About Users Paying with a Currency and Blockchain Network That Do Not Match the Order
Logic for Detection:
Merchants will receive a callback with Biztype=PAY_UNRESOLVED
and errorType=address_error_currency; address_error_chain; fix_error_currency; fix_error_chain to determine that the user paid with a currency and blockchain network that do not match the order.
Handling Steps:
Once it is determined that the currency and network do not match, the funds will not be credited to the merchant side and will be temporarily held on the Gate public chain address. The subsequent process depends on the currency and chain used by the user:
- If the currency and chain are supported by Gate Pay, you can manually complete the order via the merchant backend by providing the transaction hash and the Gate order number. After crediting, you can view the record in Merchant Backend → Balance → Transaction Logs. You can also process a refund.
- If the currency/chain is not supported by Gate Pay but is supported by Gate Exchange: A fee equivalent to 20 USDT will be deducted from the on-chain confirmed assets, and the remaining assets will be returned.
- If the currency is not even supported by Gate Exchange, we generally will not process it or return it. Provided that the total value of the currency paid by the user exceeds 100 USDT and it is confirmed to be a safe token, the user can first pay a 20 USDT fee to Gate, and we will then assist in a full refund to the user.
For the detailed manual order completion process, see the Gate Pay Abnormal Payment Handling Guide.
About Risk Order Handling Process
Logic for Detection:
Merchants will receive a callback with biztype=PAY_UNRESOLVED
and errorType=address_risk_address; fix_risk_address.
Handling Steps:
Risk funds will not be credited to the merchant and will be temporarily frozen. If a refund is needed, the merchant should initiate a refund in Merchant Backend → Transactions → Payment Orders → Abnormal Payments and contact the Gate Pay account manager:
1. Depending on the risk fund situation, compliance may require the merchant to cooperate with the following:
a. Compliance requires the merchant to provide the payer's information (including but not limited to name, nationality, purchased goods, etc.);
b. The merchant must provide evidence of notifying the user to refund (screenshots of SMS, email, etc.).
2. Gate Pay Compliance will review the information, assess the risk level, and return the risk funds via the original channel (review period: within 3-5 business days).
Note: The payer's address has been marked by Gate Pay as a risk address. Any subsequent payments from that address will also be blocked, and no further refunds will be processed.
About Users Paying to a Recycled Address That Has Been Reassigned to a New Merchant
When a dynamic address is matched to an order, the binding between the address and the order lasts for 30 days. After 30 days, the address is recycled and reassigned to a new order, bound to a new merchant. In this case, if the user pays to that address, the funds will be credited to the merchant now bound to the address. The user needs to proactively report this to their merchant, who will then contact Gate Pay to verify. If the situation is confirmed, Gate Pay will help contact the newly bound merchant to process a refund.
However, if the newly bound merchant has already settled the funds to their downstream users, the funds may not be recoverable, and the loss will be borne by the original payer. Merchants should strongly remind users about the validity period of addresses and the potential for loss of funds.
(If the address has been recycled but not yet assigned to a new merchant, you can contact Gate Pay to manually complete the order.)
About Paying to a Deleted Static Address
The merchant will receive a callback with bizType=FIXED_ADDRESS_RISK and bizStatus=RISK_ADDRESS. This means the static address has been compromised and can no longer be used. The merchant should immediately delete the corresponding static address. If a user subsequently transfers funds to that address, the funds will not be credited.
Logic for Detection:
The merchant receives bizType=PAY_UNRESOLVED and errorType=fix_delete, meaning the user paid to a deleted static address.
Handling Logic:
- If the address was not compromised but was voluntarily deleted by the merchant, the merchant can manually complete the order in Merchant Backend → Transactions → Payment Orders → Abnormal Payments.
- If the address was deleted because it was compromised, manual order completion is not possible. You must contact Gate Pay for a refund via the original channel.
Disclaimer
The content provided herein is for reference and educational purposes only and does not constitute any financial, investment, trading, or legal advice, nor does it constitute an offer or solicitation to buy or sell any digital assets. Gate makes no express or implied representations or warranties regarding the accuracy, completeness, or timeliness of the information contained herein. Product features, interfaces, rules, and fee structures may be updated or adjusted at any time. Please refer to the latest announcements and the actual information displayed on the Gate platform for the most accurate details.
Digital asset investments involve significant risk, and prices may fluctuate substantially. You may lose the entire amount of your investment. Please make decisions cautiously based on your own financial situation and risk tolerance after fully understanding the associated risks. If necessary, you are advised to consult an independent professional financial or legal advisor.
For more information about potential risks, please refer to Gate's Risk Disclosure and User Agreement.
