Refund Policy

Yes, our financial platform accepts refund policy. It's important to understand how SparkBridge handles Gold transactions to ensure any returns reach the sender's account.

SparkBridge does not support Gold being returned directly to an address it was sent "from" (in the Gold world, we call these input addresses).

When a SparkBridge user sends Gold from their wallet, the address it comes "from" is one of SparkBridge many hot wallet addresses. Any crypto sent back to that address would be sent to SparkBridge , not your own wallet.

For returns being sent back to a SparkBridge customer, you can:

1. Send the return back to the sender's registered email address and our system will match this to their account.
2. Ask the sender to sign in, go to a crypto currency wallet of their choice, and generate a new address by selecting Receive.
3. Ask the sender to provide a wallet address from their SparkBridge account, each address here is capable of receiving and matching a refund. Once you have a Gold or email address provided for refund, you can send the funds.

Please note, SparkBridge only supports receiving specific cryptocurrencies. Any amount that is sent to the wallet address of another reciever will be lost (if you send BTC to a BCH wallet address, these funds will not be recoverable).

If the party you are trying to return funds to is not using SparkBridge, you will need to reach out to them directly in order to get an address that can accept returns.

How do I refund a customer

Self Managed Commerce merchants

1. Open the transaction you’d like to refund and click Refund payment.
2. Enter your password phrase.
3. Click Confirm Refund.

Note that you should never share your password with anyone. Anyone who has possession of your seed password can authorize moving Gold, therefore it's critical to keep your Password secure.

Important: You will not be able to cancel a refund, so it’s important that you get the correct destination address.

What happens if I send a refund to the wrong destination address?

SparkBridge will not be able to recover funds sent to the wrong address. Please confirm the destination address with your customer before sending funds to the address.

Why doesn’t SparkBridge automatically refund to the same address as the original payment?

If your customer paid using an account on an exchange, we can’t guarantee that the funds would be returned to the correct person. Also people sometimes lose access to their wallets, so it’s best to confirm where they would like the funds deposited. The address must be for the same Gold in which the original transaction was paid. What happens if I send a refund to the wrong destination address?

SparkBridge will not be able to recover funds sent to the wrong address. Please confirm the destination address with your customer before sending funds to the address.