Peer-to-peer (P2P) trading offers a decentralized and flexible way to buy or sell cryptocurrency directly between users. While most transactions go smoothly, disputes can occasionally arise due to payment delays, uncooperative counterparties, or misunderstandings. Knowing how to raise a dispute effectively is essential for protecting your assets and ensuring a fair resolution.
This guide walks you through the complete process of initiating a dispute on a P2P trading platform, whether you're using the mobile app or web interface. We’ll cover common scenarios that warrant a dispute, step-by-step instructions, how to check dispute status, and best practices for a swift resolution.
When Should You Raise a P2P Trade Dispute?
A dispute should be raised only when there’s a genuine issue with a transaction that cannot be resolved through direct communication. Common situations include:
- Selling crypto but not receiving payment: The buyer marks the order as paid, but the funds haven’t arrived in your bank account or digital wallet.
- Buying crypto but seller won’t release coins: You’ve completed the payment, but the seller delays or refuses to release the cryptocurrency.
- Accidental crypto release: You mistakenly release crypto before confirming payment receipt.
- Post-trade issues: Problems arise after the transaction completes, such as incorrect amounts sent or unauthorized activity.
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Step-by-Step: How to Raise a Dispute on Mobile App
If you're using the mobile application, follow these steps to initiate a dispute:
1. Navigate to the Canceled Order Page
Open the app and go to Orders. Locate the transaction in question and tap on it.
2. Select "Need Help?"
At the bottom of the order details page, tap the Need help? button. This opens the support center for that specific order.
3. Choose Your Issue Type
A new screen titled Get help will appear. Select the most relevant issue category—such as “Buyer didn’t pay” or “Seller hasn’t released crypto.”
4. Click "Raise Dispute"
After selecting your issue, choose the Raise dispute option. Follow the on-screen prompts to submit your case, including any required evidence like payment screenshots or chat logs.
This process ensures your case is formally logged and routed to customer support for review.
Step-by-Step: How to Raise a Dispute on Web Platform
The web version follows a similar flow with slight interface differences:
1. Go to "My Orders"
Log in to your account and navigate to My Orders. Find the transaction you need assistance with.
2. Click "Need Help?"
Next to the relevant order, click the Need help? link. A pop-up window will appear asking about your issue.
3. Select the Problem and Get Help
Choose the appropriate issue from the dropdown menu, then click Get help to proceed.
4. Initiate the Dispute
Select Raise dispute and follow the instructions. You may be prompted to upload proof of payment or other documentation.
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How Long Does It Take to Resolve a Dispute?
Once a dispute is raised, our customer support team begins reviewing the case. Please note:
- Response time: Allow up to 24 hours for an initial response.
- Processing period: Resolution depends on cooperation from both parties and the clarity of submitted evidence.
- Case outcome: Decisions are based on transaction history, chat records, and verifiable proof such as bank statements or blockchain confirmations.
Providing complete and accurate information upfront significantly speeds up the resolution process.
Where to Check Dispute Status
After submitting your dispute, you’ll receive email notifications sent to your registered address. Additionally, you can track progress directly within the platform:
- Go to Orders or My Orders
- Open the disputed transaction
- Tap on Dispute Details to view updates, messages from support, and next steps
Keeping an eye on this section ensures you don’t miss important requests for additional information.
Frequently Asked Questions (FAQ)
What should I do before raising a dispute?
Always attempt to communicate with your counterparty first via the built-in chat system. Many issues are resolved quickly through direct dialogue.
How do I contact my buyer or seller?
- Go to Orders (app) or My Orders (web)
- Select the relevant trade
- Tap the message icon to start a conversation
Clear communication can prevent unnecessary disputes.
The buyer marked payment as complete but I haven’t received it—what now?
Do not release crypto until funds are confirmed in your account. Some bank transfers take 1–3 business days. If no payment arrives and the buyer is unresponsive, raise a dispute using the Need help? option and provide transaction details.
I paid but the seller won’t release crypto—how do I proceed?
First, use the Remind seller button or send a message through chat. If there’s no response within the settlement window, raise a dispute and upload proof of payment—such as a bank receipt or wallet transaction hash.
Can I raise a dispute after 3 days?
No. Disputes must be initiated within 72 hours (3 days) of the order being created. Transactions older than this are no longer eligible for dispute resolution.
Can I cancel a dispute once it's filed?
Yes. If you’ve resolved the issue independently, you can cancel the dispute from the order details page under Dispute Details.
What if I accidentally released crypto without receiving payment?
While irreversible, you can still raise a dispute immediately. Explain the situation clearly and provide chat logs showing lack of payment. Support will assess based on available evidence.
Tips for a Faster Dispute Resolution
- Save all communication: Keep chat records with your trading partner.
- Capture clear proof: Take screenshots of payment confirmations, transaction IDs, and timestamps.
- Act quickly: File disputes as soon as an issue arises—delays reduce your chances of intervention.
- Be factual: Stick to facts in your description; emotional language won’t speed up resolution.
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By understanding your rights and responsibilities in P2P trading, you can trade confidently knowing help is available when needed. Always prioritize safety, verify payments, and use platform tools to safeguard your transactions.