You can refund any order that has been fully paid and confirmed using the Merchant Refund feature in your CoinGate dashboard. This allows you to manually return funds to your customer from your available balance, either fully or partially, and in a currency of your choice.
When to Use Merchant Refunds
You can use this feature when:
- An order was canceled after payment
- A customer requested a refund for a completed but undelivered service or item
- You wish to offer a goodwill refund
How to Issue a Refund
Step 1: Open the Paid Order
- Go to Sales → Orders
- Locate the Paid order that you want to issue a refund for and open it
Step 2: Click “Submit refund”
- In the top-right corner of the order, click Submit refund
Step 3: Fill Out the Refund Form
Refund amount – automatically shown in the original currency (you can adjust if partial refund is needed).
Refund currency – select the currency to be used for the refund (can differ from the original payment currency).
Crypto platform / Network – choose the blockchain or platform if applicable.
Refund from – select which balance (account source) the refund will be issued from.
Customer information:
- Email – the shopper’s email address.
- Crypto address – the wallet address where funds will be refunded.Reason for refund – enter a short internal note for tracking purposes.
Email confirmation toggle – optionally require the shopper to confirm the refund by email before it’s processed.
Step 4: Confirmation & Processing
- The customer will receive an email to confirm the refund (unless skipped)
- Once confirmed, the refund will be sent automatically
- You’ll see status updates and a transaction hash in the "Submitted refunds" section
Notes & Requirements
- Refunds are sent from your available CoinGate balance
- You can refund in the same or different cryptocurrency than was paid
- Refund amounts must be entered in your pricing currency (e.g., EUR or USD)
- Refunds are limited to the original order price amount
- Since payments are made in cryptocurrency, the amount returned may differ due to exchange rate changes between the time of payment and the time of refund
- Refunds are final once confirmed and sent
- CoinGate may apply issuance and conversion fees