Canceled and Completed Orders

I accidentally canceled the order/forgot to confirm it before timeout, but I have already transferred the payment to the seller

We hold the crypto during an active order, but once it is cancelled, the crypto assets are automatically returned to the seller, and we can no longer control them.

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. To prevent this, please do not cancel the order after sending the payment. If you have already canceled it, try discussing a refund possibility with the seller using the “Contact Seller” button.

If you were unable to reach an agreement with the seller, you can write to support, and we will try doing everything in our power to assist. But since the order has already been canceled, we cannot guarantee that the situation will be resolved in your favor.

The order is completed, but I still have a question

After the seller confirms the payment, the order is completed, and the cryptocurrency is credited to your balance. 

If you have any questions regarding your order, please use the chat to discuss and resolve them with the seller. To open the chat, tap on the “Contact Seller” button.

The buyer sent me payment, but the order is canceled

You can transfer the paid crypto if you have enough crypto assets in the balance of your ad. You can do it by scrolling down the deal page to the end, clicking on the button "I have a problem" and choosing "I've received the payment".

If there is not enough crypto in the ad where the deal was cancelled, or if this offer is inactive, please replenish the balance of this specific ad and activate it.

If you are not able to send crypto, then you can try contacting the buyer by tapping on the “Contact Buyer” button and specifying the requisites for return. We recommend returning it only to the same requisites via which you received the payment initially.

The buyer sent a refund request for the completed order

Since the order has been completed and the crypto has been sent to the buyer, it is not possible to open the appeal.

You can try discussing the situation with the buyer by tapping on the “Contact Buyer” button.

If you were unable to reach an agreement with the buyer, you can write to support, and we will try doing everything in our power to assist. But since the order has already been completed, we cannot guarantee that the situation will be resolved in your favor.

I did not receive payment, but the order is completed

We hold the cryptocurrency during the active order, but as soon as you confirm payment receipt in Wallet, the tokens are sent to the buyer's account, and the order is completed.

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.

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.

We also recommend reading our article that will help you secure your trading experience.