Deposits
When is a memo mandatory?
On XRP, Stellar and TON. Without it the deposit arrives with no identity and goes to manual handling.
On those three networks, opening an account locks a reserve in the native asset. The deposit address is therefore shared between customers, and the memo — Destination Tag, Memo or comment depending on the network — is the only thing identifying you.
When a memo is required it is displayed next to the address with the same visual weight. Copy it with the button provided rather than by hand, and paste it into the matching field of your withdrawal interface, sometimes folded behind "advanced options".
On TON, check that comment encryption is off: an encrypted comment is unreadable to the recipient and is equivalent to no memo at all.
Going further
This article does not cover your case?
Open a ticket with the order number and, if it concerns a deposit, the transaction hash. Those two items are usually enough to settle it with no further exchange.
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