Can I send a refund or returned payment to an external crypto wallet?

Updated

Who this is for: Reap clients who want to send a refund or returned payment to an external crypto wallet instead of their Reap balance.

What this article covers: When this is possible, which scenarios qualify, and how to request it.

Overview

Reap follows a "what comes in, comes out" principle. The same crypto asset you used for a payment is the asset that can be returned. Sending a refund or returned amount to an external crypto wallet is possible in specific scenarios, but it requires contacting support and completing a whitelisting process first.

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Before you start

Have the following ready before contacting support:

  • The payment ID of the relevant Reap Pay transaction (starting with pid_), you can find this in the Payment Details sidebar.
  • The external crypto wallet address you want the funds sent to
  • Your UBO or PPTA available to complete 2FA verification, which will be initiated by the Reap support team

When can I send funds to an external wallet?

There are two situations where you can request funds to be sent to an external crypto wallet:

Your Reap Pay payment bounced back. If your payment failed or was returned by the recipient bank, the funds automatically come back to your Reap Pay wallet balance. If you want those returned funds sent to an external wallet instead, contact support to arrange this.

You want to withdraw your crypto collateral. Sending crypto collateral out of Reap to an external wallet follows the same process. The asset returned will always match what you originally deposited -- USDC returns as USDC, USDT as USDT.

How to request a transfer to an external wallet

You cannot initiate this directly from the dashboard. To request a transfer, contact the Reap support team and include:

  • Your payment ID (starting with pid_) for the relevant transaction
  • The external crypto wallet address you want the funds sent to
  • The reason for your request (bounced payment or collateral withdrawal)

Once you reach out, the support team will:

  1. Initiate 2FA verification to confirm your identity
  2. Complete the whitelisting of your wallet address -- a security step where Reap reviews and approves the destination wallet before any funds are sent
  3. Process the transfer once the wallet is approved

Frequently Asked Questions

Can I request this if the original payment was not made through Reap Pay?

No. Reap can only process external wallet transfers for transactions originally made through Reap Pay.

What happens to my funds while waiting for whitelisting?

For bounced payments, funds return to your Reap Pay wallet balance automatically while the whitelisting process is completed.

Can I use any external wallet address?

Only wallets that pass Reap's review and whitelisting process. The wallet must also be compatible with the crypto asset being returned.

Which crypto assets can be sent to an external wallet?

The asset returned will always match the asset originally used -- USDC for USDC, USDT for USDT.

What information do I need when contacting support?

Have ready: your payment ID (starting with pid_), the external wallet address, and the reason for your request (bounced payment or collateral withdrawal).

Which blockchain networks do you support for crypto withdrawals?

We currently support withdrawals on four networks: Ethereum (ERC-20), Tron (TRC-20), Polygon PoS, and Solana (SPL). Make sure your external wallet address is compatible with the network your asset is on.

Contact our Support Team

If you have questions or need assistance, contact our support team via the Live Chat in the Reap Dashboard (bottom right corner) or email us at hello@reap.global

For more information, visit Know who to talk to at Reap.

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