At Paybis, we strive to process every transaction as quickly and accurately as possible. However, if you need to cancel a transaction or request a refund, please review the steps and timelines below to understand how the process works.
Can I cancel a transaction?
Once a cryptocurrency transaction has been confirmed on the blockchain, it cannot be reversed or cancelled.
However, if your payment is still pending (not yet completed), there may be a short window during which cancellation is possible.
You may be eligible to cancel if:
Your payment has not yet been processed by our payment provider.
The transaction has not yet been sent to the blockchain.
You have initiated the wrong transaction type (e.g., wrong payment method).
If you believe your transaction meets these criteria, contact our support team immediately using the live-chat or send us a message to support@paybis.com from your registered email address.
Refund process overview
Refunds can only be issued in specific cases, such as:
Payment errors or failed transactions
Transactions cancelled before processing
Important: Refunds are always sent to the original payment source (e.g., same card, wallet, or bank account). We cannot redirect refunds to a different account or wallet for compliance reasons.
Refund timeline
| Payment Method | Refund Processing Time | Notes |
|---|---|---|
| Credit/debit card | 1-72 business hours or more | Time depends on your bank or card issuer. |
| SEPA & SWIFT Bank transfer | 3–7 business days | Subject to banking hours and country. |
| E-wallet (e.g., Skrill, Neteller) | 24-48 hours | Typically processed faster. |
| Cryptocurrency | 24 hours | Applicable for Sell transactions in case payout is not possible |
Once a refund is initiated, you’ll receive an email confirmation with transaction details.
Steps to request a refund or cancellation
Locate your transaction
Go to our Widget dashboard and find the transaction in question.-
Check its status
Pending: Eligible for possible cancellation.
Completed: Contact our support team for clarifications
-
Submit a request
Use our support form and include:Transaction ID or order number
Payment method used
Reason for refund or cancellation
Wait for confirmation
Our team will review your request and confirm eligibility as soon as possible (usually within 15 minutes)Receive refund (if applicable)
Once approved, the refund will be processed within the timelines listed above.
Need more help?
If you’re unsure whether your transaction qualifies for a refund or cancellation, please reach out to us at support@paybis.com or initiate a live chat from the widget so we can help.
Our support team is available 24/7 to assist you.