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

# Failed Trades and Refunds

> What to do when an order fails -- common scenarios, how refunds work, and how to contact support.

0xramp is non-custodial -- there is no central fund pool for automatic refunds. Resolution depends on what stage your order reached. **Keep your order ID** (visible in [Activity](/activity)) for any support request.

## Common scenarios

<AccordionGroup>
  <Accordion title="I paid but didn't receive my crypto">
    Check your order status in the app -- it updates in real time. Settlement can take up to 6 minutes. If the estimated time has passed with no update, contact [support on Telegram](https://t.me/zeroxramp) with your **order ID** and **payment reference**.
  </Accordion>

  <Accordion title="My order expired before I paid">
    No funds were moved. The order is void. Place a new order and complete payment within the time window shown.
  </Accordion>

  <Accordion title="I paid less than the required amount">
    Do not pay the remaining amount without speaking to support first. A second partial payment will not automatically fix the situation. Contact [support](https://t.me/zeroxramp) with your order ID and payment reference.
  </Accordion>

  <Accordion title="I sent crypto but haven't received fiat">
    Confirm your transaction is fully confirmed on-chain (check a block explorer). Allow the full processing time shown in the app. If fiat still hasn't arrived, contact [support](https://t.me/zeroxramp) with your **order ID** and **on-chain transaction hash**.
  </Accordion>

  <Accordion title="I sent the wrong asset or to the wrong address">
    Blockchain transactions are irreversible. If you sent to an address you don't control, those funds cannot be recovered. If you sent the wrong asset to the 0xramp deposit address, contact [support](https://t.me/zeroxramp) immediately with your order ID and transaction hash. Do not place additional orders until resolved.
  </Accordion>
</AccordionGroup>

## How refunds work

* **Pre-escrow** (before crypto was locked): nothing to refund. Place a new order.
* **In-escrow** (crypto locked, payment not matched): P2P.me smart contracts must release the escrow. Not instant.
* **Post-conversion** (assets already converted via NEAR Intents): handled case-by-case.

When requesting a refund, provide:

* Your **order ID**
* A **wallet address you control** (not an exchange deposit address)
* All relevant **transaction references**

<Warning>
  Do not expect instant or automatic refunds. The non-custodial design means resolution takes time and depends on on-chain state.
</Warning>

## Contact support

Reach out via [Telegram](https://t.me/zeroxramp). Have ready:

* Order ID (from the [Activity](/activity) page)
* Wallet address associated with the order
* Payment reference or on-chain transaction hash
* A clear description of what happened