Refund History

The Refunds feature provides a communication workspace for VASPs to request, review, and track the return of digital assets. It supports refunds linked to an existing Travel Rule request and refunds created without a prior Travel Rule, as long as the Originating VASP is available on the GTR network.

INFO

Please note: GTR is a communication and record-keeping channel only. GTR does not hold funds, sign transactions, or send refunds on-chain. The Beneficiary VASP must complete the refund transaction using its own wallet and internal process.

Why This Matters

When a deposit cannot be kept, compliance teams today track the return through email threads and internal tickets, and API-only customers cannot operate refunds at all. Refunds gives both VASPs one shared record: who asked, who agreed, where the funds went, and when. Typical reasons to refund are an unidentified originator, an incomplete originator Travel Rule, or a screening hit.

Roles

The refund direction is opposite to the original deposit direction.

Role	Responsibility
Beneficiary VASP / Refund Initiator	Received the original deposit, initiates the refund request after receiving the assets, and submits the refund transaction ID.
Originating VASP / Refund Recipient	Reviews the refund request and either accepts it with a refund-to address or rejects it.

Access and Permissions

User role	View refund records	Operate refunds	Manage refund settings	Export records
Main Account	Yes	Yes	Yes	Yes
Power User	Yes	Yes	Yes	Yes
Operator	Yes, read-only	No	View only	No

INFO

Please note: If your subscription has expired, existing refund records remain available in read-only mode. Renew the subscription to perform refund actions.

Guest users do not see the Refund History menu.

Where to Find Refunds

There are two ways to access a refund record.

Refund History

Go to [History & Statistics] > [Refund History] to view all refunds involving your VASP, including:

• Refunds linked to an existing Travel Rule request.
• Refunds initiated without a prior Travel Rule.
• Refunds initiated by your VASP.
• Refund requests received from a counterparty VASP.

Select Detail on a row to open the complete Refund Detail page.

Travel Rule Detail

For a refund linked to a Travel Rule request:

1. Go to [History & Statistics] > [Travel Rule History].
2. Select Detail on the relevant Travel Rule request.
3. Find Refund Record below Travel Rule Status.

A refund icon in the Status column of Travel Rule History indicates that the request has a Refund Record. Select the icon to open the Travel Rule Detail page and jump to the refund section.

Refund Lifecycle

A refund moves through three stages, shown below.

The Refund Record pipeline displays the current stage, the responsible VASP, the timestamp, and how much time has elapsed against the deadline (for example, 14h elapsed / 3-day limit).

Status	Meaning	Next action
Requested	Waiting for the Originating VASP's decision.	Originating VASP selects Accept or Reject within 3 days.
Replied – Accepted	The refund request was accepted.	Beneficiary VASP sends the refund on-chain, then selects Submit Refund Tx ID within 7 days.
Replied – Rejected	The Originating VASP rejected the request.	No further action.
TxID Notified	The refund transaction ID was submitted.	No further action. Use the record for reconciliation.
Canceled	The Beneficiary VASP canceled the refund after it was accepted.	No further action.
Timed out (3-day decision)	No decision was received within 3 days.	No further action.
Timed out (7-day TxID notify)	No refund transaction ID was submitted within 7 days after acceptance.	No further action.

Deadlines at a Glance

Deadline	Starts when	Who must act	If missed
3 days	The refund request is submitted	Originating VASP — accept or reject	Status becomes Timed out (3-day decision). The refund cannot continue.
7 days	The refund is accepted	Beneficiary VASP — submit the transaction ID	Status becomes Timed out (7-day TxID notify). The refund cannot continue.

INFO

Please note: Rejected, canceled, and timed-out refunds cannot be resumed in GTR. Any subsequent refund must be handled through a new manual process.

View and Search Refund History

The Records tab on the Refund History page is the consolidated list of your refund records.

Filter Records

You can filter the list by:

• Refund ID: Enter at least 3 characters from the beginning of the Refund Request ID.
• Travel Rule Request ID: Find refunds linked to a specific Travel Rule request.
• Refund Status: Select one or more lifecycle statuses.
• Date: Filter by the refund initiated date. The default range is the last 30 days.
• Counter VASPs: Enter at least 2 characters of a VASP name.
• Refund Initiator: Show all refunds, refunds initiated by your VASP, or refunds initiated by a counterparty.

Select Search to apply the filters. Select Clear all filters to restore the defaults.

Review the Results

Each row shows the Refund Request ID, linked Travel Rule Request ID when available, Originating VASP, Beneficiary VASP, amount, initiated date, status, and a Detail action. The list shows 10 records per page.

• Select a Travel Rule Request ID to open its Travel Rule Detail page.
• Amount and Initiated Date can be sorted. Select the column heading to switch between ascending and descending.
• Use the copy icon beside an ID or address to copy its full value.
• Select Detail to review the full refund record and available actions.

Examples

Example 1 — the deposit has a Travel Rule. Your compliance team flags an incoming 0.5 BTC deposit because the originator could not be identified. The transfer arrived with a Travel Rule request, so open that request from Travel Rule History and use Option 1. The deposit details are filled in for you.

Example 2 — the deposit has no Travel Rule. A counterparty sends funds without a Travel Rule exchange. Start from [History & Statistics] > [Refund History] > Initiate Refund, answer No, and use Option 2. You select the Originating VASP and enter the deposit details yourself.

Initiate a Refund

Only the Beneficiary VASP can initiate a refund. Main Account and Power User roles can perform this action.

Before starting, confirm that you have:

• The original deposit transaction ID.
• The network and asset ticker.
• The beneficiary address that received the deposit.
• The amount to refund.
• A reason for the refund.
• The Originating VASP name if there is no prior Travel Rule.

Option 1: Initiate from a Travel Rule Detail Page

Use this option when the deposit has an existing Travel Rule record.

1. Go to [History & Statistics] > [Travel Rule History].
2. Open the relevant Travel Rule request.
3. In Refund Record, select Initiate Refund.
4. Review the pre-filled, read-only transaction details.
5. Select the Asset Ticker.
6. Review or edit the Refund Amount. Partial refunds are allowed.
7. Select a Reason Type.
8. If you select Other (please specify), enter a reason of up to 500 characters.
9. Select Submit Refund Request.
10. Review the confirmation and continue.

INFO

Please note: The Travel Rule must contain a deposit transaction ID. If it does not, Initiate Refund is disabled.

Option 2: Initiate from Refund History

1. Go to [History & Statistics] > [Refund History].
2. On the Records tab, select Initiate Refund.
3. Answer Do you have an existing Travel Rule for this deposit?

If You Have a Travel Rule ID

1. Select Yes - I have a Travel Rule ID.
2. Enter the Travel Rule Request ID.
3. Select Next.
4. After the record is found, review the pre-filled transaction details.
5. Complete the asset ticker, refund amount, and reason fields.
6. Submit and confirm the request.

INFO

Please note: The Travel Rule must belong to your VASP, your VASP must be the Beneficiary VASP, it must contain a deposit transaction ID, and it must not already have a refund.

If an existing refund is found, select the linked Refund Request ID in the message to open it.

If There Is No Prior Travel Rule

1. Select No - no prior Travel Rule.

2. Select Next.

3. Search for and select the Originating VASP that will receive the refund. Type at least 2 characters to search.

   Some VASP families appear as a single grouped option — for example, Axchange covers all Axchange entities. Select the group; GTR routes the request to the correct entity, and the completed record shows that entity's name. Brands that are not grouped stay separate, so ExcellentSafe and ExcellentSafe EU are two options.

4. Enter the original deposit transaction ID.

5. Select the network.

6. Enter the beneficiary address and optional address tag.

7. Select the asset ticker.

8. Enter the refund amount.

9. Select a reason type and provide a reason if required.

10. Submit and confirm the request.

INFO

Please note: Only VASPs currently available on the GTR network appear in the Originating VASP list. If the VASP is not listed, the refund cannot be processed through GTR.

Network and Asset Not Listed

If a network or ticker is unavailable:

1. Select Cannot find the network? or Cannot find the asset ticker?.
2. Enter the network or ticker manually.
3. Carefully verify all transaction information before submitting.

INFO

Please note: When a custom network is entered, automatic address-format validation is not available. You are responsible for confirming that the address is correct. Select Back to network list or Back to ticker list to return to the standard options.

Address Tags

Address tag fields are always optional. Use them only when required by the selected network, such as XRP, XLM, or TON. Leave the field empty when it does not apply.

Reason Privacy

The selected reason and any free-text reason are shared with the counterparty VASP.

INFO

Please note: Do not enter personally identifiable information or confidential business information in a refund reason.

Respond to an Incoming Refund Request

When your VASP is the Originating VASP, Main Account and Power User roles can accept or reject a request while its status is Requested.

Accept a Refund

Accepting a refund tells the Beneficiary VASP where to return the funds.

1. Open the request from [Dashboard] > [Alerts & Reminders] or [History & Statistics] > [Refund History].
2. Review the counterparty, network, asset, refund amount, beneficiary address, and reason.
3. Select Accept.
4. Enter the Refund to Address where your VASP will receive the refund.
5. Enter an optional Refund to Address Tag if needed.
6. Review the confirmation summary carefully.
7. Select Confirm Accept.
8. Complete two-factor authentication when prompted.

INFO

Please note: Blockchain transactions are irreversible. Confirm that the refund-to address and tag are correct before accepting.

If a default address is configured for the network, the dialog pre-fills it. Select Edit to use a different address for this refund. Editing the field does not automatically change your saved default.

After acceptance, the Beneficiary VASP has 7 days to send the refund on-chain and submit the transaction ID.

Reject a Refund

1. Open the refund request.
2. Select Reject.
3. Select a Reject Reason Type.
4. If you select Other (please specify), enter the reason.
5. Submit and confirm the rejection.

INFO

Please note: Rejection is final and the refund cannot continue in GTR. The rejection reason is shared with the counterparty VASP.

Complete an Accepted Refund

After the Originating VASP accepts the request, the Beneficiary VASP must send the refund on-chain outside GTR and then report the transaction details in GTR.

Send the Assets Back to the Originating VASP (On-Chain)

Use your VASP's normal wallet approval and signing process to send the accepted amount to the Refund to Address shown in the Refund Record.

Before sending, double check:

• Network and asset ticker.
• Refund amount.
• Refund to address and tag.
• Your VASP's wallet and approval requirements.

Submit the Refund Transaction ID

Complete this step within 7 days of getting acceptance from the Originating VASP.

1. Return to the Refund Record.
2. Select Submit Refund Tx ID.
3. Enter the refund transaction ID.
4. Enter the actual gas fee paid. The unit shown is the network's native asset.
5. Enter the Refund from Address, which is the wallet that sent the refund.
6. Enter an optional Refund from Address Tag if needed.
7. Review the confirmation summary.
8. Select Confirm & Notify.

INFO

Please note: Submit these details only after the on-chain transaction has been confirmed (at least 1 confirmation). A broadcast that has not confirmed may still be replaced, which would produce a different transaction ID. The Originating VASP relies on the transaction ID for reconciliation.

INFO

Please note: The transaction ID is final once submitted and cannot be changed. If a broadcast is dropped or replaced before it confirms, re-send it on-chain and submit only the confirmed transaction ID. Verify the value in the confirmation summary before you select Confirm & Notify.

Cancel an Accepted Refund

The Beneficiary VASP can cancel a refund after it has been accepted but before the 7-day transaction-ID window expires.

1. Open the accepted Refund Record.
2. Select Cancel Refund.
3. Select a Cancel Reason Type.
4. If you select Other (please specify), enter the reason.
5. Submit and confirm the cancellation.

INFO

Please note: Cancellation is final. The reason is shared with the counterparty VASP, and any later refund requires a new manual process.

Review Refund Details

The standalone Refund Detail page displays all available information by default. On a Travel Rule Detail page, select More in the Refund Record to expand the details and Less to collapse them.

Depending on the current status, the record may show:

• Refund Request ID.
• Refund amount and asset ticker.
• Beneficiary address and tag.
• Refund reason (shown only when the reason type is Other).
• Refund-to address and tag after acceptance.
• Acceptance time.
• Refund-from address, gas fee, and transaction ID after notification.
• Rejection or cancellation reason.
• Timeout time for an expired action window.

For refunds linked to a Travel Rule, select View embedded on TR Detail to open the related record. Refunds without a prior Travel Rule display a notice and do not have a Travel Rule comment thread.

Configure Default Refund-to Addresses

Default addresses reduce repeated entry when your VASP accepts incoming refunds.

Add a Default Address

1. Go to [History & Statistics] > [Refund History].
2. Select the Settings tab.
3. Select Add Default Refund to Address.
4. Select one or more networks that use the same address.
5. Enter the default refund-to address.
6. Enter an optional tag.
7. Save the entry.
8. Complete two-factor authentication when prompted.

INFO

Please note: Each network can belong to only one default-address entry. An address selected for multiple networks must be valid on every selected network.

Edit or Delete a Default Address

On the Settings tab, select Edit or Delete beside an entry and complete two-factor authentication when prompted.

INFO

Please note: Changes apply only to future Accept dialogs. They do not modify in-progress or completed refunds.

Save an Address After Accepting

If you manually entered or changed an address while accepting a refund, GTR may ask whether you want to save or update it as the network default. Select Save or Update to reuse it, or Not now to keep the existing settings.

Dashboard Alerts and Reminders

Main Account and Power User roles may see two refund alerts on the Dashboard:

Alert	Meaning	Action
Refund Awaiting Decision	Your VASP must accept or reject one or more incoming requests before the 3-day deadline.	Select Review.
Refund Awaiting Tx ID	Your VASP must submit transaction details for one or more accepted refunds before the 7-day deadline.	Select Update.

Selecting an alert opens Refund History filtered to records that need your action, with the most urgent records first. Alerts disappear automatically after all included refunds are actioned or time out.

Email Notifications

GTR sends one refund digest email per day at 00:00 UTC, covering the previous 24 hours.

• Main Account and Power User receive it. Operator does not.
• The digest is sent only when the counterparty VASP is not integrated with the Refund API. When the counterparty is API-integrated, refund events reach them through the API and no email is sent.
• Days with no refund activity are skipped.
• Each digest carries a summary, the oldest request awaiting your decision, the most recent event, and a CSV attachment with the full day's refund events.
• Where instant messaging is configured, the same digest is also delivered over Telegram, Slack, or Wea. Email remains the system of record.

Export Refund Records

Main Account and Power User roles can export records from the Refund History page.

1. Apply any filters you want included in the export.
2. Select Export.
3. Choose a From and To date.
4. Review the displayed filters and timezone notice.
5. Confirm the export.

INFO

Please note: The date range can cover up to 90 days and must start within the last 365 days. Export dates are interpreted in UTC, and exported timestamps use UTC.

Frequently Asked Questions

Does GTR send the refund?

No. The Beneficiary VASP sends the refund using its own wallet and internal approval process. GTR records the request, decision, and transaction details.

Can I issue a partial refund?

Yes. The refund amount is editable even when an original deposit amount is pre-filled.

Can more than one refund be linked to the same deposit?

No. Only one refund record can be linked to a deposit in this flow.

Can the Originating VASP initiate a refund?

No. Only the Beneficiary VASP, which received the original funds, can initiate the return.

What happens if the Originating VASP does not respond?

The request times out automatically after 3 days and cannot continue in GTR.

What happens if the transaction ID is not submitted after acceptance?

The refund record times out automatically 7 days after acceptance. GTR cannot determine whether funds moved on-chain unless the Beneficiary VASP submits the transaction ID.

Can a rejected, canceled, or timed-out refund be reopened?

No. These are final statuses. A subsequent refund must be handled through a new manual process.

Are refund reasons private?

No. Reason types and free-text reasons are shared with the counterparty VASP. Never include personally identifiable information or confidential business information.

Why is Initiate Refund disabled?

Check that:

• Your role is Main Account or Power User.
• Your subscription is active.
• Your VASP is the Beneficiary VASP.
• The Travel Rule contains a deposit transaction ID.
• The deposit does not already have a refund record.

GTR shows: "Cannot initiate refund — this Travel Rule has no deposit transaction ID."

Why can't a Travel Rule ID be used?

The page displays an inline message when:

• The ID cannot be found or does not belong to your VASP.
• Your VASP is the Originating VASP and therefore cannot initiate the refund.
• A refund already exists for the Travel Rule.
• The Travel Rule has no deposit transaction ID.

Correct the ID, open the linked existing refund, or choose No - no prior Travel Rule and enter the deposit details manually when appropriate.

Why is an action button missing?

Buttons appear only for the responsible VASP, permitted user roles, and valid lifecycle stage. For example:

• Accept and Reject appear only to the Originating VASP while the request is awaiting a decision.
• Submit Refund Tx ID and Cancel Refund appear only to the Beneficiary VASP after acceptance and before the 7-day deadline.
• Operator users can view records but cannot perform actions.

What should I do if a form submission fails?

Your entered values remain in the dialog when possible. Review the displayed error, correct any invalid field, and try again. If the issue continues, contact GTR support and provide the Refund Request ID. Do not include private keys or sensitive personal information.