Refund from Merchants

If you need a refund after making a payment, please contact the merchant as they have the sole discretion in issuing refunds. A refund can be made in part or in full.

Similar to payments, refunds are made in cryptocurrencies as well. As there could be price changes in the cryptocurrency paid, Crypto.com Pay guarantees the refund cryptocurrency amount to be the same value as the original pricing value (minus blockchain network fees, if applicable)

Payment Priced in

Paid in

Refund in

USD 100.00

USD 100.00 worth of customer selected cryptocurrency, at the time of payment

USD 100.00 worth of customer selected cryptocurrency, at the time of refund

ETH 0.100000

ETH 0.100000 worth of customer selected cryptocurrency, at the time of payment

ETH 0.100000 worth of customer selected cryptocurrency, at the time of refund

Preferred Refund Currency

On Crypto.com App’s settings page, there is a “Preferred Refund Currency” setting for you to select your preferred cryptocurrency to receive. When a refund is issued on a payment paid using Crypto.com App, the funds will be credited automatically to the selected cryptocurrency’s balance in the App account.

Payments made on-chain using cryptocurrency wallets:

For these types of payments (i.e using MetaMask), you can choose to claim either using Crypto.com App or other wallets. If you choose to use the Crypto.com App, there will be a QR code displayed. You will need to scan the QR code using the App to claim the refund. The funds will be credited according to the “Preferred Refund Currency” setting.

On-chain Refunds*

If you choose to receive a refund on-chain, you will then need to select the following:

  1. Select cryptocurrency

  2. Select chain

  3. Input your wallet address (and memo, if receiving funds using an exchange account that supports Crypto.org Chain) in order to claim the refund.

*Please note that a blockchain network fee is applicable to on-chain refund transactions. When the refund amount is smaller than the network fee of a certain token or chain, that option will become unavailable.

Refund Address

We cannot send the refund amount directly back to the payment wallet address because, in some cases, if our customers are using a custodial wallet other than the Crypto.com App, the address often does not represent the customer’s specific address. Therefore, we ask for a refund address.

After selecting the “Cryptocurrency Wallet” refund option

Crypto.com Pay Supported Refund Currencies and Blockchains:

Cryptocurrencies

Blockchains

Note

CRO

Crypto.org Chain, Cronos, Ethereum (ERC-20)

Default option of “Preferred Refund Currency” for Crypto.com App users in Singapore

BTC

Bitcoin Blockchain

ETH

Ethereum

USDC

Cronos, Ethereum (ERC-20)

Default option of “Preferred Refund Currency” for Crypto.com App users outside Singapore. Not available in App for Singapore users.

TUSD

Cronos, Ethereum (ERC-20)

Not available in App for Singapore users.

Unresolved Payments

Crypto.com Pay for Business only proceeds with a payment if the customer sent the exact amount within a predefined timeframe. Otherwise, these payments will be considered unresolved, and we would refund the original amount to you (minus blockchain network fees, if applicable).

The unresolved payment types are:

  • Underpaid - when the customer sent less amount of crypto than requested

  • Late - when the customer sent the crypto after the session time (20 mins for BTC, 10 mins for other cryptocurrencies)

  • Multiple - when a new transaction has arrived after the payment had already been processed

  • Wrong Currency - when the customer sent a coin other than our What Are the Supported Payment Currencies? (Refund is not guaranteed, it will be reviewed on a case by case basis)

Did this answer your question?