Fees
Why fixed fees on small amounts?
Because two costs do not depend on the amount: the network cost and the payout rail fee.
Moving an asset on its chain costs the same for 100 units as for 10,000. Sending a transfer costs the same whatever amount it carries. Those two lines are fixed by nature.
The consequence is arithmetic: two euros of fixed fees is 0.02% on 10,000 euros and 2% on 100. That is why comparing two services at a single reference amount is meaningless — a provider can be cheapest at one amount and dearest at another.
It is also the reason for per-asset minimum deposits: below them, the fixed share makes the operation pointless for you.
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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