During asset transfers, due to operational errors, platform handling discrepancies, or blockchain network issues, user funds may occasionally be returned by a third-party platform to a Cobo outbound pool address (i.e., not a standard deposit address). Such exceptional transactions cannot be automatically identified and credited, and must undergo manual review and compliance procedures.
As these returned funds often belong to end users of Cobo's enterprise clients, Cobo has implemented a tiered review mechanism and a mandatory cooling-off period to prevent fraud, false claims, and fund misappropriation, ensuring the authenticity and security of every returned transaction.
Subject to compliance requirements, Cobo will be committed to assisting clients in handling such matters rigorously and safeguarding the asset rights of end users.
Information Accuracy & Submission Deadline
To ensure the security and efficiency of processing, your organization must ensure that all submitted user information is truthful, complete, and accurate. Cobo will not be responsible for any delays or unrecoverable funds caused by false, incomplete, or incorrect information.
Furthermore, you must contact Cobo and submit the required documentation within 15 calendar days of the transaction. Any requests submitted after this deadline will not be processed.
Please ensure timely submission to facilitate our assistance.
I. Scope of Application
This process applies to transactions in which centralized platforms (e.g., exchanges or custodians) proactively return funds to a Cobo outbound address.
II. Processing Mechanism: Tiered Review + Cooling-off Period
Based on the amount returned, Cobo adopts the following tiered processing timelines:
Tier | Returned Amount (USD) | Cooling-Off Period (starts upon receipt of all required documents) |
Level 1 | < $5,000 | 7–15 business days delayed crediting |
Level 2 | $5,000–$10,000 | 15 calendar days processing delay |
Level 3 | > $10,000 | 30 calendar days processing delay |
⚠️ Note: The cooling-off period is intended to mitigate fraud risk and verify transaction authenticity and ownership.
III. Required Supporting Documents
To ensure timely review, please submit all of the following materials:
1. Transaction Evidence
Screenshot of transaction details from your platform’s backend (Web interface)
Screenshot of the user’s original withdrawal record on your platform, showing the Transaction Hash
2. Third-Party Refund Evidence
Official refund statement from the third-party platform (email or downloadable document)
Must clearly state that the funds were returned to a Cobo address
Must include the return transaction’s Transaction Hash
If the time gap between the original withdrawal and the return transaction exceeds 12 days, an official explanation from the third-party platform is required.
Screen recording of relevant communication showing:
The original withdrawal Transaction Hash
The corresponding return Transaction Hash
Evidence linking the refund to the original withdrawal
3. User and Platform Information
Name of the third-party platform
Screenshot of the user’s account (showing their relationship with the transaction)
User’s time zone (e.g., Korea UTC+9)
User’s original Cobo deposit address (including correct Memo/Tag if applicable)
Return Transaction Hash
Refunded amount (both fiat equivalent and crypto quantity)
IV. Special Notes
Cobo will make reasonable efforts to assist in handling returned or misrouted deposits, but cannot guarantee fund recovery.
Cobo will not be liable for asset losses caused by user errors (e.g., incorrect address, missing Memo/Tag).
In cases of ownership disputes, Cobo reserves the right to request additional materials to verify asset ownership.
To expedite processing, please submit all materials in one complete and accurate package.
V. Friendly Reminders
To avoid similar issues, please carefully verify the following information before initiating a withdrawal:
Is the address correct?
Have you included all required fields such as Memo/Tag/Remarks?
Are the receiving platform’s deposit policies fully understood? (e.g., Binance and Upbit may automatically return funds under certain conditions)
If you have any questions about the process, please contact the Cobo Support Team. We are here to assist you.
Note: This guideline is subject to updates based on compliance policies or business changes. Please refer to the latest version.