> ## Documentation Index
> Fetch the complete documentation index at: https://0xramp-docs.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Failed Trades and Refunds on 0xramp — Resolution Guide

> What to do when a buy or sell order fails on 0xramp: how refunds work in a non-custodial protocol, timelines, and what to send support.

0xramp is a non-custodial protocol — it never holds your funds at any point during an order. This means there is no central fund pool from which refunds can be issued automatically. If something goes wrong, the resolution path depends on exactly what stage your order reached when the issue occurred. **Keep your order ID for any support request** — it is the key piece of information needed to investigate and resolve your case.

## Common Failure Scenarios

<AccordionGroup>
  <Accordion title="I paid Pix but didn't receive my crypto">
    First, check your order status in the app — it updates in real time as your order moves through the protocol. On-chain settlement and Pix matching can take up to approximately 6 minutes under normal conditions. If the estimated time has fully elapsed and your order still shows no update:

    1. Note your **order ID** (visible in the app).
    2. Note your **Pix transaction reference** from your banking app.
    3. Contact support with both pieces of information so the team can investigate the correlation between your payment and your on-chain order.

    Do not close or refresh the app unnecessarily while waiting — the status display will update once the match is confirmed.
  </Accordion>

  <Accordion title="My order expired before I paid">
    Every Pix QR code generated by 0xramp has a time limit shown in the app. If that timer runs out before you complete the Pix payment, the order expires and becomes void.

    **No funds were moved** — because you had not yet paid, there is nothing to refund. You can simply place a new order from the start. Make sure you have your Pix payment ready before confirming a new order so you can complete it within the time window.
  </Accordion>

  <Accordion title="I paid less than the required Pix amount (under-deposit)">
    Pix payment matching is exact by design. If you sent a lower amount than what the order requires, the payment may not be matched to your order, and the order may not complete.

    If this happened to you:

    1. **Do not pay the remaining amount** without speaking to support first, as a second partial payment will not automatically fix the situation.
    2. Keep your **order ID** and your **Pix payment reference**.
    3. Contact support with both — the team will advise on next steps based on what stage the order reached.
  </Accordion>

  <Accordion title="I sent crypto but haven't received BRL">
    For sell orders, your crypto is sent on-chain and the corresponding BRL is released via Pix. If you have sent crypto but have not received your BRL payout:

    1. Confirm your transaction is **fully confirmed on-chain** (check the relevant block explorer for your asset).
    2. Allow the full estimated processing time shown in the app.
    3. If BRL still has not arrived, contact support with your **order ID** and your **on-chain transaction hash**. The team will investigate the escrow and Pix release status with P2P.me.
  </Accordion>

  <Accordion title="I sent the wrong asset or to the wrong address">
    Blockchain transactions are **irreversible**. Please read the following carefully:

    * **Wrong address (not a 0xramp deposit address):** If you sent funds to an address you do not control and that is unrelated to your order, those funds cannot be recovered. 0xramp and P2P.me have no ability to reverse on-chain transactions sent to third-party addresses.
    * **Wrong asset sent to the 0xramp deposit address:** If you sent an asset that does not match your order (for example, sending ETH instead of USDC), contact support **immediately** with your order ID and transaction hash. Do not place additional orders until this is resolved. Outcomes depend on the specific asset and what the protocol can support — there is no guarantee of recovery, but the support team will do their best to assist.

    Always double-check the asset type and destination address before confirming any on-chain transaction.
  </Accordion>
</AccordionGroup>

## How Refunds Work

Because 0xramp is non-custodial, there is no central fund pool or operator-controlled wallet from which refunds can be issued on demand. The path to resolution depends on what stage your order reached when the problem occurred:

* **Pre-escrow (before crypto was locked):** If your order failed before any funds were committed on-chain, there is nothing to refund — no value moved. You can simply place a new order.
* **In-escrow (crypto locked, Pix not matched):** USDC escrow on Base is managed by P2P.me smart contracts. Resolution requires the P2P.me protocol to release the escrow back to the appropriate address. This is not instant.
* **Post-conversion (assets already converted via NEAR Intents):** If a conversion was partially or fully executed, the resolution path is more complex and will be handled on a case-by-case basis in coordination with the relevant protocol layer.

**When requesting a refund, always provide:**

* Your **order ID**
* A **wallet address you control** (this is where any refunded assets would be sent — never provide an exchange deposit address)
* All relevant **transaction references** (Pix payment reference, on-chain transaction hash)

Refund timelines are not guaranteed and depend on the P2P.me protocol resolution process and on-chain state at the time of the failure.

<Warning>
  Do not expect instant or automatic refunds. The non-custodial design means resolution takes time and depends on on-chain state. There is no single operator who can immediately reverse a transaction — the process involves verifying on-chain data and coordinating across protocol layers.
</Warning>

## Contacting Support

When you reach out to support, please have the following ready:

* **Order ID** — visible in the app on the order detail screen. This is the most important piece of information.
* **Wallet address** — the address associated with your order, and a refund address you control if applicable.
* **Transaction references** — your Pix payment reference (from your bank) and/or the on-chain transaction hash, depending on the type of issue.
* **A clear description** of what happened and at what step.

<Note>
  **TODO:** Support channel link or email address to be added once decided.
</Note>

<Note>
  For issues related to Pix payment matching or escrow release, P2P.me handles the resolution process at the protocol level. 0xramp support will help coordinate with P2P.me on your behalf — providing your order ID ensures the fastest possible investigation.
</Note>