Disputing a transaction

Introduction

Who can dispute a transaction?

Both the Buyer and Seller can dispute a transaction at any moment using the Red Cancel or Dispute button in the Transaction Details page

Sometimes, a buyer and seller will disagree for whatever reason, and the escrow transaction cannot continue as required. In such a case, the transaction will be come Disputed and the cancellation process will begin.

How are disputes resolved?

Once a transaction has been disputed, it will enter the Dispute Resolution Process.

How to dispute a transaction

1. Click on the Red Dispute (for buyers) or Cancel (for sellers) button

Dispute button for buyers

Dispute button for sellers

2. You will now see the Cancel Transaction page. You MUST enter a reason why you are cancelling this transaction. Please be as detailed as possible. Once you finish, click the Red Cancel Transaction button.

3. You will now see the Transaction Details page has updated to show the transaction is cancelled. You should also see a reason why the transaction was cancelled.

• An SMS and email notification will be sent to the other party notifying them you have cancelled the transaction

What is next after cancelling a transaction?

After cancelling a transaction, it will enter the Dispute Resolution phase where a return of the product/service will be required in order to process a refund.

Click here to learn more about the Dispute Resolution Process

Last updated on 6 December, 2023