Sent less than the order asked for

A deposit that does not match the order stops it. The exchange does not silently resize itself to whatever arrived, because the amount you accepted is part of the quote you agreed to. A person reconciles the difference with you, and the pause has exactly two exits: the swap goes through on agreed terms, or the money goes back to an address you control.

Below the minimum is a different case

If what arrived is under the direction’s minimum, the order cannot execute at all. Our terms return it on request to support, within seven business days of the deposit confirming, minus the network fee. There is one hard edge: a deposit smaller than the network fee itself cannot be returned, because sending it back would cost more than the deposit is worth. That is arithmetic rather than policy.

Why the network fee is withheld

Returning funds is itself a blockchain transaction, and it costs what that network charges. That cost comes out of the amount being returned because there is nowhere else for it to come from. It is a rule of the chain rather than a charge of ours.

Do not send a second transfer to top it up

Topping up a stopped order with another transfer usually creates a second problem rather than solving the first, because the order is already waiting on a decision. Write first, send second — support will tell you whether a top-up helps this particular order.

What to gather before writing

  • The order id, from the address bar of your order page.
  • The transaction hash of your deposit, copied from your wallet or from a block explorer.
  • The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
  • The address you sent from, and a wallet you still control to receive a return.

What to do now

  1. Open your order page. It is the single place the status is true, and it updates itself.
  2. Write to support with the evidence above. A person answers within 24 hours.
  3. None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.

Open your order Message @swappsy