Canceled and Completed Orders
General rules and recommendations:
- Communicate only in the order chat. Do not open external links or share your personal contact information.
- In case of any doubts or disputes, do not complete or cancel the order and contact our support team right away. If you have already confirmed or canceled the order, try to find the information below that matches your situation.
Buyer’s frequently asked questions
I canceled the order/forgot to confirm the payment, but have already transferred the funds to the seller
What should you do if you sent the fiat payment to the seller, but the order was canceled?
Contact the seller.
On the order page, tap ‘I Have a Problem?’ → ‘Contact Seller’.
Try to reach an agreement to complete the canceled order or to create a new one.
If you’re unable to reach an agreement — contact our support team.
Describe the situation in detail and make sure to attach proof of fiat payment. We will do our best to assist you.
Contact your bank.
You may be able to request a refund. In some cases, the bank can help recover the payment.
Important to know:
In accordance with cl 5.2.h of the P2P Market's Terms of Use,
the buyer may lose funds if the order is canceled after payment transfer to the seller.
We rely on P2P Market participants to adhere to the principles of honesty and good faith. However, since fiat payments are made outside of Wallet directly between order parties, and the crypto is automatically returned to the seller when the order is canceled, we cannot guarantee a refund or the release of cryptocurrency by the seller.
The order is completed, but I still have a question
If you have any questions regarding the trade, please use the chat to communicate and resolve them with the seller.
To open the chat, tap the “Contact Seller” button.
Please note: once the seller confirms the payment, the order is completed and the cryptocurrency is deposited to your balance.
Seller’s frequently asked questions
The buyer sent me payment, but the order was canceled — I want to transfer the crypto
You can transfer the cryptocurrency for which you received payment if you have enough crypto assets on the balance of your ad.
How to do this:
- Scroll to the bottom of the order page and tap “I have a problem”.
- Select “I’ve received the payment.”
- The system will automatically release the crypto to the buyer.
If there is not enough crypto in the ad or the ad is inactive, please replenish the balance of that specific ad and make sure it is active before initiating the transfer.
If the automatic transfer option is not available:
- Contact the buyer using the “Contact Buyer” button.
- Ask for the same payment details the funds were originally sent from.
- Do not send funds to other accounts to avoid potential fraud risks.
If you need help, you can reach out to our support team, and we will assist you in transferring the crypto.
The buyer requested a refund after the order was completed
If you have already confirmed receipt of fiat payment in the order, it was completed, and the cryptocurrency was released to the buyer — and then the buyer requests a refund, please contact our support team. We will review the order details and help you understand the situation.
Important: do not return the received fiat payment on your own. A refund request after the order is completed may indicate fraudulent behavior — especially if the buyer claims it was a “mistake” or says they’ve “changed their mind.” You can learn more about this here.
I didn't receive the payment, but the order is already completed
If the order has already been completed, and payment has not been received, you can try negotiating with the buyer for crypto refund or funds transfer by tapping on the “Contact buyer” button.
If you can’t reach an agreement, you can write to support, and we will try doing everything in our power to assist. Since the order has already been completed, we cannot guarantee that the situation will be resolved in your favor.
Who is responsible:
In accordance with cl. 4.2.v.d. of the P2P Market's Terms of Use,
only the seller is responsible for verifying receipt of payment for the order.
Therefore, since funds are transferred outside Wallet, we recommend not to confirm the receipt until the payment is actually credited to your balance.
We also recommend reading our article that will help you secure your trading experience.
What happens to the cryptocurrency if the order is canceled?
It depends on the type of ad the order was created from:
If you responded to a buy ad:
When the order is canceled, the cryptocurrency is immediately returned to your main balance.
If the order was created from your sell ad:
When the order is canceled, the cryptocurrency is not returned to your main balance right away. It remains reserved in the active ad and can still be used for future orders.
How to return the cryptocurrency to your main balance?
To move the reserved cryptocurrency back to your main balance, you need to stop the ad.
To do this:
- Open the P2P Market.
- Go to "My Ads" section.
- Find the relevant ad.
- Tap "Stop".
After that, the cryptocurrency will be unreserved and shown in your main balance. You’ll be able to use it as you wish — for example, to withdraw or create a new ad.