Refunds, Cancellations & Payment Exceptions
What to do when an order expires, the amount differs, recipient details need correction, or an exchange cannot be completed.
Before you transfer
Do not fund an expired or cancelled order.
After funds arrive
The payment must be traced and reconciled before a refund or adjustment.
After RMB payout
A completed transfer may not be reversible.
01How to request help
Email support@extentexchange.com or use the official contact page. Include your order reference, the issue, your requested outcome, and the transaction ID where relevant. Use the contact information recorded on your order so support can verify the request.
Do not send a new transfer simply to trigger support. Do not share a seed phrase or private key.
02Unpaid orders and cancellation
If you have not paid, stop the transfer and contact support if you need to cancel. Where a payment deadline is shown, its server-issued value determines the funding window. Do not confuse a post-payment review timer with that deadline. Cancelling or expiring an order does not authorize you to use its deposit address for a later exchange.
Use an assigned address only for the order whose instructions supplied it. Do not reuse it or pass it to another customer.
03Late or unexpected payments
An expired payment window does not make a transfer disappear. A late transfer needs reconciliation with the original order and review of the available payout or refund options. The old quote must not be assumed to remain executable.
If you believe you sent on time but the status is expired or pending, provide the transaction ID. Support must check the actual blockchain evidence rather than rely only on a screenshot or your device’s clock.
04Underpayments and overpayments
For an underpayment, support can review whether an additional transfer or another resolution is appropriate. Do not top up an expired, cancelled, or review-held order without instructions.
For an overpayment, the excess must be identified and reconciled. It does not automatically increase the RMB payout. Any changed exchange amount or proposed return should be explained and agreed before action.
05Wrong token, network, address, or recipient
Contact support immediately with the order reference and transaction details. A wrong-network or wrong-token transfer may not be recoverable. A transfer to an address outside our control cannot be reversed by this website. Recovery must never be promised before the circumstances are checked.
If recipient details are wrong, ask support to stop the payout as soon as possible. A change requires verification and confirmation. If RMB has already been sent, recovery depends on the receiving route and parties involved and may not be possible.
06When a refund can be considered
A refund may be considered when a funded exchange cannot proceed, when an agreed cancellation is possible before payout, or when a payment discrepancy requires a return. Support must first establish the funds received, ownership or authority, payout state, and any outstanding review or lawful restriction.
If an AML/KYC review is needed, the request follows our review policy. A legal hold may prevent an immediate return; this is distinct from an ordinary service delay.
07Verifying the return destination
Refund instructions must be authenticated through the customer’s established contact and order records. We do not accept an unrelated third party’s request to redirect funds.
The original source should be verified. If funds came from a custodial exchange or another shared sending wallet, sending directly back to the on-chain sender may fail to credit you. A suitable return address and network must be verified before any transfer. Never send a return address only through an unsolicited message.
08Refund amount, costs, and timing
Support should explain the proposed return amount, supported network, any actual necessary transfer or recovery cost, and the expected next step before processing. No blanket percentage penalty is imposed by this policy. Refund deductions must not exceed the actual applicable costs of the return.
There is no guaranteed universal refund time. It depends on completed verification, the payment route, network availability, any recovery work, and lawful restrictions. Ask for a case-specific estimate and an update if it changes.
09If a payout or refund remains unresolved
Keep the order reference, transaction IDs, correspondence, and relevant receipt. Send a concise account of what happened and what remains missing to support@extentexchange.com. A receipt or completed label should not prevent you from reporting that the intended recipient has not received the funds.
This policy works with the Exchange RulesRefunds and does not exclude rights or obligations that cannot be excluded under applicable law.
Quote your order reference when contacting support@extentexchange.com. Keep your private order link and sensitive documents out of public messages.