Refunds & Payment Issues

How refunds work

CoinAvio processes crypto payments for merchants. We do not sell the goods or services you pay for, so your purchase, and any refund, is between you and the merchant. CoinAvio does not refund payments automatically, and blockchain transactions cannot be reversed or charged back.

The merchant decides whether to refund under its own policy and the law that applies to it, and sends any refund itself.

Asking for a refund

Contact the merchant you paid and include:

• the invoice ID, shown on the checkout page as the invoice reference;
• the transaction hash (also called transaction ID or TXID) from your wallet or exchange;
• the coin, network and amount you sent;
• a wallet address you control for the refund, with its network and any memo or tag it needs.

Do not give an exchange deposit address unless the exchange confirms that it accepts the refund. A refund sent back to the address a payment came from can be lost if that address belongs to an exchange.

Underpaid invoices

If less than the amount due arrives before the deadline, the checkout shows the remaining amount. Send only that remainder, on the same network, before the payment window closes.

If the window closes with only part of the amount, the invoice becomes underpaid. The partial amount is credited to the merchant, but the order is not marked as paid. The merchant can accept the payment as it is, ask you to complete it, or arrange a refund. Contact the merchant with your invoice ID.

Overpaid invoices

If more than the amount due arrives, the invoice is paid and the excess is credited to the merchant. To get the difference back, ask the merchant to return it.

Late payments and expired invoices

Payment instructions close at the deadline shown on the checkout. A transaction included on the blockchain before the deadline still counts, even if its confirmations finish later.

If a payment is included after the deadline, the invoice stays expired and does not reopen. The funds are credited to the merchant and flagged for review. Contact the merchant with your invoice ID and transaction hash; they can complete the order or arrange a refund.

Wrong coin, network or memo

If you sent a different coin that CoinAvio supports to the invoice address, the funds are credited to the merchant in that coin, but the invoice is not completed. Contact the merchant.

Tokens we do not support, and coins sent on a different network, may not be detected at all. Recovery is a manual process, is not guaranteed and is sometimes impossible. A TON payment without the exact memo shown at checkout cannot be matched automatically. In these cases, contact support with the invoice ID and transaction hash.

Payments under review

Some payments are reviewed before they are credited; the checkout then says the payment was received and is being reviewed. Do not send the payment again. If the review clears the payment, it is credited and the order completes as normal. See the AML & Compliance Policy.

For merchants

• Publish a clear refund policy and handle refund requests from your buyers.
• Confirm the buyer’s refund address, network and any memo before you send funds, and send refunds from your own wallet.
• An underpaid invoice can be accepted as paid from the dashboard. You can also set an underpayment tolerance for new invoices in Settings.
• Payments that arrive after an invoice closes are listed under payments needing review in your dashboard.

Contacting support

If you cannot reach the merchant, or you need help locating a payment, contact support or email support@coinavio.com with the invoice ID, transaction hash, coin, network and amount. We can confirm what we received and help the merchant identify the payment. We cannot refund on a merchant’s behalf. See also the Help center.