In neither case is your money lost. This guide explains what the checkout page shows when too little or too much arrives, what to do next, and how to ask for the extra back if you paid too much.
The short version
- Too little arrived: while the order is still open and the payment page asks for a top-up, send the remaining amount it shows to the same address, on the same network and in the same token. If the page asks you to contact us instead, or the order has expired, stop sending and contact support.
- A little too much arrived: the order completes as normal and the merchant receives the order amount. The extra is not refunded automatically, but you can claim it through support from your receipt.
- Far more than the order amount arrived: the order is held for a manual check instead of completing. Do not send more, and contact support.
If too little arrived: send the rest to the same address
Every pay-by-address order has its own deposit address. When a transfer lands there, the checkout compares what arrived with the order amount. If the difference is within a small tolerance, the order goes through as it is. If more is missing, the payment page tells you exactly where you stand, for example:
"We received 9.80 USDT; this order needs 10.00. Please send the remaining 0.20 USDT to the same address (same network, same token)."
The numbers above are only an example; your page shows your own. The money you already sent is counted towards the order and is not lost. Send the remaining amount shown, to that same address, on the same network and in the same token, and the order continues once the total has arrived. If you already sent the top-up, the page asks you to wait about 2 minutes and not to pay twice, because a transfer can take a moment to show up.
Keep the top-up on the same network and in the same token as the first transfer. USDT on a different chain, or USDC on an order that asked for USDT, cannot complete the order on its own. Only top up when the payment page itself asks you to and the order has not expired. If the page instead says "We are looking into it. Please contact us and leave your email so we can reach you.", or the order has expired, do not send anything more to that address: contact support with the order ID. For the full walkthrough, see our help answer: I sent less than the invoice amount to ROZO Checkout. What happens now?
Why less arrives: exchange and swap fees
The most common cause of an underpayment is sending from an exchange such as Binance, or through a swap service. Both take their fee out of the amount you send, so the deposit address receives less than the number you typed. The payment page warns about this: "Sending from an exchange or a swap service? Fees are deducted on their side. Make sure the amount that ARRIVES is" the order amount.
To get it right:
- When you withdraw from an exchange, add the exchange's withdrawal fee on top of the order amount, or enter the amount to be received if the exchange offers that, so what arrives equals the order amount.
- When you top up a short payment, send exactly the remaining amount the page shows, not a round number.
- Exchanges often have a minimum withdrawal. If that minimum is larger than the remaining amount, your top-up will take the total over the order amount. That is fine; the next section explains what happens to the extra.
If too much arrived: the order completes and the extra can be claimed
If the total that arrives is more than the order amount, within a margin, the order completes and is paid out as normal. The merchant receives the order amount, so an OpenRouter top-up, for example, credits your account as usual. The extra stays with ROZO. It is not refunded automatically, but it is recorded on your order and you can claim it.
The receipt page for the order shows it plainly: "Your payment is complete", followed by the expected amount, the amount received and the surplus, with a Claim the surplus section underneath.
If you closed the page, open checkout.rozo.ai in the same browser you paid from and tap History. Your Payment history lists the order with an Overpaid tag and a Receipt link that takes you back to it. The history is stored in that browser only, so another browser or device will not show it.
If you overpaid by a lot, beyond that margin, the order does not complete on its own. The payment page says it received more than the order needs, that it is being checked, and asks you not to send more. In that case, contact support with your order ID instead of waiting.
How to claim the surplus
Open the receipt and expand Claim the surplus. It lists two steps:
- Register with ROZO Agent and get your handle.
- Send your handle and order ID through the bottom-right support chat. You can leave a contact email instead.
The Contact support button on the receipt opens the chat with a message that already names your order, the expected and received amounts and the surplus, so you only need to add your handle or your email. The same section also has Email support and Discord links if you prefer those.
Support will verify the amount and explain the outcome. As the receipt says, submitting a request does not automatically credit or refund funds, and your completed top-up is unaffected. Every claim is reviewed by a person.
Paid from an exchange? Give support an address you control
If you sent the payment from an exchange account, money sent back to the address it came from will usually not reach you. Exchanges pay withdrawals out of a shared hot wallet that belongs to the exchange, not from an address tied to your account, so a transfer back to that sending address does not land in your exchange balance.
So when you contact support about a surplus, say that you paid from an exchange. If you would like the extra sent back, give a wallet address that you control yourself, such as a personal wallet, not an exchange deposit address and not the address the payment came from.
ROZO is independent and is not affiliated with OpenRouter or Coinbase.