The Crypto Payments FAQ Your Customers Need (Copy It)
CoinGate provides a customizable FAQ template to help merchants explain crypto payments to customers, reducing support queries and cart abandonment.
Merchants can copy a pre-written FAQ onto their payment or help page to address common customer questions about crypto payments at checkout. The template includes answers about account requirements, personal data collection under EU Travel Rule regulations, and age verification for individual payers. It also clarifies payment processes, including time limits for sending funds and confirmation times for different cryptocurrencies.
The FAQ explains how customers should select the correct coin and network for their payment, with a 20-minute window to complete the transaction after choosing. Larger Bitcoin payments may take around 15 minutes to confirm due to network requirements, while most payments process within minutes. Customers are advised to send the exact amount shown to avoid complications.
If a payment arrives short due to exchange withdrawal fees, customers receive an email with the remaining amount and can top up before the payment expires. Overpayments are handled by processing the order and providing a refund method, though very small overpayments may not be refundable. Customers can match payments using a transaction hash to request refunds directly from the payment page.
CoinGate operates under MiCA authorization from the Bank of Lithuania as a crypto-asset service provider. Customers are reminded to verify the payment page URL is pay.coingate.com and never to share private keys or seed phrases with anyone, including CoinGate or the merchant.