By the way, regarding to Customer Support, I'd say that replies are very fast but the actual process of problem solving takes a long time to my mind because my issue still hasn't been solved (anyways, I'm okay with Exch, I'm not in a hurry).
One thing that I also liked about Exch is that the conversation goes through your order's page. There is no need to message them somewhere else, the CS team replies on to your order page.
The refund has been made, TXID has been provided in the relevant support ticket. Thank you for your patience and for the feedback.
We would like to emphasize the importance of respecting the amount that the website requires you to send when it comes to non-zero LN invoices.
In the event a user ignores it, we consider it is not our responsibility to handle this kind of mistakes. eXch is the exchange which, to our knowledge, has the gentlest procedures when a user makes a mistake, but we can't afford to spend time on easily avoidable errors. In this particular case, we have done it only out of good will.
Yes, I just checked the comment left on my order and I want to confirm that received the refund, thanks to the whole eXch team. I want to emphasize again that I know it wasn't your duty to refund me because it was my mistake, I've said that even in my original post that doesn't matter the outcome, I wouldn't blame eXch for my mistake but I would really love to thank you for refunding me out of your good will, I appreciate that!