If an order is marked as invalid (you can access order history via dashboard), it means the payment could not be completed and has been placed on hold. In such cases, the refund process is handled directly between CoinGate and the customer.
As a merchant, you do not need to take any action at this point.
The customer has been informed and provided with instructions to request a refund.
If additional information is needed from your side (e.g., clarification or documents), our customer success team will approach you.