Buyers of crypto
If you have completed payment and the seller has not sent your crypto, try to contact the seller first.
After you have completed payment the Payment made will change to Contact seller. Resolving the issue directly with the seller will be the fastest way to complete the transaction.
If you cannot reach the seller or cannot resolve the issue by contacting them, the next step will be to file an appeal. Click Appeal on the order page to start the process.
You will need to upload proof of payment and submit the appeals form. Customer support will contact you shortly after after.
During the appeal process, the crypto in question will be frozen and held until the dispute is resolved.
Sellers of crypto
If the buyer has not yet sent funds or confirmed payment, please contact them first to try resolving the dispute.
If you cannot resolve the issue, click Appeal to customer support to start the dispute process. You will need to choose the reason for the appeal and add additional supplemental information about the transaction.
After filling out this information and clicking Confirm, you will be asked to contact the buyer again to resolve the dispute. If the buyer cannot be contacted or refuses to settle, click Continue to appeal. You will need to upload proof of non-payment and any other additional information about the failed transaction.
After submitting the appeal, customer support will contact the buyer. You can track the status by clicking Appeal details.
Customer support will make a decision and release the crypto to the correct party after investigating the issue.
