Learn how you can manage your transactions such as handling overpaid/underpaid transactions and creating refunds.
The status of a transaction describes what state a transaction is currently in. Below is a table summarizing the different transaction statuses and what they mean:
How to Handle Underpaid/Overpaid Transactions
An underpaid or overpaid transaction occurs when the funds received is different from the amount due. This is caused by the clients not sending enough or too much cryptocurrency to the provided address. This scenario is rare but does happen time to time. Most of the time, these underpaid and overpaid transactions are below $1.00. You can handle the difference in the amount received and the amount due based on how your business has defined your underpayment and overpayments procedure.
Here are instructions on how you can view your underpaid or overpaid transactions and mark them as complete:
Step 1. Login to your Merchant Gateway Account and click "Transactions" on the navigation menu.
Step 2. Click the "Action Required" tab. This will bring up a list of all your overpaid and underpaid transactions.
Step 3. Click on the transaction row to open up additional information and options.
Step 4. Click the "Complete" button.
Step 5. Confirm you want to complete the transaction in the pop-up window.
* Underpaid and overpaid transaction will not be part of your weekly settlements until they have been manually changed by your company to be marked as “complete”.
** In the event you receive too much or too little, please contact our support team at email@example.com. Our support team will manually refund or generate a new address to complete the transaction.
How to Create a Refund
Contact a member of our customer support team by email (firstname.lastname@example.org) to enable the refunds feature on your account. After our support team activates the refunds feature on your account, the refunds will be available to any transactions where the settlement option for that cryptocurrency is set to manual settlement, but will not apply to cryptocurrencies set to instant settlement. It is important to note that there will be a 10% reserve when manually settling cryptocurrencies with refunds enabled. For example, if you hold 10 BTC in your account and proceed to settle, then 1 BTC will be held in your merchant account.
Here’s the process to create a refund:
Step 1. Click on "Transactions" > "All Transactions".
Step 2. Click on the transaction row that you want to refund. You can use the filters to help you search through transactions.
Step 3. Choose if you want to refund the full amount of the transaction or if you want to refund a partial amount. Enter the customer email address you want to send the refund to.
Step 4. Click "Create Refund" and you will be notified if your refund was sent successfully. An email will be sent to your customer to receive the refund.
The customer will need to open their email and provide an address so that the refund can be deposited to their wallet address.
Step 5. Customer receives email and enters their wallet address where they want to receive the funds.
Step 6. A new transaction will appear in your transactions list, with a negative amount in the amount received column with a transaction status of Refunded.
You can also view the refund history of a transaction by clicking on the original transaction row and then clicking view refund.
Sandbox transactions are useful in a testing environment, but are not real transactions. Anytime a request is sent to the server using your sandbox API keys and secret, a sandbox transaction is created. When creating a sandbox transaction, the amount tested with will result in a certain payment status:
• 100 = Overpaid
• 200 = Underpaid
• All other amounts = Paid.
Any transactions that you create in sandbox mode can be viewed by clicking "Transactions" > "Sandbox Transactions".