For the complete documentation index, see llms.txt. Append .md to any page URL for its markdown version.

How refunds are triggered, who is in the flow of funds, and where liability sits.

A refund happens when the customer cancels the transaction, when Banxa cancels due to unacceptable risk (fraud, AML, sanctions), or when enhanced verification is not completed by the customer. High-risk cancellations are immediate; incomplete-verification cases can have a delay between payment and refund.

• Refunds are always for the full amount, returned to the original payment method. Partial refunds are not supported.
• You are never in the flow of funds: the customer paid Banxa, Banxa refunds the customer, and no crypto is delivered.
• You are notified via a cancelled webhook when Banxa initiates a refund. How quickly the customer sees funds returned depends on their card issuer.

For fraud-flagged cancellations, no funds are captured; the customer may see a temporary authorisation hold that reverts per their bank's normal timeframe.

• Banxa, as merchant of record, handles and contests chargebacks. Partners are not in the flow of funds and do not absorb chargeback costs.
• A customer can raise a chargeback on an accepted payment within 120 days.
• Customers cannot contest a payment that Banxa declined or refunded.
• There is no chargeback webhook or API endpoint. When a chargeback is processed you receive a cancelled webhook and a note appears in the merchant dashboard. Periodic chargeback CSV reports are available on request.

The disclaimer requirement exists to reduce chargebacks: see Third-Party Disclaimer.

• Bank or issuer decline, including insufficient funds
• Failed 3DS card authentication
• Name or date-of-birth mismatch against the ID document, routing the order to manual review
• Fraud, PEP, or sanctions screening
• Order expiry: payment not received within the payment window

When escalating a failed order to support, provide the order key and, if possible, the customer email.