A cryptocurrency refund is a new outgoing payment, not a reversal of the original blockchain transfer. Use the Crypto Pay payment record to review the amount, destination and accounting result before confirming a refund.

Review the payment first

Open PD Modules → PD Crypto Pay → Payments → Details & timeline for the intended payment. Check its invoice, received amount, any prior refunds and whether surplus has already become account credit. Do not refund an amount twice because the original invoice and a module request are separate records.

Confirm the destination directly with the customer through your established support process. A detected sender address is not necessarily a usable refund address; an exchange withdrawal can originate from an address the customer does not control. Check the exact asset and network for the intended recipient.

Prepare the refund

1. Choose Refund this payment on the payment details.
2. Review Refund to this address instead of accepting a detected value without checking it.
3. Review Amount to refund, the amount already refunded and what remains. Check whether account credit limits the amount offered here.
4. Choose After refunding, the service should be deliberately. Leaving it as it is does not suspend or cancel the service automatically.
5. For a hot wallet, review the spending safeguards, any required passphrase or second approval, and the network funds needed for costs before confirming a send.
6. For a watch-only wallet, send from the wallet that holds the keys, then use I have sent it — record the refund with the actual transaction reference. Recording the refund does not broadcast it for you.

Do not retry an uncertain on-chain send until you have checked the wallet and transaction record. A timeout is not proof that no refund was sent.

Check the platform accounting

The module records the refund against the WHMCS invoice and, for a full refund, marks the invoice Refunded. A partial refund leaves the invoice Paid with the refund recorded. Check the actual transaction and invoice status as separate results, particularly if an error appears: a refund entry may exist even when WHMCS returns an error. A later partial refund must be limited to the remaining refundable amount.

WHMCS’s Refund through Gateway action has no field for the required crypto destination. Use Crypto Pay’s refund workflow for the crypto send, and the appropriate WHMCS option when recording a refund already made another way.

Reconcile refunds made elsewhere

If you already refunded by account credit, bank transfer or an external transaction, use the appropriate WHMCS record and review the module’s note before another crypto send. A bookkeeping record and an actual blockchain payment are different actions.

Keep only the references and redacted results needed for support. Never send a wallet key, recovery phrase or spending passphrase in a ticket.

See the PD Crypto Pay guide for WHMCS for related tasks, or explore the module.