Context:
My user made a withdrawal to another exchange and the funds were rejected and returned. The funds were returned to a wallet address where the withdrawal was made from, but the user is not able to locate this particular fund in the Exchange account.
All the exchanges in the Saas system share the same ChainUp wallet address.
Why did this happen?
It is usually due to the restrictions on the other exchanges. Users and merchants are advised to check why they are not accepting.
Note: Due to security reasons, we can only release the funds after 7 working days when no other requests have been made for the particular funds.
Materials Required:
Kindly provide us with the following information so that we can assist you with withdrawal of the funds back to your user's Exchange deposit address.
- Affected user's UID
Affected user's deposit address on your Exchange
Affected Transaction IDs
When funds were transferred out
When funds were transferred in
4. Screenshots of affected transaction
From the backend
From the other exchange
Once verified after 7 working days, we will release the funds in the form of airdrop. That means neither you nor your user have to incur a fee to receive the funds.