A customer paid for a service with Bitcoin and later asked for a refund because the service was not delivered. How does the refund process work?

Crypto transactions are final once confirmed. There is no reversal mechanism. A refund is a new, separate transaction sent from the business to the customer’s wallet. The business decides the amount and initiates it directly. This is why a written refund policy matters: it tells customers in advance how refunds work, what they need to provide (usually a wallet address), and what timeline to expect. Without a clear policy, both sides are uncertain about what happens next.