Pause and gather the details
If a customer used a different network, token, address or amount from the instructions, do not assume the payment can be recovered or automatically completed. Keep the original request and transfer evidence.
- Record the intended asset, network, address and amount.
- Record the actual asset, network, address and amount sent.
- Save the transaction hash and the time of the transfer.
The amount is different
Compare the amount requested with the amount actually transferred, including any deduction made by the sending provider. Contact support about the mismatch before asking for a top-up or issuing a refund. Do not send a second amount to an address from an unverified message.
The network or token is different
Provide both the requested and actual network/token details to support. Address formats and token names can look similar across networks. A confirmed transfer cannot simply be edited; recovery depends on the circumstances and is not guaranteed.
The request expired or was cancelled
Expiry or cancellation does not undo a transfer. Include the request status, when it changed and when the transfer was made. A new request should not be treated as a replacement for funds already sent until the original case is understood.