Sent more than the order asked for
If you send more than the order asks for, the extra does not silently go into the exchange. The order stops and a person reconciles it with you, and support confirms the options — including returning the surplus to an address you control. The reason is the same one that stops an underpayment: the amount is part of the quote you accepted, and changing it without asking would be deciding on your behalf.
Why an overpayment is not simply a bigger swap
The quote you accepted was priced for a specific amount. A larger amount is a different trade at a different price, and there is an upper bound per order as well as a lower one. Treating the surplus as consent to a bigger trade would be an assumption made with your money.
Two deposits to one address
Sending twice to the same order address is a common way to end up here. Both transfers are real and both are visible on chain; what stops is the order, until a person decides with you how to treat the pair. List both transaction hashes when you write.
What to gather before writing
- The order id, from the address bar of your order page.
- Every transaction hash involved, not only the largest one.
- The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
- The address you sent from, and a wallet you still control to receive a return.
What to do now
- Open your order page. It is the single place the status is true, and it updates itself.
- Write to support with the evidence above. A person answers within 24 hours.
- None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.