How do I raise a dispute when using P2P trading?
Our P2P Trading is a safe and convenient way to buy or sell crypto. You can raise disputes in these situations:
When selling crypto via P2P Trading, you can raise a dispute if the buyer has marked the order as paid but the seller hasn't received the payment.
When buying crypto, if the seller doesn’t release the crypto, you can also raise a dispute.
After a transaction is done, you can also raise a dispute in the order if there is any issue.
Our customer support team strives to handle all your disputes with care, but we'll need some processing time to review your case.
The resolution of the case depends on the response of both buyer and seller. Also, the more relevant information you provide, the faster we can handle your case. Please allow up to 24 hours for the team to respond to your case.
How can I raise a dispute?
On the app
Head over to the canceled order page and select the Need help? option
Enter the first entry to raise a dispute via the Need help? option
A page of Get help will load up and you have to select the issue of your dispute
Select the Raise dispute option and proceed to follow the instructions on-screen
Order dispute can also be raised order via app
On the web
Head over to the canceled order and select the Need help? option
Enter the first entry to raise a dispute via the Need help? option
A pop-up inquiring about the issue you're facing will appear and you have to select the issue of your dispute, before selecting Get help
Select the Raise dispute option and proceed to follow the instructions on-screen
Raise your dispute involving order via web
Where can I view the dispute results?
Once you've raised a dispute, you'll get notifications at your registered email address, and you can also view the dispute progress in the respective order via dispute details.
FAQ
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:
Go to Orders (on the app) / My Orders (on the web), select the relevant order
Select the message icon to chat with your buyer or seller
What should I do if the buyer selected Confirm payment without making a payment?
Remember, don't release your crypto until you've actually received the payment in your bank/wallet account. Always check if you've received the payment in your bank/wallet account. It may take 1-3 business days for certain payment methods to arrive in your account. If the buyer can't 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:
Select the order you want to cancel
Select Need Help?
Select the issue you are facing
Follow the on-screen instructions to submit a dispute
What should I do if I've made a payment but the seller didn't release crypto?
You can remind the seller via the in-app chat or select 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:
Select the order you want to follow up with
Select Need Help?
Select the issue you are facing
Follow the instructions on-screen to upload payment proof so that our customer support can review and process your dispute
What happens if I accidentally release crypto without receiving the payment?
We're sorry to hear that! You can still raise a dispute on the order details page:
Go to Orders (on the app) / My Orders (on the web) from the navigation bar and select the relevant order
Select Need Help? and select the relevant reason
Follow instructions on-screen
Can I cancel a dispute?
If you've raised a dispute, you can cancel it anytime on the order details page.
Can I raise a dispute over a buy/sell transaction that happened more than 3 days ago?
If the buy/sell transaction occurred more than 3 days ago, the user is no longer eligible to raise a dispute.