Before you reach out
Have your order ID, the pair, and the deposit transaction hash ready. With those three, we can usually answer within minutes. Without them, we’re guessing on your behalf.
What we can’t do
Reverse a deposit that landed on the wrong chain. Recover funds sent to a typo’d address. Tell you who else has traded a particular asset. Pull a transaction back once it’s confirmed. The chain is final, and we’re not above it.