Introduction
If a customer reports that they have paid, but the order status shows Expired or Pending, this usually means the payment was sent incorrectly or cannot be automatically matched.
For the fastest resolution, customers should be encouraged to contact CoinGate support directly, as payment verification requires checking blockchain data and accessing internal payment records.
If a customer contacts you first, this guide explains:
when a self-service refund is available
when CoinGate support is required
what information is mandatory to collect before escalating the case
1. Cases where a refund can be requested from the checkout page
If the payment was detected by CoinGate, the customer can request a refund directly from the same checkout page, without contacting support.
This applies when:
the payment was sent after the checkout page expired, but to the correct address
the payment was sent with the correct currency and network
the payment amount was underpaid or overpaid
the payment is visible on the checkout page, but the order was not completed
In these cases:
the payment appears on the checkout page
a refund request option is available
support interaction is not required
This is the fastest refund flow.
2. Cases where CoinGate support is required
If the payment is not visible on the checkout page, the case must be reviewed by CoinGate support.
Required information
Before escalating the case, collect the following information in text format:
Transaction hash (TXID)
The customer can find this in their wallet or payment history.CoinGate order ID
The merchant can find this in the CoinGate dashboard.
Depending on the situation, CoinGate may locate the payment using the TXID or the order ID. Providing both allows faster and more accurate investigation.
Additionally:
the customer email address used on the checkout page may be helpful in some cases, but is not always required and may not match the merchant’s internal records (for example, due to typos or use of a different email during checkout)
a refund wallet address may be required if order processing is not possible (for example, in cases of wrong currency/token). CoinGate support will request this address if needed.
3. Customer claims they paid, but the order shows Paid amount: 0
If a customer says they have paid, but the order details show Paid amount: 0, this usually means the payment was not made for this specific checkout page or could not be detected automatically due to how it was sent.
As a merchant, you should:
Ask the customer for the transaction hash (TXID)
This is required to verify whether a payment was made and to which address.Search for the order using the provided TXID
Customers sometimes create several checkout pages, complete payment for one order, and then contact support about a different order.
4. Common scenarios and outcomes
Wrong currency or token sent
The payment cannot be processed
Only a refund may be issued
The customer must contact CoinGate support
Solana payment sent without a memo
CoinGate can manually map the transaction
In most cases, the order is marked as paid after mapping
If the order is not completed, a refund request option appears on the checkout page
XRP payment sent without a destination tag or with an invalid tag
CoinGate can manually map the transaction
In most cases, the order is marked as paid
If the order is not completed, a refund request option appears on the checkout page
Payment sent on an unsupported network
In most cases, the payment cannot be recovered
In some cases, recovery may be possible after technical evaluation
If recovery is possible, an additional recovery fee may apply
In these cases, the customer should contact CoinGate support directly, as recovery evaluation and fee confirmation can only be handled by CoinGate.
Best practice for contacting CoinGate support
For the fastest and most accurate resolution, users should contact CoinGate support directly from the related order in the CoinGate dashboard, whenever possible.
When a support request is submitted directly from an order:
the ticket is automatically linked to the correct CoinGate order ID,
the request is assigned the highest priority,
CoinGate support can immediately access internal payment records and blockchain data,
Contacting support from the dashboard significantly reduces back-and-forth communication and helps prevent situations where multiple orders or customers become mixed in a single ticket.
This is the recommended approach for all payment-related issues, especially when:
the order shows Expired or Pending,
a payment was sent incorrectly,
or a manual review is required.