Refunding a Customer for a Crypto Payment

There may be times when you need to return funds to a customer — for example, if an order is cancelled, overpaid, or paid in error.
This guide explains how to process refunds through BK Pay securely.

1. Confirm the Payment Status

Refunds can only be issued for payments with a Completed status in your merchant dashboard.

• Go to Payments → Search for the relevant invoice.

• Check that the invoice is marked as Completed before proceeding.

2. Contact the Customer

• Request the wallet address they would like the refund sent to.

• Verify the correct cryptocurrency and network (e.g., BTC, ETH, USDT TRC20).

• Confirm the amount to be refunded.

3. Calculate the Refund Amount

Keep in mind:

• Refunds are issued in cryptocurrency, not fiat.

• Network fees will apply and be deducted from the refund amount.

• If the refund is for a partial amount, clearly confirm with the customer in writing.

4. Submit Refund Request to BK Pay

To issue the refund, open a Support Ticket with:

• Merchant name and account ID.

• Original Invoice ID.

• Customer’s wallet address and network.

• Refund amount.

• Reason for refund.

BK Pay will process the refund from your merchant balance and confirm once completed.

5. Update Your Records

• Mark the invoice as Refunded in your internal records.

• Keep all communication and screenshots for compliance and dispute purposes.

Important: Refunds can only be sent back to the original customer. BK Pay does not support sending refunds to a third party.