Try to contact the buyer or seller via bot messages before you create a dispute.
To create a dispute, go to P2P → Order History and choose an order, then tap 🛡 Create Dispute and confirm. When a dispute is created, contact our support team and include the order ID hashtag starts with #D...
For buyers: You must provide proof that money was sent to the seller. Send a receipt or a screen recording of your payment with payment details.
For sellers: You must provide proof that money was not received. Send a bank statement or a screen recoding of your latest transactions.
If the seller or buyer doesn’t respond within 8 hours, moderators will complete or cancel the order and coins will be transferred to the buyer or the seller.
The dispute can be resolved with solutions that would suit both buyer and seller. Depending on the subject of the dispute, we can offer different options to resolve the conflict.
If the amount of the received payment is less than the amount specified in the order, the buyer must send an additional payment with the missing amount or the seller must refund the received payment to the sender.
If the buyer or seller refuses to comply with additional conditions, the seller must refund the received payment to the sender and the buyer must cancel the order.
If the seller has received the payment via the wrong payment method, the seller can accept the received payment or refund it to the sender.