Refunds, Disputes and Chargebacks

Version 1.0 · Effective [[Effective date]] · Last updated [[Effective date]]

In short: Payments made in TON or USDT are final and irreversible, and there are no chargebacks in crypto. Refunds to buyers are the merchant's decision and the merchant's responsibility; Paysell does not reverse settled payments and does not arbitrate disputes between a merchant and its customers. This document explains exactly what happens to underpaid, overpaid, late and wrong-asset payments, and what Paysell will and will not do.

1. Finality of crypto-asset payments#

A payment made on the TON blockchain is settled by the network, not by Paysell. Once a transaction is included in a block, it cannot be recalled or reversed by the sender, by the merchant or by Paysell — we do not possess the technical means to undo it.

This has three consequences that everyone using the Service must accept:

There are no chargebacks. Unlike card payments, a crypto payment carries no scheme rules, no representment process and no issuer-led reversal. A dissatisfied buyer has a claim against the merchant, not a right of reversal.
There is no reversal for user error. If a buyer sends funds to the wrong address, on the wrong network, or after an invoice has expired, the funds are not recoverable by Paysell as a matter of course.
A refund is a new payment. Any refund is a separate outbound transfer that the merchant chooses to make, at the exchange rate and in the asset the merchant selects.

2. The merchant is responsible for refunds#

Paysell provides payment acceptance. The commercial relationship — the goods, the services, the delivery, the description, the guarantees and the refund terms — is entirely between the merchant and its customer.

Accordingly:

Each merchant must publish its own refund and cancellation policy on its website, in a form that complies with the consumer law applicable to its customers, and must honor it.
Refunds are executed by the merchant. The merchant withdraws funds from its Paysell balance to its own wallet and sends the refund to the buyer, or refunds through any other channel it offers. Paysell has no function that returns funds to a buyer's address, and we will not create one at a merchant's request on an ad-hoc basis.
The merchant bears the cost. Network fees, price movements between the payment and the refund, and any shortfall arising from them are the merchant's cost.
Consumer rights are unaffected. Nothing here limits any statutory right a buyer has against the merchant under the law applicable to their purchase.

3. Paysell's role and its limits#

Paysell is a payment processor and a custodian of merchant balances. Paysell is not an escrow agent, a trustee for buyers, a guarantor of merchant performance, or a dispute arbiter.

What we will do:

confirm, on request from a merchant or from a buyer who can identify a specific transaction, whether a payment was received, in what amount and asset, and to which invoice it was matched;
provide a merchant with the on-chain reference of a payment so that it can process a refund;
forward a buyer's complaint about a merchant to that merchant and record it, as described in the Complaints Handling Procedure;
where we have a reasonable suspicion of fraud, illegality or breach of our terms, hold or freeze the affected balance while we investigate, and cooperate with lawful requests from authorities.

What we will not do:

decide whether goods were delivered or whether a merchant's refund policy was correctly applied;
reverse, cancel or re-route a settled payment;
pay a buyer out of our own funds or out of another merchant's balance;
act on a buyer's instruction to recall funds already credited to a merchant.

4. Specific payment outcomes#

The following rules apply automatically and are also stated in the Terms of Service and the Fee Schedule and Limits.

Situation	Outcome
Exact payment	The invoice is marked paid, our 0.2% fee is deducted, and the net amount is credited to the merchant's balance.
Underpayment	The invoice stays open for a further 24 hours after expiry so that the buyer can send the remainder to the same address. When the total received reaches the invoice amount, the invoice is paid. If the remainder never arrives, the amount actually received is credited to the merchant's balance, less the fee, and the invoice closes unpaid.
Overpayment	The entire amount received is credited to the merchant's balance, less the fee. Paysell does not return the excess to the buyer. Any refund of the excess is a matter between the buyer and the merchant.
Wrong asset	If TON is sent to an invoice denominated in USDT, or USDT to an invoice denominated in TON, the amount received is credited to the merchant's balance in the asset actually sent, less the fee. The invoice is not closed and remains payable in its own asset.
Unsupported asset or network	Paysell supports only the TON network — Toncoin and USDT jettons on TON. Assets sent on any other network, or other jettons, are not credited and are generally not recoverable.
Late payment (after expiry)	Funds arriving after the invoice expiry window, and after the 24-hour underpayment window, are credited to the merchant's balance where they can be attributed to an invoice address. The order they relate to is not automatically completed; the merchant decides whether to fulfil or refund.
Invoice never paid	The invoice expires. No fee is charged and nothing is credited.
Large payment held for review	Incoming payments above 500 TON or 2,000 USDT may be held for manual review before crediting. The funds are not lost; crediting is delayed until review completes.

5. Fraud investigations and holds#

If a payment appears to originate from a compromised account, a stolen wallet, or an activity prohibited under the Acceptable Use Policy, we may place a hold on the corresponding amount or on the shop's balance, delay or refuse a withdrawal, suspend the shop, request information or verification documents from the merchant, and report the matter to the competent authorities.

A hold is a protective measure, not a finding against the merchant. We will tell the merchant that a hold exists to the extent we are legally permitted to do so, and we will release it once the matter is resolved. Disputes about a hold are handled under the Complaints Handling Procedure.

6. Paysell fees are not refundable#

Our processing fee of 0.2%, as set out in the Fee Schedule and Limits, is earned when a payment is credited and is not refunded if the merchant later refunds its customer, if the underlying order is cancelled, or if goods are returned. Withdrawal fees (0.7 USDT or 0.52 TON) are earned when a withdrawal is executed and are likewise non-refundable. If a withdrawal is rejected before execution, no withdrawal fee is charged.

7. Information for buyers#

If you paid a merchant through Paysell and there is a problem with your order:

Contact the merchant first. Paysell does not hold your order, does not know what you bought, and cannot deliver it or refund it. The merchant's contact details and refund policy are on the merchant's own website.
Keep your transaction reference. The TON transaction hash and the invoice identifier let both the merchant and Paysell locate the payment quickly.
If the merchant does not respond, you may write to [[Support email]] with the transaction hash, the invoice identifier, the amount and the merchant's website. We will record the report, forward it to the merchant, and take it into account when assessing that merchant's account. We cannot promise you a refund, and we will not act as your representative against the merchant.
If you believe you are the victim of a crime, report it to the authorities in your country; we respond to lawful requests.

8. Changes#

We may amend this policy as the Service develops. The version and effective date at the top identify the current text; material changes are notified to merchants in advance.

Contact#

Purpose	Contact
Merchants	Support ticket in the merchant cabinet, or [[Support email]]
Buyers reporting a problem with a merchant	[[Support email]]
Legal correspondence	[[Legal email]]
Postal address	[[Company legal name]], [[Registered address]]