When the system has problems, you should stop the automatic exchange service, or issue a notice asking users not to send funds to you.
Instead of letting more users' funds be stuck with you.
Hope to refund users as soon as possible.
The system is quite automated and it is probably not possible to react immediately after the first stuck transaction. The most important thing is to start solving the problem immediately.
This is the first time that problems have arisen in the work, I guess it will not be the last either, but it is certainly encouraging to know that everything was always resolved in the shortest possible time and that not a single user was harmed.