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# Refunds, Voids and Exceptions

> Handle uncertain prediction results, price interruptions, refunds, and voided orders using traceable order and ledger records.

Exceptions can involve price interruption, inconsistent price evidence, odds discrepancies, or failed settlement processing. An exception requires a recorded resolution; it is not automatically a losing result.

## Common situations

| Situation                                 | What to do                                                              |
| ----------------------------------------- | ----------------------------------------------------------------------- |
| Grid feed missing during the valid window | Check exception/refund processing; an absent sample cannot prove a miss |
| Order response timed out                  | Look up the original order and reservation before submitting again      |
| Display and recorded result disagree      | Compare price source, timestamps, accepted terms, and result evidence   |
| Settlement appears delayed                | Check final status and transaction separately                           |
| Refunded or voided record                 | Review the reason, actual fund movement, and remaining reservation      |

## Refund and void are distinct

A refund describes fund treatment. A void describes invalidation of an order. Do not infer the exact refund amount or processing deadline from the label alone; use the recorded resolution and transactions.

Refunded and voided orders are excluded from valid stake in reporting. Refunds should not be counted as winning returns when assessing gameplay performance.

## Support evidence

Provide the order number, round number if applicable, symbol, relevant timestamps, recorded odds, result/status, and settlement transaction number. For grid disputes, include the accepted price interval and valid time window. Never include passwords, API secrets, or full access tokens.

Use [Partner Support](/resources/contact/support) for the support path and [Transfers and Transactions](/prediction/transfers-ledger) for reconciliation.