# Withdrawal was Returned, but I Haven't Received It When a receiving platform rejects and returns a deposit, the funds are sent back to a Cwallet hot wallet address, not directly to your personal balance. Our system cannot automatically identify who these returned funds belong to without your input. **How to Claim Your Refund?** You must manually claim these assets by submitting a Refund Ticket: [Crypto Recovery Ticket (Refund)](https://cwallet.com/tools/ticket?t=refund) To ensure your request is processed quickly, please fill out the form exactly as follows: * **TxID:** Enter the Return Transaction ID (the hash of the transaction sending funds back to Cwallet, not your original sending hash). * **Amount:** Enter the exact amount returned. * **Order ID:** Provide your original Cwallet Withdrawal Order ID. * **Video Proof:** To prevent fraud and ensure accurate crediting, you are strictly required to upload a screen recording as evidence. * Open the external platform (the one that returned the funds) and record the official proof of refund. This could be an email notification, support chat history, or an in-app system notification. * The video must clearly show the following three elements: token name, returned amount, and return TxID (The specific transaction hash of the refund). **Still need help?** * **Live Chat Support:** Contact [Live Support](https://cwallet.com/support) for real-time help. * **Email:** Send your inquiry to --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.cwallet.com/crypto-deposit-and-withdraw/common-issues/withdrawal-was-returned-but-i-havent-received-it.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.