Share the below steps with the customers:
Visit our Chat Support.
Click "Connect to Chat Assistant."
Select "I am a Transak Customer."
Enter your registered email address (the one you used for your Transak order).
Check your email for a One-Time Password (OTP) and enter it to verify your identity.
When asked "What best describes your issue?", select "Order Related."
Choose your Order ID from the list or enter it manually.
The chatbot will ask for your transaction hash in case of order expire/canceled/order not processed.
Share a valid hash link showing crypto was sent from your wallet to Transak's wallet (the one displayed during your order).
Once confirmed, our system will connect you to a live support associate.
8. If Your Order Was Processed but Not Completed
Our support associate will review your transaction.
If your case qualifies for a refund, the AML Refund Form will be shared directly in chat.
Complete the form with all required details
For sell (offramp) orders where the bank payment status is "On Hold": The chatbot will connect the customer to a live agent for review and next steps.
For sell (offramp) orders where the card payout status is "On Hold": The AML Refund Form will be shared.
If You're Using Offramp Stream (No Order ID)
If you used Offramp Stream and no Order ID appears in the chat:
Click "None of these" when asked to choose your order.
Select "Offramp Stream."
The Crypto Refund AML Form will appear.
Complete the form and enter "N/A" in the Order ID field.