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Refund Policy

If USDC has been deducted from your wallet but the local payment option was not completed, you are eligible for a refund. We understand this is frustrating and apologize for any inconvenience.

When You're Eligible for a Refund​

You can request a refund if:

  • ✅ USDC was deducted from your Solana wallet
  • ❌ Local payment was NOT completed (recipient didn't receive funds)
  • ✅ Transaction shows as failed or incomplete in your dashboard

How to Request a Refund​

Step 1: Contact Support​

Reach out to our support team through one of these channels:

Option 1: Tawk.to Support (Integrated in App)

  • Open the reply.cash app
  • Look for the support chat widget (usually in the bottom right corner)
  • Click to start a conversation with our support team

Option 2: Discord

  • Join our Discord server: discord.gg/x8cnwh3g25
  • Post in the support channel with your refund request
  • Our team monitors Discord regularly

Step 2: Provide Required Information​

When contacting support, please include the following details:

  1. Transaction Hash

    • The unique transaction hash from your Solana wallet
    • You can find this in your wallet's transaction history
    • Format: A long string of letters and numbers (e.g., 5j7s8K9m2nP4qR6tU8vW0xY2zA4bC6dE8fG0hI2jK4lM6nO8pQ0rS2tU4vW6xY8z)

  2. Payment Country

    • The country you were sending to (e.g., Kenya, Nigeria, Ghana, Uganda, etc.)

  3. Payment Method

    • The payment method you selected (e.g., M-Pesa, Airtel Money, MTN Mobile Money, Bank Transfer, etc.)

  4. Additional Details (Optional but Helpful)

    • Amount sent
    • Recipient phone number or account details (if applicable)
    • Screenshot of the failed transaction
    • Any error messages you received

Step 3: Support Ticket Processing​

Once you submit your refund request with the required information:

  1. Support Ticket Created: Our team will create a support ticket for your refund request
  2. Review Process: We'll verify the transaction and payment status
  3. Refund Processing: If eligible, your refund will be processed
  4. Confirmation: You'll receive confirmation when the refund is complete

Typical Processing Time: Refunds are typically processed within 24-48 hours after verification.

Important Notes​

Apology for Inconvenience​

We sincerely apologize for any inconvenience this may cause. We understand that your wallet may need to make a payment now, and we're working to resolve refund requests as quickly as possible.

Streamlined Refund System Coming Soon​

We're actively working on a more streamlined refund system that will:

  • Automatically detect failed transactions
  • Process refunds more quickly
  • Provide better status updates
  • Reduce the need for manual support tickets

This will make the refund process faster and more user-friendly in the future.

What Happens After Refund​

Once your refund is processed:

  • USDC will be returned to your Solana wallet
  • You'll receive a confirmation notification
  • The transaction will be marked as refunded in your dashboard
  • You can retry the payment if needed

Preventing Payment Failures​

To reduce the chance of payment failures:

  • ✅ Verify recipient details before sending (phone number, account number, etc.)
  • ✅ Check transaction limits for your selected country and payment method
  • ✅ Ensure sufficient balance (USDC + SOL for gas fees)
  • ✅ Stable internet connection during transaction
  • ✅ Verify payment method is supported in recipient's country

Frequently Asked Questions​

How long does a refund take?​

Refunds are typically processed within 24-48 hours after we verify your transaction and confirm the payment failed.

Will I get a full refund?​

Yes, if your payment failed and USDC was deducted, you'll receive a full refund of the USDC amount that was deducted.

What if the recipient received the payment but I still want a refund?​

Once a payment is successfully completed and the recipient has received the funds, refunds cannot be processed. This is because the funds have already been settled on local payment rails. If you sent to the wrong recipient, you'll need to contact them directly.

Can I cancel a refund request?​

Yes, you can cancel a refund request by contacting support before the refund is processed. Once processed, the refund cannot be reversed.

What if I don't have my transaction hash?​

If you don't have your transaction hash, you can:

  • Check your Solana wallet's transaction history
  • Look in the reply.cash dashboard for transaction details
  • Contact support with other identifying information (amount, date, recipient details)

See Also​

Need Immediate Help?​

If you need immediate assistance with a refund request:

  • Discord: discord.gg/x8cnwh3g25 - Fast community support
  • Tawk.to: Open support chat in the reply.cash app
  • Response Time: Our team typically responds within a few hours during business hours

We're committed to resolving refund requests quickly and fairly. Thank you for your patience as we work to improve our refund system.