FAQ

Answers to frequently asked questions.

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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 take 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.

What is a payment group?

A payment group is an identifier for a group of payment methods. Instead of using specific method slugs like "apple-pay-extra", use the payment_group as your method parameter value.

How to use it: Pass the payment_group value as the method parameter when generating an iframe URL.

Where to find it: Each payment method returned from the Get Payment Methods endpoint includes its payment_group value.

Documentation:

• iFrame Initialization - Using the method parameter

• Get Payment Methods Endpoint - Finding payment_group values