> For the complete documentation index, see [llms.txt](https://support.trybit.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.trybit.com/payments/refunds.md).

# Refunds

How refunds work at Trybit.

Trybit's refund logic is built on one principle: **the service does not process refunds on its own** — it either credits a payment or, in a narrow set of cases, technically allows the return of mistakenly sent funds. Everything else — a standard refund to a customer at the merchant's discretion — is always done by the merchant themselves.

### Standard refund to a customer — done by the merchant

If your customer wants their money back for a product or service they've already paid for (for example, because they changed their mind about the purchase), Trybit doesn't take part in this process. The refund is sent by the merchant directly — from the merchant's own wallet to the customer's address, outside the Trybit service.

### Partially paid invoices — no refund possible until the invoice is confirmed

Trybit never issues a refund directly against a partially paid invoice. Such an invoice must first be confirmed — either by the customer paying the difference or by the merchant manually confirming it in the dashboard. Only after that, if the customer asks for their money back, does the merchant issue the refund themselves from their own wallet — just like with any standard refund.

### Technical refund of a mistakenly sent payment

This is the only case where Trybit itself can process a refund — and only if the payment technically cannot be credited in the usual way:

* the customer sent payment in a different currency or network than the one shown on the payment page;
* the customer didn't include a required MEMO/Comment (tag) for the payment.

**Standard refunds requested at the merchant's discretion do not fall under this procedure** — for those, the merchant always sends the funds themselves.

### Terms of a technical refund

* the request is submitted via the support chat;
* the minimum amount for a request to be considered is the equivalent of 10 USD;
* processing the refund requires paying the network fee in that network's native currency — the exact amount is clarified by a support agent;
* processing time is up to 7 business days;
* a resolution isn't guaranteed: the final outcome depends on the network, currency, payment amount, and the technical feasibility of processing it.

### What you need to submit a request

* the invoice number (INV);
* the transaction's txID;
* the address the funds were sent to.

{% hint style="success" %}
If you have any questions or need help, you can contact our support via chat on the website and in your personal account, as well as reach us on Telegram. Support contacts are listed [on our website](https://trybit.com/support).
{% endhint %}


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