What Relay does
Relay is a separate company. When a payer pays in an asset or on a network other than the one the business settles in, Relay provides the deposit address the payer is shown, holds the payment while it routes it, and delivers it into the business's own wallet. Orrerie never holds it. Orrerie does not control Relay and is not responsible for what Relay does.
What a payer is shown, and what the business receives
The checkout shows the routing and network cost before the payer pays, inside the amount the payer is asked to send: Relay's own fee, the networks' fees and, for a payer on 
TRON, 
Solana or 
Bitcoin, the cost of the deposit address, which is asked for by the amount that must arrive. The business receives the full order amount. A route is offered only once Orrerie has proved it with a real payment; until then its payers are offered a direct payment instead.
When a payment counts as paid
A routed payment counts as paid only when the business's own wallet's chain shows it arrived. Relay's own word that it delivered is a hint, never the proof.
When something goes wrong
A payment Relay cannot deliver, or what was sent beyond the amount of an exact-amount address, is returned by Relay to the route's refund address: the business's own wallet on the network the payer paid from, less network fees. The business can then refund the payer from there.
Relay may stop a payment its own checks flag, and may not return it automatically.
Sending the wrong asset, on the wrong network or to an address after it expired can lose the money.
Relay keeps the networks, assets, amounts and addresses of each route under its own privacy notice.
Outages
A payer can always send coins to an address they were shown. What stops during an outage, of Orrerie or of a network or provider it reads, is Orrerie noticing the payment and telling the business, not the money arriving: a payment sent to the business's own wallet arrives there whether or not Orrerie sees it at that moment, and is shown once Orrerie reads it.