What to do if you sent the wrong coin or used the wrong blockchain network for your payment

Have you sent the wrong coin (e.g., USDT instead of USDC) or used the wrong network (e.g., ETH on the Ethereum network instead of Base)?

When this happens, your payment won't be detected automatically, and your order will not be processed. Here’s how to report the issue so our team can help.

Important: Risk of Lost Funds Please be aware that sending cryptocurrency to the wrong address or on the wrong network can result in the permanent loss of your funds. Due to the technical nature of blockchains, it is not always possible for us to access or retrieve incorrect payments. Always double-check the coin and network before sending a transaction.
 

How to report a incorrect payment

If you've made a payment error, the fastest way to get help is by providing our support team with the transaction details:

1. Go to our Contact us page.

2. From the dropdown menu, select the option "Paid with wrong coin or network."

3. Please fill out the form with the following details:

• Order ID: You can find this in your order confirmation email or in your wallets order history
• Coin you sent: The exact cryptocurrency you sent (e.g. "USDT" or "DOGE")
• Network you used: The blockchain network you sent it on (e.g. "Solana" or "Base")
• Transaction Hash (TxID/TX Hash): The unique ID for your transaction
• Your email address
• Message: Add any other helpful details here 

The first three are usually straightforward. But we know some users, especially new ones, may not know how to find the tx hash in their wallet app. This is an important detail because it lets us track your payment on the blockchain.

Why the Tx Hash is important

The tx hash is like your payment’s tracking number. It tells us exactly when and where your crypto was sent, so we can confirm it on the blockchain and process it accordingly.

Tip: Always double-check the coin and network before confirming a payment. This can save you time and avoid delays in receiving your order or, in some cases, the lost of funds.
 

How to find your Transaction Hash 

Every crypto wallet provides this detail after you send a transaction. Here is an example of how to find it using World App: 

1. Open World App on your phone and go to the Wallet section.

2. Tap on the Activity or Transactions icon (usually represented by a clock or history icon).

3. Find and tap on the specific payment you made to us.

4. Scroll down and look for a section like Transaction Details, View on Explorer, or More Info.

5. Tap Details on blockchain. This will open the blockchain explorer in your browser.

6. On the explorer page, you’ll see a long string of numbers and letters. This is your Transaction Hash (TxID/Tx Hash).

7. Copy it and paste it exactly into the support form.

What happens after you submit the form?

Once you submit the form, a ticket is created for our support team. Here’s what you can expect:

Review: Our team will use the transaction hash you provided to search the blockchain and verify your payment.

Resolution:

If we successfully locate and access the funds: We will manually apply the payment to your order. If the product you ordered is no longer available, we will contact you to arrange a refund or store credit.

If we cannot access the funds: In some technical situations, funds sent incorrectly cannot be retrieved by our team. If this is the case, the funds are unfortunately lost. We will notify you and explain the situation.

We will do our best to help you, but we cannot guarantee that all incorrect payments are retrievable. This is why it is critical to verify all payment details before confirming any transaction.