1. Overview
This refund procedure applies to merchants and users who pay with digital assets (crypto). Due to the irreversible nature of blockchain transactions, crypto refunds differ significantly from traditional fiat refund mechanisms.
2. Blockchain irreversibility
Once a crypto payment is confirmed on-chain, the original transaction cannot be canceled or reversed. A refund is not a “reverse transaction,” but a new on-chain transfer initiated by the merchant to the user.
3. Refund request & acceptance
3.1 User request
The user must submit a refund request to the merchant
The user must provide transaction details such as TX Hash, paying wallet address, order number, etc.
The merchant decides whether to accept the request based on its own refund policy
Important note: If the user paid from an exchange, we strongly recommend the user provides a personal valid receiving address for refunds. If the merchant “refunds back to the original sending address,” the assets may be returned to the exchange’s hot wallet address rather than the user’s account, potentially causing loss.
3.2 Merchant review
The merchant should confirm:
The original payment has been successfully received
The order meets the merchant’s refund policy (status, timeframe, conditions, etc.)
The refund address provided by the user is valid and can receive the correct digital asset
4. Refund operation workflow
4.1 Merchant operations
Infini supports merchant refund-related operations and provides two methods:
Method 1: Use the Withdrawal API to process refunds (see documentation: 1. Introduction)
Method 2: Use Payout in the Infini dashboard: Steps: In Infini Business Payments page → Transfer → Send Funds → enter user receiving address & network → enter email code / GA code → withdrawal successful
Recommended workflow:
Confirm original transaction information (amount, asset, TX Hash)
Verify the user’s refund address and network
Initiate a new on-chain transfer as the refund
Record and store the refund TX Hash
Notify the user that the refund has been executed
Before issuing a refund, we strongly recommend merchants confirm the receiving address and network with the user to reduce risks caused by mismatch.
5. Refund amount & fees
Refund amount is based on the final amount confirmed by the merchant
On-chain network fees (Gas/Network Fee) are borne by the merchant or user depending on policy/negotiation
Due to market volatility, the refunded amount may not equal the fiat reference value at the time of original payment
6. Address accuracy statement
Users must ensure the provided refund address is accurate and under their control.
Due to blockchain irreversibility, assets sent to an incorrect address are generally unrecoverable. The merchant is not responsible for losses caused by incorrect addresses.
7. Processing time
Merchants typically process refunds within 1–7 business days after receiving a valid request
On-chain confirmation time depends on network conditions and may be delayed due to congestion
8. Non-refundable cases
Refunds may not be supported in the following cases:
(1) The order does not meet the merchant’s refund policy
(2) The transaction has not reached final confirmation or contains on-chain risk alerts
(3) The user fails to provide valid proof or a valid refund address
(4) The merchant has already delivered irreversible services or fulfillment
9. Limitation of liability
To the extent permitted by law, neither the platform nor the merchant is liable for:
Delays caused by blockchain congestion
Losses due to incorrect user-provided refund addresses
Differences caused by digital asset price fluctuations
10. Platform statement
Infini does not decide whether a refund should be approved. Refunds are handled independently by the merchant according to its own business policies. Infini provides payment infrastructure only and does not participate in dispute resolution between the merchant and user.
Infini, as a payment infrastructure provider, does not adjudicate or determine whether a refund claim is valid. Refund initiation, review, and execution are carried out by the merchant independently in accordance with its own policies, user agreement, and applicable laws.
Unless otherwise required by laws/regulations or regulators, Infini is not a party to the transaction and does not bear responsibility for dispute outcomes.
Reminder: If you are a merchant and a user provides a “successful payment” screenshot but you do not see the funds credited in your Infini account, please contact Infini customer support for confirmation instead of directly transferring funds to the user. Stay alert to fraud risks to avoid asset loss.
Disclaimer
All information provided on this page is for general informational and technical reference purposes only and does not constitute, and shall not be construed as, any offer, commitment, guarantee, recommendation, promotion, solicitation, or any form of investment, financial, or payment-related advice.
All fees, limits, supported payment methods, currencies, card types, applicable regions, and related rules for Pay with Card (credit card payments) and Pay with Crypto are subject to change from time to time due to exchange rate fluctuations, payment channel adjustments, compliance requirements, risk control policies, card network rules, or other reasonable commercial factors. The actual applicable terms shall be determined by the information displayed on the payment page, system real-time validation results, and final settlement outcomes.
Any fee rates, calculation methods, example formulas, or amounts mentioned herein are provided solely for illustrative purposes and do not constitute any guarantee or commitment regarding final fees, settlement amounts, or payment success rates. The final settlement amount shall be subject to actual settlement results.
Credit card acquiring services are available only for cards, countries, or regions that meet Infini’s current compliance and risk control requirements. Due to regulatory, sanctions, compliance, or risk management considerations, certain cards issued in specific countries or regions, virtual cards, or certain payment instruments may not be supported. Actual availability is subject to system real-time validation.
Pay with Card and Pay with Crypto are distinct payment methods governed by different rules, processes, and compliance requirements. Nothing on this page constitutes or implies any exchange, transaction, facilitation, commitment, or inducement between fiat currencies and crypto assets.
The information provided herein does not constitute legal, tax, compliance, or regulatory advice. Merchants and users are solely responsible for consulting professional advisors and ensuring the legality and compliance of their activities under applicable laws and regulations. Infini shall not be liable for any direct or indirect losses arising from reliance on the information contained on this page.