How to handle unresolved invoices

A payment that is in unresolved status must be authorised, otherwise the funds will be suspended.

The unresolved status may be changed to the other two statuses - completed or refunded - depending on which option the merchant will select. Both statuses are final and cannot be changed to the other statuses in the future.

The update of the payment status from unresolved to completed means that the payment has been completed and the funds have been credited to the merchant balance and the merchant can in turn replenish the balance of his customer on his side.

Updating the payment status from unresolved to refunded means that the entire amount of cryptocurrency received will be credited to the merchant account balance or sent back to the merchant wallet (depending on which option the merchant has chosen) and such payment cannot be considered as successfully completed.

You can update the status of a payment from unresolved to completed or refunded in two ways - manually from your account in the Transaction History section or automate this process on the Cryptopay side by selecting the appropriate settings in the Integration > API section.

Manual update of the payment status

To update the payment status manually, you will need to go to the Transaction history page in your account and find the payment you need.

To do so, use the search fields and filters available on the Transaction history page.

In the search field at the very top of the page, you can insert the address to which the customer has sent the cryptocurrency, or TXID of the cryptocurrency payment. Our system will perform a database search to find out if we have registered such a payment and will give you the result. Alternatively, you can search the reference number of the payment by inserting it into the custom_id field in the table below. Alternatively, you can display a list of all unresolved payments with the context you need by selecting the required filters.

After the right payment has been found, click on it to reveal its details. On the right, in the form of payment details, you will see all the events that have taken place with the payment so far.

At the bottom you will see two buttons - “Recalculate” and “Refund”. Press the button you need to get the result you want.

Important: only one option is available for the Overpaid context in case of manual update of the payment status - Refund. In this case, not the entire cryptocurrency payment will be refunded, but only the extra amount.

Recalculate

The incoming transaction will be recalculated at the new exchange rate. The invoice will change its status to completed.

Refund

The incoming transaction will be refunded to the merchant’s cryptocurrency account or to an external wallet address. The invoice will change its status to completed or refunded depending on the invoice status context:

• underpaid > Refund > refunded

• paid_late > Refund > refunded

• overpaid > Refund > completed

Automatic update of the payment status

You can also configure how to handle your unresolved invoices automatically on the Integration → API page in your account:

Action	status_context	Outcome	The final status will be
Automatic recalculation at a new exchange rate and settlement	underpaid overpaid paid_late	The received cryptocurrency transaction amount will be recalculated at a new exchange rate, and a new invoice amount will be settled	completed
Automatic refund to a cryptocurrency account	underpaid	The full cryptocurrency transaction will be credited to the merchant’s cryptocurrency account on Cryptopay e.g. BTC to Bitcoin account	refunded
	overpaid	The initial invoice amount will be settled. The cryptocurrency overage will be credited to the merchant’s cryptocurrency account on Cryptopay e.g. BTC to Bitcoin account	completed
	paid_late	The full cryptocurrency transaction will be credited to the merchant’s cryptocurrency account on Cryptopay e.g. BTC to Bitcoin account	refunded
Do nothing, I will handle them myself	underpaid overpaid paid_late	You'll have to manually resolve the invoice by either recalculating or refunding it, which can be done in the account or via API	completed or refunded

We highly recommend using this automation and selecting the option "Automatically recalculate at a new exchange rate and settle" for all three unresolved contexts. This way, all your payments will be automatically assigned with the completed status, regardless of whether the payment is made late or the wrong amount has been sent to this payment. This can save a lot of time for your Support/Payment/Reconciliation teams and your customers without having to spend on communication and manual updating of the payment status.