Payment and Refund Risks

Payment and refund risk depends on where the customer pays from, the selected network, the order status, KYT/AML and compliance review, and the refund rules for that checkout.

Use this page to understand when payment source, compliance review, and refund limits can affect support, fulfillment, refund, or settlement decisions.

Payment Source And Refund Reachability

Customers can pay from self-custodial wallets, browser extension wallets, mobile wallets, centralized exchange withdrawal flows, or other custodial wallet flows.

The payment source is the on-chain wallet address that paid the checkout. Original-route refunds return value to that same source. They cannot be redirected to an unrelated wallet chosen after payment.

Payments from centralized exchanges and custodial wallets can still complete a checkout when the selected token, network, and payment address are used. Refund reachability can differ because these providers may use payment source addresses controlled by the exchange or wallet provider, not by the customer's personal account.

Stafiel can record the on-chain payment, but a later refund to an exchange-controlled source may not appear in the customer's exchange account. Those customer-side recovery cases are outside Stafiel's refund scope.

For the business refund model, see Refund Basics.

KYT/AML And Compliance Review

Stafiel applies Know Your Transaction (KYT), Anti-Money Laundering (AML), and related compliance checks across payment monitoring, on-chain payment setup, and settlement processing.

These checks can affect whether an order continues normally, enters Compliance Hold, or becomes available for refund or settlement. A held order should not be treated as ready for fulfillment, refund, or settlement until the hold is resolved.

For status handling, see Order Lifecycle and Payment Status.

Merchant-Initiated Refund Limits

Merchant-initiated on-chain refunds have limits:

• A checkout can have only one merchant-initiated refund action.
• A partial refund counts as that one refund action.
• The refund amount cannot exceed the remaining refundable amount for the order.
• Availability depends on the after-sales window, selected network, order status, and refundable amount.
• Merchant-initiated on-chain refunds require the merchant to pay the applicable network transaction cost, such as a gas fee or transaction fee.

Tron orders do not support merchant-initiated on-chain refunds through Stafiel.

For dashboard steps, see Refund Operations.

Refund Outcomes And Settlement

Refund outcome affects what can continue downstream:

• A partial refund can leave remaining paid value on the order. That remaining value can continue through the normal order and settlement flow when the order is otherwise eligible.
• A full refund leaves no remaining payment value to settle.

For settlement behavior, see Settlement Basics.

Platform-Initiated Refunds

Stafiel may perform a platform-initiated refund for compliance, legal, risk, or operational reasons. These refunds do not require a merchant refund submission, and Merchant Dashboard can show the records when available.

Customer Guidance Points

Customer-facing checkout or support text often needs to account for these risk points:

• Pay only with the selected token, network, and payment address.
• Do not send payment after the payment window expires.
• Explain that a customer-controlled wallet usually gives a clearer refund path when refund reachability matters.
• Explain that centralized exchange or custodial wallet payments can complete an order, but refunds may not reach the customer's exchange account automatically.