If the miner fee you pay for the swap is too low, it may cause the swap order to expire and fail.
In this case, the tokens to be swapped out will be returned to your wallet, but the miner fee (transaction fee) cannot be refunded.
The following ways can guide you to customer services if anything troubles you during the swap:
Service Email: email@example.com
Service Ticket: https://support.viawallet.com/hc/requests/new