How to dispute a transaction

Introduction

Sometimes, a buyer and a seller will disagree on a transaction. The reasons for such a disagreement are diverse but the most common ones are:-

• The seller delivered poor quality product/service
• The seller delivered wrong product than what was expected
• The seller did not deliver the product/service at all
• The buyer refused to release payment to the seller after recieving the product/service

In such cases, the transaction will be placed into the Dispute Resolution Process and both the buyer and seller will be required to submit some information to AssetEscrowLimited.

Before proceeding

Make sure you have disputed the transaction as outlined in these steps. Both a buyer and seller can dispute a transaction.

Click here to learn more about how the Dispute Resolution Process works

Step 1: Buyer returns the product/service to seller

1. After disputing a transaction, you will receive an email letting you know that the transaction has been placed in the Dispute Resolution Process.

2. The email will contain all the information required to complete this step. Please read everything carefully then click on the link in the email to access the AssetEscrowLimited Dispute Resolution Portal.

3. Next, you must log into the AssetEscrowLimited Dispute Resolution Portal with your AssetEscrowLimited account.

Login Tip

You can login with your normal AssetEscrowLimited email/MPESA number and password

3. Once you are logged in, find the disputed transaction in the list under the Disputes section and click on Resolve

4. Now you should see the Dispute Details page showing the 2 step process.
   • The first step is for the buyer to return the product/service back to the seller.
   • Please ensure you get proof of return as required on this page

5. Once you are ready to provide more info about the return, click on the green button to add details in the next form (shown below).

6. Once you submit the form, that's it. The seller will be notified to confirm receiving the product/service.

Step 2: Seller confirms receiving product/service from buyer

1. Once the seller receives the product/service returned from the buyer, they are required to log into the AssetEscrowLimited Dispute Resolution Portal and confirm the transaction.

2. The seller will receive an email (shown below) letting them know the buyer has returned the product/service.

   • There is important info included in this email about the next steps.
   • The seller is advised to read the email carefully, then click on the link included to access the AssetEscrowLimited Dispute Resolution Portal.

   

Login Tip

You can login with your normal AssetEscrowLimited email/MPESA number and password

3. Once you are logged in, find the disputed transaction in the list under the Disputes section and click on Resolve

4. You should see the Dispute Details page. Here, you can see the 2 step process. You will notice Step 1 section is already completed by the buyer

5. Click on the green Confirm button if you have received the product/service.
   • You can also skip the whole process altogether and process the refund back to the buyer immediately.
   • Please note, you must provide some information about the return, including damage, if any.

6. Once you have completed this step, click the green Confirm button. Now the transaction is going to be reviewed by our capable agents an a decision will be made.

Conclusion

When AssetEscrowLimited makes a decision regarding a Dispute, you will be notified thru email and SMS.

You can also track progress of the dispute by logging into the AssetEscrowLimited Dispute Resolution Portal.

If you have any questions, you can always reach us using out Contact Information Page

Last updated on 15 December, 2023