Refund and Chargeback Policy

What this policy covers

This is how refunds, reversals and chargebacks work on CryptoEze. Read it before you promise a customer their money back.

It covers USDT invoices and Pakistan local rails (JazzCash, Easypaisa, QR and bank). It is a service rule, not legal advice.

USDT invoices have no chargeback

A confirmed USDT transfer is final on the chain. The buyer's wallet cannot claw it back through CryptoEze. There is no card scheme and no "chargeback department" for BEP-20.

If you owe the buyer a refund, you refund them from your Business Wallet or by another means you control. A CryptoEze refund against an invoice spends your Business Wallet. It is not an on-chain clawback of the buyer's original transfer.

Wrong network, wrong token, or a payment after the invoice window is not a refund event. We may never be able to recover it.

A TEST credit was never coins on a chain. Do not tell a buyer that CryptoEze will return USDT sent to a test address.

Local rails: the customer paid the provider

When a customer pays 1,000 PKR on JazzCash, the money left their JazzCash wallet for the provider. CryptoEze did not take that 1,000 into a bank account of ours at that moment.

If the payment completes, we credit your merchant PKR book with the net after the provider's share and ours (975.00 PKR on the published JazzCash defaults, once rates are confirmed). That credit sits in settlement pending until T+2 and until the provider's settlement batch names that payment.

A "processing" payment is not a refund and not a success. Leave it. A timeout is not a failure. We do not mark it paid by hand and we do not mark it failed because the line went quiet.

Chargebacks and provider reversals

JazzCash, Easypaisa, QR networks and banks can reverse a payment after we have already booked it. That is a provider reversal. It is not CryptoEze deciding you were wrong.

If the reversal arrives before we released the credit to available PKR, we take it back from settlement pending. You never had spendable money.

If the reversal arrives after release, we debit available PKR. If you have already Instant-paid or withdrawn that money, the debit can take the wallet negative. The shortfall is recorded as merchant debt. You still owe it. We may hold later settlement or refuse Instant Payout until the debt is cleared.

You are the merchant of record. Customer disputes, refunds and chargebacks on local rails are your cost. Excessive disputes can suspend local rails or the merchant account.

What happens if you already took the money out

This is the case that surprises people.

You were credited 975.00 PKR. Two business days later it became available. You Instant-paid 950.00 PKR to your own JazzCash. Days later the provider reverses the original 1,000 PKR collection.

We still claw back the 975.00 we credited. Your wallet does not have it. The books show a debt. We do not invent a second collection to "make you whole". We do not edit the original ledger row. Both the credit and the clawback stay.

The money that left as Instant Payout cannot be pulled back by CryptoEze. You recover it from your customer, or you absorb it.

Refunds you start

If you want to refund a local customer, you do it through the product refund path where it exists, or by sending them money yourself. A refund after you have withdrawn is still your liability.

USDT refunds spend the Business Wallet. They do not unwind the buyer's chain transfer.

What we will not do

We will not delete a payment to hide a dispute.

We will not run a "fix balance" to paper over a gap. If the wallet and the ledger disagree, the ledger is the record and the gap is the signal.

We will not bulk-approve money movement.

We will not promise that a wrong-network USDT transfer will come back.

Changes

A new version of this page is published when the product's refund path changes. Paid invoices keep the rules that applied when they completed.