About Payments Made with a Cryptocurrency or Blockchain Network That Doesn’t Match the Order
In these cases, the merchant will not receive the funds; instead, the assets are temporarily held at a Gate public chain address. The follow-up process depends on the specific cryptocurrency and network used for payment:
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If the cryptocurrency and network are supported by Gate Pay:
As long as you provide the transaction hash and Gate order number, we can assist with manually crediting the payment to the order. Once credited, you can view the record in the merchant dashboard. -
If the cryptocurrency or network is not supported by Gate Pay, but is supported by Gate Exchange:
A fee equivalent to 20 USDT will be deducted from the confirmed on-chain assets, and the remaining assets will be returned to you. -
If the cryptocurrency is not supported by Gate Exchange (usually applies to maliciously used meme coins or obscure tokens):
Unfortunately, these assets cannot be processed or returned at this time.
Risk Order Handling Process
Risk-related funds will not be credited to the merchant and will be temporarily frozen. Merchants will receive a TRANSFERRED_ADDRESS_BLOCK / PAY_BLOCK callback notification, which indicates that the transaction is classified as a risk order. If a refund is required, the merchant must proactively contact their Gate Pay account manager and provide the order hash.
1. Depending on the nature of the risk funds, compliance may require the merchant to cooperate with the following actions:
a. Compliance may require the merchant to provide information about the payer (including but not limited to name, nationality, purchased goods, etc.);
b. The merchant must provide evidence of notifying the user of the refund (such as screenshots of SMS or email notifications).
2. Gate Pay will review the compliance information, assess the risk level, and refund the risk funds via the original route (review period is 3-5 business days).
Note: The payer’s address has already been flagged as a risk address by Gate Pay. Any future payments from this address will also be blocked, and refunds will no longer be processed.
Payments Sent to a Recycled Address That Has Been Rematched to a New Merchant
When a dynamic address is matched to an order, it remains bound to that order for 30 days. After 30 days, the address is recycled and reassigned to a new order and merchant. In these cases, if a user makes a payment, the funds will be credited to the newly bound merchant. The user must 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 to process a refund.
However, if the new merchant has already settled the funds with their downstream users, the funds may not be recoverable, and the loss will be borne by the original payer. Merchants should strongly remind users about the address validity period and inform them of the potential risk of fund loss.
(If the address has been recycled but not yet assigned to a new merchant, you can contact Gate Pay to manually credit the payment to the order.)
Payments Sent to a Deleted Receiving Address
Gate Pay regularly deletes receiving addresses that have been exposed to risk funds. If downstream users of the merchant continue to send payments to a deleted address, those funds cannot be credited. Since the address has been deleted, Gate Pay cannot retrieve the on-chain asset status, nor can it sync the merchant’s order or fund status. In such cases, the user must proactively notify the merchant, who should then contact Gate Pay for verification. If the situation is confirmed, the funds can be returned as follows:
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The merchant proactively contacts Gate Pay and provides the transaction hash for inquiry;
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Once it’s confirmed that the credited address is a deleted Gate Pay address, the funds can be returned via the original route or to a specified wallet address (no handling fee).
