All You Need to Know About Requesting a Refund on Coinhako

All You Need to Know About Requesting a Refund on Coinhako

When should I request a refund?

You may need to request a refund in the following situations:
  1. Inaccurate declaration of the sender’s origin: If the origin of the address used to send crypto is declared incorrectly (e.g. selecting Exchange B instead of Exchange A), your deposit may be rejected. In this case, you can either contact customer support or to request a refund. 
  2. Incorrect or Incomplete Sender Name: If the sender’s name is entered incorrectly, or is incomplete, the deposit may be rejected. You can opt to re-verify the deposit or to request a refund. 
  3. Deposit from a dubious origin: Deposits from addresses that violate Coinhako's policy or local regulations will be rejected. In this case, you will only have the option to request a refund. 

Where will the Refund be sent?

You can choose:
  1. Sender’s address - the original wallet used to send the crypto. Ensure the platform supports refunds to this address before proceeding.
  2. Verified personal wallet - a wallet address that's been added and verified through Coinhako's address book.

How to request a refund?

  1. Go to ‘History’, choose "Wallet History", then select the transaction marked "Verification needed" or "Waiting for refund".
  2. Open "Transaction details", click "Request refund".
  3. Choose the refund destination - you can send the refund to either: 
    1. Sender's address (the original sending wallet)
    2. Verified personal wallet (a wallet added and verified via Address book)
    3. Note: For selected tokens like XRP and XLM, make sure to include the destination tag or memo as required
  4. Once done, select ‘Submit refund request’.
  5. Wait for confirmation. You will receive an email once your refund is complete. You can also track the refund status in your Wallet history.

Why does my refund amount show as 0?

Refunds incur a network fee like any other crypto transaction — if your refund amount is less than the fee, the refunded crypto will be 0. In order to receive the deposit, you must pass deposit verification.

Why was my refund request cancelled?

A common reason is a missing destination tag/memo (e.g., for XRP, XLM). You can restart the refund process from Wallet History by resubmitting the request.

How to verify my non-custodial wallet?

There are two methods of verifying personal wallet:
  1. Connect your wallet - Sign a message to verify your wallet. 👉 Learn more
  2. Verify manually - Send a small amount of crypto to prove ownership. 👉 Learn more

What’s the difference between these two methods?

  1. Connect your wallet: Requires only a message signature.
  2. Verify manually: Requires a crypto transfer.

How do I know if my wallet address has been verified?

You will receive an email confirmation once your wallet address is successfully verified. You can also track the verification status in your Address book.

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