This policy is for merchants using CoinsFlow and for customers paying a CoinsFlow invoice.
Crypto payments cannot be reversed
A blockchain payment, once confirmed, cannot be cancelled or charged back by anyone, including CoinsFlow. Refunds for a purchase are therefore made by the merchant, who sends crypto back to the customer, under the merchant's own refund policy. CoinsFlow does not decide refunds between merchants and their customers.
For customers
- Send the exact amount, on the network shown. USDT and USDC exist on several networks; send only on the one named on the invoice.
- Paid too little? The invoice shows “underpaid” and the missing amount. Send the rest to the same address before it expires, or ask the merchant.
- Paid too much, or paid late? The payment is still credited to the merchant. Ask the merchant to refund the difference or honour the order.
- Sent on the wrong network or in the wrong token? Contact the merchant. Some mistakes can be recovered, some cannot, and recovery may have a cost.
- You pay your own network fee when you send a payment.
For merchants
- The service fee is taken when a payment is credited and is not returned if you later refund your customer.
- To refund a customer, withdraw to the address they give you. Do not send refunds to the address a payment came from: exchanges and some wallets do not credit funds sent back to it.
- If a withdrawal fails, for example because the network rejected it, the amount and the withdrawal fee are returned to your balance automatically.
- If a payment we credited is removed from the blockchain by a reorganisation, the credit is reversed. This is rare and is why large orders should wait for the invoice to be “settled”.
Questions and disputes
Customers should contact the merchant first. Merchants can reach us through the support chat at the bottom right of any page. We can confirm what the blockchain shows about any payment to an address we issued.