How to Issue a Refund for a Paid and Confirmed Order? – CoinGate

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

Choose the refund amount (full or partial)
Select refund currency (can be different from payment currency)
Choose the blockchain/network if applicable
Enter the customer’s wallet address and email
Select which balance to refund from
Optionally, skip customer confirmation if pre-agreed
Add a short reason for refund (internal use)

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