I understand that not getting what you paid for is extremely frustrating - trust me, I've been there. I'm going to try my best to share with you how Sellix operates and the process for refunds.

My order was cancelled. Where is my money?

On Sellix, when a cryptocurrency-based order is cancelled the funds are automatically withheld in our escrow account. Sellix does not send the funds to the merchant in any scenario.

To request a refund or an order to be completed after it's cancelletion, please reach out to our support team at support@sellix.io and we'll be with you.

How can I request a refund?

In any case, refunds are not processed or handled by Sellix. Sellix offers the processing and gateway for payments to be sent to the seller: this means that Sellix does not hold any of the funds. To request a full refund and/or exchange of any goods or services, it is best to contact the seller directly.


Here at Sellix, every merchant has a built-in ticket system where they can directly connect with you, the customer. You can do this by:

  1. Going to the merchants Sellix page

  2. Clicking on the "Contact" tab directly under their rating

  3. Follow the instructions on the page

However, more on the subject of refunds, please continue reading on:

Cryptocurrency Refunds

Refunds cannot be processed for any payments made with any cryptocurrency such as Bitcoin, Ethereum, Litecoin or Bitcoin Cash. This is due to how crypto currencies are designed, every transaction cannot be reversed or refunded.

Non-cryptocurrency Refunds

If you have paid with another gateway, such as PayPal, Stripe, Skrill or Perfect Money, we highly suggest you to contact their customer support team or open a dispute.

This will move the case to the payment gateway’s management and you will be able to explain to them the situation you are in. This is the case due to the payments being directly sent to the merchant and not the Sellix platform.

Note: We urge you to exhaust your resources to get into contact with the merchant before opening a dispute.

Reporting a fraudulent merchant

We have a zero-tolerance policy for any merchants using the Sellix platform to sell, transfer, or host any illicit goods on any scale. Please check out this article to review the steps to report such merchant.

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