You sent the wrong amount for a crypto order
Sending the wrong figure feels like losing the money. In most cases it is the recoverable kind of mistake — but only if you do the right thing before contacting support.
SHORT ANSWER
If you sent the wrong amount, the money is not lost — it arrived in the merchant's wallet, it just did not match your order automatically. Find your transaction hash, then contact support with the hash and your order number. Do not send a second payment before hearing back, and do not place a new order for the same item.
Why the amount had to be exact
Blockchain transfers do not carry a reference field the way a bank transfer does. A merchant receiving every customer's payment into one wallet therefore needs another way to tell which transfer belongs to which order — so each open order is quoted a slightly different figure, with the trailing cents acting as the identifier.
That is why $25.36 and $25.00 are not equivalent. The system is not being pedantic about a few cents; it has lost the only thing that linked the transfer to you.
What to do, in order
- 01Find the transaction hash. In your wallet or exchange history it may be labelled TxID, transaction ID, or hash. It is a long string of letters and numbers and it is the proof of what you sent.
- 02Do not send another payment. A second transfer creates a second unmatched payment and makes the situation harder to unpick, not easier.
- 03Do not place a new order for the same item. It will be quoted its own amount and you will end up owed a refund on one of them.
- 04Open a support ticket with three things: the transaction hash, your order number, and the amount you actually sent.
- 05Leave the original order open if you can. Support can usually settle the existing order by hand rather than creating a new one.
Sent too much, or too little
| What happened | Typical outcome |
|---|---|
| Sent slightly more than quoted | Order settled by hand; overpayment refunded or credited |
| Sent slightly less | Order settled once you send the difference, or refunded on request |
| Exchange fee deducted from the amount | Very common; treated as an underpayment and resolved the same way |
| Sent the right amount but for an expired order | Reissued against a fresh order by support |
The last row is worth noting because it catches people out. Payment windows expire — often after 30 minutes — and a transfer that lands after expiry is still received, it just has no open order to attach to. Same fix: hash plus order number.
Avoiding it next time
- Copy the amount rather than typing it. Most payment pages have a copy button for exactly this reason.
- Check whether your exchange deducts its withdrawal fee from the amount sent. If it does, increase the send figure so the received amount matches.
- Send from a wallet rather than an exchange where possible — fewer deductions and fewer surprises.
- Start the transfer promptly. Sending in the last minute of a payment window risks confirming after expiry.
Common questions
Where do I find my transaction hash?
In your wallet's transaction history, or in your exchange's withdrawal history, usually labelled TxID or transaction ID. It is a long alphanumeric string. Opening it on a block explorer shows the amount, the destination and the confirmation time.
Should I send a second payment to make up the difference?
Not before contacting support. An unsolicited second transfer creates another unmatched payment. Ask first — the merchant will normally tell you whether to top up or whether they will settle the order as it stands.
What if the merchant does not respond?
You have the transaction hash as proof of payment, but crypto transfers have no chargeback mechanism, so there is no way to force a reversal. This is why it is worth testing an unfamiliar seller with a small order before a large one.