1. Overview
1. Overview
A refund or reversal is available only where the applicable transaction, accepted terms and payment records support it.
2. When to raise a request
2. When to raise a request
Raise a request if you believe a duplicate, incorrect or failed payment requires review.
3. Information required
3. Information required
Provide the transaction reference, date, amount and reason through Contact or authenticated Support.
4. Review process
4. Review process
IXF reviews platform records and may coordinate with the applicable payment provider or counterparty.
5. Possible outcomes
5. Possible outcomes
A request may be approved, partially approved, declined or redirected where another settlement process applies.
6. Timing
6. Timing
Processing time depends on the payment method, provider and verification required.
7. Safe communication
7. Safe communication
Never send passwords, OTPs or complete banking credentials in a refund request.
8. Contact Us
8. Contact Us
Use Contact or authenticated Support to ask about a specific payment record.