Refund

Deposit cases eligible for refund

When processing a deposit in Crypto2B, a situation may arise where a specific deposit is not credited to the client's balance for the following reasons:

1. Risk level exceeded

During verification by the AML system, the risk level of the deposit transaction exceeded the risk level allowed for the client.

In this case, deposit processing is suspended. The client may then contact technical support and approve this deposit so that it is credited to the balance. If the client does not want a high-risk deposit to be credited to the balance, it is possible to issue a refund for this deposit.

2. Deposit to a "flagged" address

The deposit was made to a top-up address that had previously received high-risk deposits (see case 1), and those deposits were not approved for crediting; instead, the deposits were refunded.

In this case, processing of the next deposit to this address is suspended. Such a deposit can then only be refunded.

info

This case is only possible for cryptocurrencies where different top-up addresses are generated for different users (the Memo parameter is not used).

3. Amount below the minimum

The deposit amount is less than the minimum amount required to credit the deposit to the client's balance. The minimum deposit amount is determined by the value for the cryptocurrency in the personal account in the "Tools" section.

In this case, processing of this deposit is suspended. Such a deposit may then be supplemented by subsequent deposits to the same address so that the total amount of deposits for this asset becomes equal to or exceeds the minimum amount required for crediting, after which all deposits will be credited to the client's balance.

If the client does not want such a deposit to be credited to the balance, it is possible to issue a refund for this deposit.

4. Deposit in an unsupported currency

The deposit was made in a currency that the client did not select for processing.

Example: the client's cryptocurrencies include TRX, but do not include the USDT token on TRX. A deposit in the USDT token was made to the address obtained for a TRX deposit.

In this case, processing of the deposit in USDT is suspended, while Crypto2B will not generate a notification about such a deposit for the client's system. It is then possible to issue a refund for this deposit.

5. Deposit in an unsupported token

The deposit was made in a token that is not supported by the system.

Example: the cryptocurrencies supported by the system include Arbitrum, but do not include the Pendle token. A deposit in the Pendle token was made to the address obtained for an Arbitrum deposit.

In this case, processing of the deposit in Pendle is suspended. It is then possible to issue a refund for this deposit.

Deposit refund operation

A refund operation is performed to send funds that were not credited to the client's balance to the specified address and is a blockchain transaction.

Within a single refund operation, one or more deposits from one address from the list above may be refunded.

How to request a refund

To return funds from a deposit that was not credited to the balance, the client must contact technical support with a deposit refund request.

The following must be provided:

• currency name
• any of the deposit data:
  • deposit ID in Crypto2B
  • deposit ID in the client's system
  • user ID
  • transaction hash
  • recipient address
• the address to which the funds should be returned

tip

A single refund may include multiple deposits in one currency made to one address.

Deposit statuses during refund

The deposit specified for refund is moved to the ForRefund state:

• Cases 1 and 3: the ForRefund status is set after contacting technical support with a refund request
• Cases 2, 4, and 5: the ForRefund status is set automatically

If the client's system uses the callback mechanism, Crypto2B sends a callback to the client's system with information about the deposit in the ForRefund status.

note

For deposits from case 4, no callback is generated.

After the refund transaction is successfully completed on the blockchain, the deposit specified in the refund is moved to the Refunded state.

Payment of the refund fee

After technical support registers the refund of the deposit/deposits, Crypto2B will perform a blockchain transaction to return the funds. In this case, a blockchain fee must be paid to execute the refund transaction.

Refund in the native currency

To pay the fee for refunding a deposit/deposits in the native currency, the funds of the refunded deposit/deposits are used.

Refund in a token

1. After the refund is registered, it is necessary to make a deposit in the native currency to the address of the refunded token deposit/deposits. The client may make one or more such deposits.
2. Crypto2B waits for the deposit to pay the refund fee in order to start processing the refund request.
3. The funds of this deposit in the native currency are used to pay the refund fee.
4. After the refund transaction is completed and the blockchain fee is paid, the unused remainder of the deposit amount intended to pay the refund fee is returned to the specified refund address.

Deposit refund execution process

Reflection of the refund fee on the balance

The blockchain fee for executing the refund transaction is not charged to the client's balance:

• In the case of a refund of a deposit in the native currency, the fee is paid from the funds of the refunded deposit
• In the case of a refund of a deposit in a token, from the funds of the deposit made in the native currency to pay the refund fee