Refunds are handled by the merchant, not by Seep Bolt X. Once a Lightning payment settles to the merchant's node, the funds belong to the merchant. Seep Bolt X is a payment acceptance facility: it facilitates the receipt of the payment and records its status. It does not hold customer funds and is therefore unable to issue refunds on a merchant's behalf.
If a customer pays but the invoice is never settled — for example the invoice expires, or the customer's wallet does not broadcast the payment — nothing is transferred and no refund is required. The order remains unpaid and the customer is not charged.
For a settled payment, please contact the merchant directly. The merchant can issue a Lightning payment back to the customer's wallet using their own node. We can assist merchants with the technical details of a specific transaction on request, subject to our retention period for order records.
If a customer believes a payment was made correctly but the order shows as unpaid, please ask them to provide the order reference and the Lightning invoice. We can verify settlement status directly on the Lightning Network. If a payment did settle but was not recorded on our side, the merchant will be credited accordingly.
Because payments settle over the Bitcoin Lightning Network rather than through a card network, the card-network chargeback mechanism does not apply. Disputes are resolved directly between the merchant and the customer, with Seep Bolt X providing transaction records where needed.
Each order has an expiry time shown on the checkout page. Once an invoice expires it can no longer be paid. A customer who wants to pay after expiry should start a new order.