Disputes

Paxful offers an opportunity for our customers to freely trade bitcoin with each other. Although the vast majority of the trades go smoothly and successfully, there are cases that require the intervention of a third party our moderators. On Paxful we have our own dispute system through which we settle conflicts between our users in the best way possible. This article will give you an overview of the dispute resolution process. 

 

Video

Here’s a short and informative video on the topic:

Cases to start a dispute

There are different situations when you should consider starting a dispute with your trade partner. Here is the list of such cases you will find on our website:

As a buyer

  • Payment issue You have followed the seller’s instructions, paid for the bitcoin, but the seller refuses to release the bitcoin to you.
  • Unresponsive vendor — You have made the payment but the seller has stopped responding to your messages and has not released the bitcoin to you.
  • Other — You can always start a dispute if you notice any violation of Paxful’s Terms of Service (link). For example: If your trade partner impersonates a Paxful moderator, attempts to steal your Paxful account details, forces you to continue a trade outside Paxful website, and so on. 

As a seller

  • Coin-locker The buyer has marked trade as “paid” but is unresponsive and inactive.
  • Payment issue the buyer is active, is stating that they have made an attempt to pay you, but you see an issue with the payment.
  • Other — You can always start a dispute if you notice any violation of Paxful Terms of Service. For example: If one of the parties impersonates the moderator, attempts to steal your Paxful account details, or forces you to continue a trade outside Paxful website.

Timeframes for disputes

Although you can start a dispute and invite moderators to assist you with the trade, when you can do so depends on certain conditions as elaborated in the table below:

Condition Bitcoin Seller Bitcoin Buyer
Before a trade is marked as “paid”. Cannot start a dispute. Cannot start a dispute.
A trade is marked as “paid” within five minutes from when it was started. Can start a dispute in 30 min. Can start a dispute in 3 h.
A trade is marked as “paid” after more than five minutes since it was started. Can start a dispute in 3 h. Can start a dispute in 3 h.

Note: You cannot dispute canceled or completed trades. In this case, you must start a new trade with the same user or report an issue by contacting Support.

Steps to start and win a dispute


1. In the trade chat, click Dispute.

Dispute1.pngThe Dispute dialog box appears.

2. Select a dispute reason from the list and explain what happened clearly in the text box below.

Here are the dispute options for sellers and buyers:

  • Bitcoin seller: Coin locking, payment issue, other.
  • Bitcoin buyer: Unresponsive vendor, payment issue, other.

For more info about dispute types, see Cases to start a dispute.

3. Click Start dispute and check your trade chat for a message from a moderator.

Dispute2.png

4. Provide as much evidence as you can, such as:

  • Proof of payment (transaction receipt, a screenshot of payment, video proof)
  • Proof of ownership (transaction receipt, receipt from the store of the gift cards, online receipt,
  • Operation screenshots or video recording.
  • Phone call recording of a conversation with the third party’s customer support.
  • Any additional proof as requested by our moderators.

The dispute will be investigated by our moderators and a decision will be made based on the evidence provided by both parties. Paxful moderators resolve disputes by evaluating trade terms, offer instructions, evidence of payment, trade chat interaction, user reputation, past trading history, as well as data submitted and or collected in accordance with the Privacy Policy.

Note: 

  • Once you have submitted a dispute request, you do not have to contact our Support. Our moderators will definitely look into your case as soon as possible and reach out to you.
  • Dispute investigation is a complicated process and may take time (up to three weeks). We are grateful for your patience and understanding.
  • Don’t flood the chat with messages as it may hold up the moderator. Wait for the moderator to join the dispute for investigation.

How to cancel your dispute?

If you have started a dispute but changed your mind and want to cancel it, do one the following:

  • If you started a dispute as a seller and you see that the buyer has resolved the issue from their side, click Release bitcoins.
  • If you started a dispute as a buyer and you see that the issue has been resolved, click Cancel.

Tip: To ensure the best solution possible, wait for a moderator and let them decide on how to solve the dispute.

Reasons for losing a dispute

If you lose a dispute, it could be for several reasons. The most common reasons are:

  • You were not able to provide clear reasons and evidence as requested by the moderator
  • The evidence you provided was not enough

We also check the trading history of both parties to see if you were able to follow the trade instructions or offer terms of the previous trades. A decision is made only when the investigation is finalized to the moderator’s satisfaction. Read more here: Why did I lose a gift card dispute? 

Read more on how to protect your funds from scammers in our security guide. If you trade with gift cards, check out these articles: Gift Card Trade Specifics.

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