Refund to the sender

• In what case can the funds be returned to the sender
• How to return the funds for a P2P Market order to the sender

In what case can the funds be returned to the sender

If you have received payment for a P2P order, but suspect that a third party is involved, and for this reason you do not wish to complete the order — do not confirm it. In such case, the cryptocurrency will remain in your Crypto Wallet account and will not be automatically transferred to the buyer in the order. 

To cancel the order:

• Open an appeal by tapping "I Have a Problem" in the order;
• Return the received fiat funds to the sender;
• Provide the support team with proof of the refund;
• Wait for the support team to review the information and cancel the order.

The cryptocurrency will become available to you again.

Note:

• Do not confirm the order if you decided to refund the fiat — confirming the order will automatically release the cryptocurrency to the buyer.
• The refund processing time depends on the bank or payment system and may vary.
• A refund may incur fees, especially for international transfers or when using certain payment services. These fees are covered by the buyer in accordance with cl. 5.2.k of the P2P Market's Terms of Use.

How to return the funds for a P2P Market order to the sender

If you want to return the fiat funds to the sender and cancel the order, it's important to issue the refund only to the same account from which you received the payment. This is necessary to protect both parties and to allow our support team to resolve the appeal in your favor.

Important:

• Do not send the fiat funds to any other account, even if the buyer provides different payment details in the order chat.
• The refund confirmation must clearly show that the fiat funds were returned to the original sender who made the payment.
• If the refund is made to a different account, the support team will not be able to resolve the appeal in your favor.

There are several ways to return funds, most of which depend on the bank or payment service you are using.

1. Contact your bank

   You can reach out to your bank's support service and request that they return the transfer to the sender. Banks usually have all the necessary details to perform a return transaction.

2. Request payment details from the sender

   If your bank’s support team cannot process the refund on their own and asks you to provide the sender’s account details, you can contact the buyer via the P2P order chat to request them. Make sure that the details provided belong to the actual sender (for example, a matching name or card number). If the buyer gives you the details of another person, do not return them the fiat and contact our support team immediately.

For example, if you received the funds from John A., you must return these funds specifically to John A. If the buyer provides you with the details of Peter B., this may be fraud — do not transfer the fiat and contact our support team.