Refunds

When a refund happens

Situation	What happens
The payer paid, but no matching order exists in TransFi	Refunded
The payer paid and the order exists, but the funds never reached TransFi	Refunded once reconciled
The payer paid, but the payment failed compliance checks	Refunded — see below
A payout couldn't be completed	Money returns to your balance; `fund_failed` / `asset_settle_failed`

Refunds of crypto payments are processed automatically. Automatic refunds of fiat payments — Coming soon; today they're processed by TransFi support.

Requesting a refund

Refunds are initiated by TransFi support from the admin dashboard, on request. Ask your account manager or [email protected] with:

The orderId
The payer's payment confirmation — this lets us reconcile with our partners before refunding
In some cases, the payer's bank account number and original payment method

The money goes back to the account it came from, in the currency it was paid in.

Compliance name check

Every incoming payment is name-checked: the name on the sender's bank account against the name on the TransFi user.

Match score	Outcome
Below 0.45	Declined and refunded
0.45 – 0.70	Manual review — compliance asks the user for supporting documents
Above 0.70	Passes

If the user doesn't respond to a compliance request within 3–4 days, the order is rejected. You'll see NAME_NOT_MATCHED on the webhook for these.

→ Orders & Statuses · Errors