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Crypto refunds and refund addresses

Crypto refunds are different from card reversals. A refund usually needs a destination address, chain-aware validation, transaction evidence, and a decision about whether the original payment can be returned safely.

Collect the refund address deliberately

A refund address should be collected with the asset and network. Reusing the sender wallet blindly can fail when the payment came from a custodial wallet, a bridge, or an address that cannot receive the refund asset.

Keep refund reasons specific

Expired, late, underpaid, overpaid, duplicate, wrong-asset, and wrong-network cases need different handling. A useful status page should tell the customer which case they are in and what evidence support needs.

Do not promise automatic recovery

Some assets or networks may not be recoverable automatically. Public support copy should set expectations honestly and avoid implying that every mistake can be reversed.

What merchants should store

Store the invoice ID, payment ID, customer order ID, refund address, tx hash, amount, asset, network, and support decision. That record protects both the customer and the merchant during reconciliation.