Reporting a chargeback

While selling cryptocurrency some payment methods have an option of a chargeback. This means that after you’ve received a payment for your crypto your trade partner can request his funds back. A chargeback may happen as it is allowed by some third-party services that are used as payment methods. If such a situation occurs, here is what you can do.

Note:

  • You can report a chargeback only for the following payment methods: Amazon Gift Card, Bank Transfer, MTN Mobile Money, PayPal, Zelle Pay.
  • You can report a chargeback only after a trade has been completed (cryptocurrency has been released from the trade escrow).
  • After receiving your report, we’ll do our best to solve the case. However, we don’t guarantee your funds at 100%.
  • Make sure you’ve investigated the issue with your bank or wallet service provider before submitting a report with us.
  • If you’ve already submitted a report, please give us some time to get back to you with our response. Thank you for your patience!

1. Open the trade in the list of your past trades: Dashboard > View past trades

2. On the bottom of the trade page, click Report a chargeback.
click-report-a-chargeback.png
The Report a chargeback dialogue box appears.
Reporting-a-chargeback-dialogue-box.png

3. On the Report a chargeback dialogue box, do the following:

  • Choose one of the reasons for your report;
  • Tick all boxes if any;
  • Write any additional information into the Additional information field (sender’s name, email, and so on);
  • Click Upload to upload a screenshot of any chargeback related messages and one screenshot of your wallet balance;
  • Click Report chargeback to submit your request.

Click-Report-Chargeback.png
A confirmation dialogue box appears.

4. On confirmation dialogue box, click Okay.
Click-Okay.png

We’ve received your report and will get back to you as soon as possible.

Tip: You can check the status of your report on the bottom of your trade page at any time. There are three chargeback report statuses:

  • Pending
  • Confirmed
  • Dismissed

 Chargeback-report-status.png

Here are some safety tips to help you protect your funds.

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