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
All screenshots and recordings must be clear, complete, and unedited.
A. User Account & Withdrawal Verification (Screen Recording Required)
Login recording of the email used for the exchange account
Must show the email address clearly
Login recording of the exchange platform
Navigate to transaction history
Screenshot of account profile
Must include account ID and bound email/phone
Withdrawal transaction details
TXID, token, amount, network, timestamp
User’s timezone
Show Google search result (e.g., “Korea UTC+9”)
B. Refund Proof from the Third-Party Platform
Official refund confirmation (screen recording)
Show original TXID and return TXID
Communication history confirming refund
Emails or chats showing sender/recipient and timestamps
Platform’s acknowledgment of the refund
C. Required Information for Re-Crediting
Your Cobo deposit address
For memo-based tokens: memo/tag must be included
Return TXID
Returned token amount (and fiat equivalent, if applicable)
D. Additional Verification
Cobo will evaluate whether:
The transaction is within the acceptable processing timeframe (A third party must provide an explanation if the funds are returned more than 12 days after the withdrawal date.)
The materials sufficiently prove ownership and authenticity
Additional documentation may be requested if verification is incomplete.
E. Processing Fee
A 47 USDT manual processing fee applies to all returned-asset requests.
The fee is non-refundable if:
Documentation is falsified
Information mismatches platform records
Ownership cannot be verified
IV. Special Notes
All materials must be submitted together to avoid delays
Unclear, incomplete, or unverifiable cases may require extended review
Cobo may decline cases where ownership cannot be verified
Cobo will make reasonable efforts, but cannot guarantee fund recovery
User-side errors (e.g., wrong address, missing memo/tag) are not Cobo’s liability
V. Recommendations to Avoid Future Issues
Before making withdrawals, verify:
Is the address correct?
Is memo/tag required?
Does the receiving platform have special return policies (e.g., Binance, Upbit)?
For questions or case submission, please contact the Cobo Support Team.
Note: This guideline is subject to updates based on compliance policies or business changes. Please refer to the latest version.