. If it is further off, it is refunded.
More than one deposit
A fixed-rate order accepts one deposit and a variable-rate order up to 5. Extra deposits are refunded.
After the order expired or was cancelled
A deposit that first appears on the network after its order expired or was cancelled is refunded. We keep watching an order's address for 30 days after the order's deadline. A deposit that arrives later than that is not picked up automatically: contact support with the transaction id.
Start a new swap for every payment
The wrong coin or the wrong network
We only exchange the coin and network on your order. Another coin sent to your deposit address on the same network is recorded for our support team, but not exchanged automatically. Coins sent on a different network may not reach any address we watch, even when the address looks the same. This happens most often between networks that share the 0x address format, such as Ethereum and BNB Smart Chain.
Contact support with the transaction id. Some of these mistakes can be fixed by hand and some cannot, so we cannot promise a recovery.
When fees would take most of the swap
If the payout would be worth less than 75% of your deposit, usually because network fees are large next to a small amount, we refund the deposit instead of exchanging it.
How the refund reaches you
Refunds go back in the same coin and on the same network you sent, to your refund address. We keep back the network fees for collecting the deposit and sending it back, and a handling fee of 1% of the deposit (at least $1, at most $25). If your order has no refund address, the order page asks for one. A deposit smaller than those network fees cannot be returned. More in refunds and the refund address.