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 first?
- Use the “Contact Seller” button on the order page to get in touch with the counterparty and request a refund.
- If you are unable to reach an agreement, you can contact our support team — we will do our best to assist you. Please make sure to attach proof of payment when submitting your request.
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.
Since crypto assets are automatically released back to the seller upon cancellation, we cannot guarantee the issue will be resolved in your favor.
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
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 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.