Payments

Refunds

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When a paid order cannot be completed, an eligible NZD refund may be returned to the original verified payment account where lawful and practicable.

Flow Crypto records a completed refund against the order, but legal, banking, security or compliance restrictions can delay or prevent a return.

When a refund may apply, permalink

A refund can be considered when an NZD payment is confirmed but the order ends without an exchange fill, or when another payment problem is resolved by returning funds. A cancelled order with no received funds does not create a refund.

Refund eligibility is determined from the payment and execution record. It is not established by creating a new ticket or cancelling a different order.

Where the refund goes, permalink

The normal destination is the original verified payment account. Support may need evidence if the sending details are incomplete, ownership has changed or a restriction prevents the normal return path.

Do not ask for the refund to be sent to another person's account. Never send full online-banking credentials to prove ownership.

Track a refund, permalink

  1. 1Open the order and check whether its status is Refunded.
  2. 2Allow for normal bank processing after the refund has been recorded.
  3. 3If it does not arrive, contact support with the order ID and the original payment details.
  4. 4Keep the support thread together so the same payment is not investigated twice.

Note: Any permitted deductions or costs are governed by the Terms of Service and the information disclosed for the transaction.