Customer Support Playbook for Crypto Purchases: Six Common Questions and How to Answer Them

• Half of the six questions come from purchases that work as intended.
• Each has a plain cause, like the on-ramp's company name on the statement or a blockchain transfer that can't be undone.
• Showing the on-ramp's name before payment and giving each purchase a transaction ID covers part of the work, and six short macros cover the rest.

The first question can arrive days after the purchase, when the user checks their bank statement. A typical message reads, "Someone I've never heard of charged my card."

When the charge is a crypto purchase, the statement shows the name of the regulated on-ramp that sold the crypto.

In a crypto purchase, your app hosts the checkout and the on-ramp acts as merchant of record, so its legal entity takes the payment. A buyer in Madrid using a wallet app they trust can see a company name they don't connect with that app.

Users have good reason to check their statements closely. UK Finance recorded 3.8 million cases of unauthorized fraud in the UK in 2025, up 11% on 2024, according to its Annual Fraud Report 2026.

Against that background, an unfamiliar name can look suspicious, unless the user has already seen it at checkout.

We process each purchase through one of our regulated entities, selected automatically by the user's location, payment method and transaction type. The entity's name is shown at checkout before the user confirms, and it can also appear on the confirmation and receipt.

Our help center sets out which entity generally serves each region, and we publish our entities and registrations on our Licenses page. With that list, your support team can confirm the exact company name when a user asks.

The pending question comes sooner than the statement one, sometimes within minutes of paying. The user writes something like "My money left, and the crypto didn't arrive."

The order is still in progress. It's either being processed and confirmed on the blockchain, or it's waiting for the user to finish a verification step.

The first wait covers processing and confirmation. After the crypto is sent, the blockchain, the public network that records crypto transfers, needs time to confirm it.

The second wait comes before anything is sent, when the user has to verify their identity. Only the user can complete that step. Both waits show as "pending," so the right reply depends on which one the user is in.

For the first wait, crypto typically reaches the wallet within 30 to 60 minutes, longer when the network is busy. Users can follow the status in the widget's Transactions menu, along with the transaction hash once the crypto is on the blockchain.

Beyond that window, your team can set a time limit after which a pending purchase goes to our support, so the hand-off happens at a point you choose.

For the second wait, verification happens inside the widget by default, so users complete it without leaving the checkout. They have 30 minutes to finish. If they don't, the purchase is reversed automatically with no charge.

How often users see that step depends on the amount. Smaller purchases can go through a lighter check where it's available, and full verification applies once a user's total purchases pass €700 or a compliance check asks for it. Users who have already verified with us don't verify again.

Verification done in your own app can carry over too. If your app already verifies users with SumSub, our primary KYC provider, KYC sharing lets you pa

Cancellation requests come right after buying, when the user changes their mind or notices a typo in the wallet address. A typical request is "I changed my mind, so you can cancel it like any card payment."

Nobody can change or reverse a blockchain transfer after it's recorded. Blockchains are designed this way to keep transfers secure. Until the crypto is sent, a purchase still waiting on verification can end without a charge, as described above.

Because transfers are final, the screen before confirmation is the last point where a mistake can be caught. It should show three things.

• The wallet address, filled in from the user's connected wallet.

• The network the crypto travels on, named in words the user recognizes.

• One sentence saying the purchase can't be canceled once sent.

Mercuryo processes a purchase as soon as the payment is approved, so these checks need to happen before payment, on the screens the widget shows.

Those screens show the rate, fees, and limits before the user continues, and the widget can pre-fill the wallet address from a connected wallet as part of your integration. The user then doesn't have to type the address, which covers the first check.

An escalation matrix is a simple table that shows who answers each type of question and where it goes next. For these six questions, your team gives the first reply. A few cases also need Mercuryo, such as a purchase pending past your time limit or a request for a higher limit.

Both teams find the case by its transaction ID. Mercuryo assigns a unique one to every purchase, successful or not, and users see it at the end of the purchase and in the widget's Transactions menu. If a user disputes a charge with their bank, the chargeback stays with us as merchant of record.

Support from an on-ramp has two audiences, your users and your team, and Mercuryo covers both.

Our Customer Support team answers your users 24/7 by live chat, with replies within a few minutes, and by email at support@mercuryo.io. Our help center has articles on transaction status, limits, and verification.

After launch, your team has a dedicated success manager and our Merchant Support team, on the channel you agree on, such as Slack, Telegram, a ticket portal or email.

The table shows how the six questions split between your team and ours.

A customer support macro is a saved reply an agent inserts into a ticket, so users get the same answer whichever agent replies. The six below follow the table and are written in your app's voice.

1. "I don't recognize this charge." "The company on your statement is likely our payment partner, which processes crypto purchases in our app. We can confirm the exact name for you, and if you don't recognize the purchase, we'll check it with you."
2. "It's been pending for an hour." "Your purchase is in progress. Crypto purchases normally complete within 30 to 60 minutes, and you can check its progress at any time."
3. "Cancel it." "Once crypto is sent to the blockchain, the transfer is final. If your purchase is still processing, we'll check its status for you."
4. "It says Amount off-limits." "This message usually means the amount is outside the limits for your account. You can try a different amount or ask us about a higher limit."
5. "My bank declined." "Your bank declined the payment, and it can tell you why. Another card or payment method is also an option."
6. "I sent it to the wrong address." "Blockchain transfers can't be reversed. If the address belongs to an exchange or wallet service, contact them with the transaction hash, since they decide whether they can return the funds."

These questions come up after launch, and for each of the six, part of the answer is already in Mercuryo's checkout. Users see the entity name before paying, every purchase gets a transaction ID, and verification and address pre-fill happen inside the widget.

Around the checkout, your users get 24/7 live chat support, your team gets a dedicated success manager, and your business earns affiliate commission. Talk to Mercuryo about the markets you're launching in, and we'll show you how this works for your users.

What goes in a customer support playbook for crypto purchases? A short answer to each question users ask after launch, who handles it, and when our team steps in. With Mercuryo, users see the entity name before they pay, which answers the "who charged me" question in advance.

What should an escalation matrix with a payments provider include? The question types, who answers them, and where they go next, organized around one transaction ID. Mercuryo assigns a unique transaction ID to each purchase, successful or not.

Which customer support macros should exist before launch? One reply per question, six in total. Our support team is also available to users 24/7 by live chat.

Can a crypto purchase be canceled? A crypto transfer is final from the moment it's sent to the blockchain. If a Mercuryo purchase is waiting on identity verification and the user doesn't finish within 30 minutes, the purchase is reversed automatically, and the user pays nothing.