FAQ

Answers to frequently asked questions.

Why is the order under manual review? What is the manual review process?

A small subset of orders require a manual review, triggered by Swapped.com's anti-fraud system. Review decisions are completed within 10 minutes, in times of extreme load it can be up to 30 minutes.

How are chargebacks handled? 

In case of payment chargebacks, Swapped.com manages the dispute process on the merchant's behalf. Upon receiving a chargeback notification, Swapped.com automatically restrict the user's access to future transactions and notifies the merchant for their records. Swapped.com's chargeback policy includes no merchant penalties or associated fees. However, KYC may be requested as part of Swapped.com's data-sharing agreement.

How are refunds handled?

Refunds are issued when the merchant returns the cryptocurrency to Swapped.com. Upon request, the merchant will be provided with a crypto wallet & must send the crypto to Swapped.com's designated address. Once received, Swapped.com processes the refund back to the user's original payment method.

Refund Processing

Refunds typically take 24 hours but may take up to 5 business days depending on the payment method used.