Who receives a refund when the deposit came from another exchange?

A default refund goes to the original sending address, which may belong to the exchange that processed your withdrawal. Confirm how that exchange credits returned deposits before the service issues the refund. The return transaction and a credit in your exchange account represent different events.

Will the refund include the network fee paid by my sending wallet?

A refund does not automatically reimburse the network fee that your wallet paid to send the deposit. That fee belongs to the original transfer. Returning crypto requires another transfer, which can incur its own network fee. Ask support to distinguish the return amount from deductions and separately invoiced recovery charges.

Do card-purchase refunds follow the same process as swap-deposit refunds?

Card-funded crypto purchases require review of the fiat order and its payment-provider status. Contact support with the purchase details if the order remains stuck. A bank authorization and a crypto deposit represent different payments, so approval to return crypto does not confirm that a card charge has been reversed.

Is compensation available for crypto value lost during a refund delay?

The exchange terms do not require compensation for value lost while crypto remains on hold. An eligible return concerns recoverable assets, without preserving their earlier cash value. Market movements can change that value during a delay, even if the service later returns the crypto.

Can I request the return of funds held for more than a year?

At your request, the service will try to return unclaimed funds after its stated storage period, without promising recovery. Its terms limit storage in these exceptional cases to 1 calendar year. This is a storage condition, not a general refund filing deadline. The user pays return fees; the service does not guarantee safekeeping after that period.

How are refunds handled when one transfer funded several separate exchange orders?

The service cannot complete separate orders funded through one transfer and will not honor their quoted rates. Contact support for a refund review. Each order’s instructions govern its own deposit. Supply every affected exchange ID and the common transaction hash so support can identify the payments and determine which funds it can return.

Changenow

Changenow refunds: Order Status, return addresses and recovery limits

Changenow refunds depend on the exchange stage and whether the service can recover the crypto deposit. Order Status helps identify a failed or stalled swap, while support confirms the return address and relevant fees. A completed exchange with its payout already on the blockchain is final. Recovery conditions differ for confirmation delays, deposit errors and compliance holds.

Updated: 8-Oct-2026

Start with whether the deposit reached the service and whether conversion has begun. Those facts distinguish a payment still progressing normally from funds that need technical recovery or a separate compliance decision.

Order Status before and after conversion

An accessible deposit that has not entered conversion gives support a possible refund route. Confirming means the deposit has not yet met the required confirmation threshold. Exchanging means the service is processing the swap. Time spent in either stage does not itself establish a failed exchange. Failed orders and genuinely stuck deposit or confirmation stages can qualify for a return, subject to recovery limits. Support must locate the funds before it can assess a return. If no deposit arrived, there is no received asset to refund.

ChangeNOW Buddy chat listing exchange estimates, swap transactions, and transaction status

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Order condition	Available handling	Refund boundary
Confirming, with required confirmations missing	Wait for network confirmations	A confirmation delay alone does not establish refund approval
Confirmed payment, still Awaiting deposit	Support investigates deposit recognition	The payment must be identified and linked to the order
Failed order before conversion	Support assesses a deposit return	The asset must remain recoverable and cover the return network fee
Fixed-rate order cannot use its original quote	A floating-rate continuation or possible refund	Recovery must remain possible for a return
Classic-rate order affected by a significant market change	A revised exchange or return may be offered	Unexchanged crypto may be returned after fees; converted funds go to the payout address
Wrong network or missing required memo	Manual processing or recovery assessment	Technical access determines whether recovery can proceed
Completed exchange with payout on the blockchain	Delivery of the exchanged asset	The completed on-chain exchange is final

A sufficiently confirmed payment that remains unrecognized needs support investigation. Conversion introduces another boundary: once it has begun, the entire deposit may no longer remain available in its original form. Support must establish what remains recoverable before promising a full return.

Which details identify a deposit for refund review?

The exchange ID and deposit transaction hash let support connect a refund request to its payment. Include the asset, network and amount actually sent, together with any required memo or destination tag. The sending wallet’s record helps explain a mismatch between the order and the transfer. An order screenshot alone cannot show that the service received the crypto.

Linking the order to the transfer

The exchange ID

The exchange ID identifies the swap in the service’s system. A request submitted through the failed-exchange form includes that ID automatically. A help-center ticket or live-chat conversation should identify the order explicitly. Include the status that the order displays and the issue that led to the refund request.

ChangeNOW Buddy chat listing exchange estimates, swap creation and transaction status checks

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ChangeNOW Buddy chat listing exchange estimates, swap transactions, and transaction status checks

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The deposit transaction hash

The transaction hash identifies the blockchain transfer, which differs from the service’s exchange ID. Use the sending wallet’s record to check payment details and the relevant network to check confirmations. If the order still says Awaiting deposit after sufficient confirmations, support can investigate recognition problems. A missing memo or network mismatch may prevent the transfer from linking automatically to the intended exchange.

Support channels and private information

Refund requests can use the help-center ticket form, live chat or the failed-exchange form. Keep the exchange ID, deposit hash and description together in the case. Publicly posting identity documents or wallet credentials does not help locate a deposit. Never disclose a seed phrase or private key to someone offering to release a refund. Use the service’s support channel when someone contacts you privately asking for a recovery payment.

Deposits that a smart contract sends may need manual matching if automatic parsing does not recognize them.

The refund address and the original sender

A refund normally goes back to the address from which the service received the deposit. Standard refund rules allow the initial address or the refund address specified when the exchange was created. They do not allow a newly supplied replacement address. The payout address belongs to the intended exchange output, which may use a different asset or network. Confirm the asset, network and eligible return address with support before authorizing the return.

Recoverable deposits, network fees and recovery charges

Wrong-network deposits and missing memos can require manual assessment before support confirms a refund. A memo or destination tag connects a payment at a shared deposit address to the intended order. The crypto can reach that address without the identifying field needed for automatic matching. A network error raises a different issue: technical access to the received funds. Recovery can fail when the service cannot access the asset or receiving wallet.

Returns can incur network fees. For deposit mistakes covered by the September 18, 2026 exchange terms, the additional recovery charge is 50 USD. Those mistakes include the wrong network or asset, an unsupported asset and a missing or incorrect required memo. The service invoices that charge separately from relevant network fees. Paying a recovery charge does not establish that a refund has reached a wallet.

A refund is unavailable if the deposited amount is below the service’s network fee for that asset.

Compliance holds and identity documents

Compliance reviews can hold up both the swap and the return of deposited crypto. Know Your Customer (KYC) checks assess identity; anti-money laundering (AML) checks assess transaction risk. Some jurisdictions require verification before service access. For a risk-flagged swap, refusing checks can lead to a refund, subject to individual review. Investigations involving suspected illegal activity can keep funds frozen. Use the case’s verification link for identity and funds-origin documents, keeping those documents out of public complaints.

How long can a crypto refund take?

Refund timing depends on technical recovery, any unresolved compliance restriction and the return transaction’s confirmation progress. Recoveries that require asset extraction can take up to 20 business days. That period concerns extraction, so it does not provide a universal deadline for every refund. A support reply, a recovery approval and a completed transfer describe different stages. Network conditions can also delay the transfer after the service sends it.

Approval, broadcast and receipt

A refund approval records a decision to return funds; it does not identify a completed blockchain payment. The return transaction has its own transaction hash. Check the returned asset and destination against support’s confirmed details using the receiving wallet or exchange record. A receiving wallet or exchange may require more confirmations before it credits the return. A return still awaiting broadcast calls for an update from support, while a broadcast return needs its network status checked.

Details worth knowing about Changenow refunds

Who receives a refund when the deposit came from another exchange?: A default refund goes to the original sending address, which may belong to the exchange that processed your withdrawal. Confirm how that exchange credits returned deposits before the service issues the refund. The return transaction and a credit in your exchange account represent different events.
Will the refund include the network fee paid by my sending wallet?: A refund does not automatically reimburse the network fee that your wallet paid to send the deposit. That fee belongs to the original transfer. Returning crypto requires another transfer, which can incur its own network fee. Ask support to distinguish the return amount from deductions and separately invoiced recovery charges.
Do card-purchase refunds follow the same process as swap-deposit refunds?: Card-funded crypto purchases require review of the fiat order and its payment-provider status. Contact support with the purchase details if the order remains stuck. A bank authorization and a crypto deposit represent different payments, so approval to return crypto does not confirm that a card charge has been reversed.
Is compensation available for crypto value lost during a refund delay?: The exchange terms do not require compensation for value lost while crypto remains on hold. An eligible return concerns recoverable assets, without preserving their earlier cash value. Market movements can change that value during a delay, even if the service later returns the crypto.
Can I request the return of funds held for more than a year?: At your request, the service will try to return unclaimed funds after its stated storage period, without promising recovery. Its terms limit storage in these exceptional cases to 1 calendar year. This is a storage condition, not a general refund filing deadline. The user pays return fees; the service does not guarantee safekeeping after that period.
How are refunds handled when one transfer funded several separate exchange orders?: The service cannot complete separate orders funded through one transfer and will not honor their quoted rates. Contact support for a refund review. Each order’s instructions govern its own deposit. Supply every affected exchange ID and the common transaction hash so support can identify the payments and determine which funds it can return.