Q1. What is a dispute?
A dispute is a way to escalate a disagreement with your P2P trade to our customer support.
Q2. How to contact your buyer or seller?
We highly recommend that you chat with your buyer or seller first before submitting a dispute.
You can message your buyer or seller via the following steps:
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Go to the "Orders" page and select the relevant order
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On the individual order page, click the message icon to send an instant message to your buyer or seller
Q3. What should I do if the buyer clicked "Confirm payment" without making a payment?
First, check if you have received the payment in your bank/wallet account. It may take 1-2 days for certain payment methods to arrive in your account. Meanwhile, you can also request the buyer to provide payment proof via the in-app chat on the order page.
If the buyer cannot complete the payment, you can ask them to cancel the order.
If you can't reach the buyer, you can request to cancel the order by raising a dispute via the following steps:
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Go to the "Orders" page and select the order you want to cancel
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Click "Need help?"
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Select the issue you are facing
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Follow the on-screen instructions to submit a dispute
Our customer support will need some processing time to review your case. The more relevant information you provide, the faster we can handle your case.
Again, be the guardian of your own crypto! Screenshots from your buyer may not be 100% reliable. Do not release your crypto until you have actually received the payment in your bank/wallet account.
Q4. What should I do if I have made a payment but the seller did not release crypto?
It can be frustrating if the seller does not release crypto after you have made the payment.
You can remind the seller via the in-app chat or click "Remind seller" on the order.
If you still haven't gotten a reply. You can get help from customer support by raising a dispute.
Here's how you can get help:
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Go to the "Orders" page from the navigation bar
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Select the order you want to follow up with
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Click "Need help?" and select "Seller didn't release crypto"
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Follow instructions on-screen to upload payment proof so that our customer support can review and process your dispute
Our team will need some processing time to review and handle your case.
Q5. What happens if I accidentally release the crypto without receiving the payment?
We're sorry to hear that! You can still raise a dispute on the order details page:
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Go to the "Orders" page from the navigation bar and select the relevant order
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Click "Need help?" and select the relevant reason
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Follow instructions on-screen
Q6. Where can I check the status of the dispute?
We'll contact you at your registered email address whenever there's a status update. The final status of the dispute will be reflected on the individual order page.
Q7. Can I cancel a dispute?
If you raised the dispute, you can cancel it anytime on the order details page.
Q8. How long does customer support take to process my dispute?
Our customer support team strives to handle all your disputes with care. Allow up to 12 hours for the team to respond to your case. Meanwhile, the more relevant information (e.g. payment proof) you provide, the more efficiently your case can be handled. The resolution of the case depends on the response of both buyer and seller.
