AML Policy
This policy explains the risk-based review of exchange orders on tronexchange.io. It describes when an order may require additional checks, the information that may be requested and how to raise a question about a review.
A standard exchange can start without creating a permanent trading account. That account model does not exempt every transaction from checks relating to fraud, illicit funds, sanctions or other applicable restrictions.
Orders and Payments Can Be Reviewed
A risk review concerns the circumstances of a particular order and its payment. A check may be relevant before processing, after a deposit is detected or while information about a transaction is being reconciled.
Circumstances that may require attention include:
- A payment associated with a credible report of theft, fraud or other unlawful activity.
- A transaction or address identified by an applicable restriction or a processing provider's risk controls.
- Inconsistent information about the order, the payment or the person requesting an action.
- An attempt to use a false identity, bypass a review or interfere with the order's controls.
- A mismatch that requires clarification of the origin, purpose or intended destination of funds.
An amount or network mismatch is not, by itself, a finding of unlawful activity. It can still require an operational investigation before an exchange, refund or other action is possible.
Information Requested for a Specific Review
The information needed depends on the issue under review. A request may ask for an explanation of a payment, evidence of its source, confirmation of account control or identity information appropriate to the circumstances.
When verification is required, our request identifies the order and explains how to provide the requested information. Do not send sensitive documents to an address or upload link received from an unverified third party.
Possible supporting information includes:
| Review issue | Information that may help |
|---|---|
| Locating a deposit or payout | Order ID, transaction hash, asset, network and payment time |
| Clarifying the payment's origin | A relevant withdrawal record or explanation supported by transaction evidence |
| Checking the person requesting an action | Verification information specified in the review request |
| Resolving inconsistent order details | An explanation and documents directly related to the discrepancy |
Wallet recovery words, private keys, passwords and authentication codes are not a way to prove an exchange order. Never provide them to support or a purported verification agent.
What Can Happen While an Order Is Paused
An order under review may not proceed to exchange or payout until the relevant issue is resolved. The time needed depends on the information requested, the response supplied and any involvement of a processing provider or competent authority.
A processing estimate for a routine exchange does not serve as a deadline for a risk review. Save the order reference, follow the instructions given for the case and avoid creating repeated payments to bypass the pause.
Following review, the available outcome may be to resume the order, request further information, decline the requested operation or consider a return of funds where permitted and technically possible. A return is not automatic: it can depend on the payment state, address access, network costs, applicable restrictions and the reason for the review.
Prohibited Uses and Cooperation
The service must not be used to process stolen funds, support fraud, disguise the proceeds of unlawful activity or evade applicable restrictions. Providing materially false information or attempting to defeat order controls can prevent the requested exchange from proceeding.
Relevant records may need to be preserved to resolve a review or meet an applicable obligation. Information may be shared with providers involved in the case or in response to a valid legal requirement, with handling governed by the circumstances and the Privacy Policy.
Ask About a Review
Contact [email protected] with the order ID and the reference included in the verification request. State the issue you need clarified, and provide additional documents only through the channel identified for that case.
For an ordinary payment-status question, the support page lists the appropriate contact and transaction details to include. The exchange process guide explains routine deposit, confirmation and payout stages separately from a review.