About Users Paying with a Mismatched Cryptocurrency or Blockchain Network
Logic for Determination:
Merchants will receive Biztype=PAY_UNRESOLVED;
and callback information with errorType=address_error_currency; address_error_chain; fix_error_currency; fix_error_chain. This indicates that the user paid with a cryptocurrency or blockchain network that does not match the order.
Processing Steps:
Once identified as a mismatched cryptocurrency or network, the funds will not be credited to the merchant. Instead, the funds are temporarily held at a Gate public chain address. The subsequent handling process depends on the cryptocurrency and chain used by the user:
- If the cryptocurrency and chain are supported by Gate Pay: Simply provide the transaction hash and Gate order number, and you can manually credit the payment via the merchant dashboard. After crediting, you can view the record in Merchant Dashboard --> Balance --> Transaction History. Refunds are also possible.
- If the cryptocurrency/chain is not supported by Gate Pay, but is supported by Gate Exchange: An equivalent fee of 20 USDT will be deducted from the confirmed on-chain assets, and the remaining assets will be refunded.
- If the cryptocurrency is not supported by Gate Pay or Gate Exchange, but the chain is supported: In principle, we do not process or refund these payments. However, if the paid cryptocurrency is confirmed to be safe and valuable, the merchant can pay a 20 USDT Gate Pay handling fee for a full refund.
- If the chain is not supported by Gate Pay or Gate Exchange: The payment cannot be processed, and the user bears the loss. Since unsupported chains cannot initiate on-chain transactions, refunds are not possible.
For detailed steps on manual crediting, please see the Gate Pay Exception Payment Handling Guide
Risk Order Handling Process
Logic for Determination:
Merchants will receive biztype=PAY_UNRESOLVED;
and callback information with errorType=address_risk_address; fix_risk_address.
Processing Steps:
Risk funds will not be credited to the merchant and will be temporarily frozen. If a refund is needed, the merchant can initiate a refund in Merchant Dashboard --> Transactions --> Payment Orders --> Exception Payments, and contact the Gate Pay account manager:
1. Depending on the risk fund situation, compliance may require merchants to cooperate with the following:
a. Compliance may require the merchant to provide payer information (including but not limited to name, nationality, purchased goods, etc.);
b. The merchant must provide proof of user clearance (screenshots of notifications via SMS, email, etc.).
2. Gate Pay compliance will review the information, assess the risk level, and refund the risk funds via the original payment method (review period: 3-5 business days).
Note: The payer's address has already been marked as a risk address by Gate Pay. Any future payments from this address will also be blocked and refunds will not be processed.
About Payments Sent to a Recycled Address That Is Now Assigned to a New Merchant
When a dynamic address is matched to an order, the binding between the address and the order lasts for 30 days. After 30 days, the address is recycled and reassigned to a new order, binding it to a new merchant. In this situation, if a user sends a payment, the funds will be credited to the merchant newly bound to the address. The user needs to proactively notify the merchant, who should then contact Gate Pay for verification. If the situation is confirmed, Gate Pay will assist in contacting the new merchant for refund processing.
However, if the new merchant has already settled the funds with their downstream users, the funds may not be recoverable, and the loss is borne by the original payer. Merchants should strongly remind users of the address validity period and warn about potential loss of funds.
(If the address has been recycled but not yet reassigned to a new merchant, you can contact Gate Pay for manual crediting.)
About Payments Sent to a Deleted Static Address
Merchants will receive bizType=FIXED_ADDRESS_RISK, and bizStatus=RISK_ADDRESS in the callback information. This means the static address has been compromised and can no longer be used. Merchants should immediately delete the corresponding static address. If users continue to send payments to this address, the funds will not be credited.
Logic for Determination:
Merchants receive bizType=PAY_UNRESOLVED and errorType=fix_delete, indicating that the user paid to a deleted static address.
Processing Logic:
After receiving the callback information, merchants can process refunds (manual crediting is not possible) in Merchant Dashboard --> Transactions --> Payment Orders --> Exception Payments;
Disclaimer
The content provided herein is for reference and educational purposes only and does not constitute any financial, investment, trading, or legal advice, nor does it constitute an offer or solicitation to buy or sell any digital assets. Gate makes no express or implied representations or warranties regarding the accuracy, completeness, or timeliness of the information contained herein. Product features, interfaces, rules, and fee structures may be updated or adjusted at any time. Please refer to the latest announcements and the actual information displayed on the Gate platform for the most accurate details.
Digital asset investments involve significant risk, and prices may fluctuate substantially. You may lose the entire amount of your investment. Please make decisions cautiously based on your own financial situation and risk tolerance after fully understanding the associated risks. If necessary, you are advised to consult an independent professional financial or legal advisor.
For more information about potential risks, please refer to Gate's Risk Disclosure and User Agreement.
