Disputes
How disputes work and how to protect yourself.
What is a Dispute?
A dispute is when the client requests platform intervention because they believe the order wasn't completed correctly.
Timeframes
| Stage | Time |
|---|---|
| Client can open dispute | After 30 minutes of order |
| Maximum deadline to open | 24 hours after order |
When Disputes Are Allowed
| Order Type | Status for Dispute | Why |
|---|---|---|
| BUY | CANCELLED | Auto-cancels after 15min, dispute after 30min |
| SELL / PAY | COMPLETED | Only finalizes after merchant confirms |
Common Reasons
- Client didn't receive payment
- Payment made to third parties (Uber, store) and not identified
- Amount automatically reversed to merchant
- PIX key typed wrong (by client or merchant)
Dispute Results
BUY Orders
| Case | What Happens | Result |
|---|---|---|
| Merchant Fault | Order force-completed, user receives crypto, fiat resolved manually | COMPLETED |
| User Fault | No refund, user's RP reduced | No change |
SELL / PAY Orders
| Case | What Happens | Result |
|---|---|---|
| Merchant Fault | Order cancelled and reversed, full refund + fee | CANCELLED |
| User Fault | No refund, user's RP reduced | COMPLETED |
What to Do in a Dispute
1. Don't Panic
Support will analyze calmly.
2. Have Ready
- ✅ Screenshot of order in P2P (click "see details")
- ✅ PIX receipt screenshot
- ✅ Any relevant communication
3. Wait for Support
Support will contact you for verification and analysis.
⚠️ NEVER Do This During a Dispute
- ❌ Pay or refund payment
- ❌ Negotiate directly with client
- ❌ Take any action without guidance
Wait for support instructions.
How to Protect Yourself
Documentation
- Save ALL receipts
- Screenshot important conversations
- Organize by date/order
Best Practices
- Only complete with receipt in hand
- Check amounts before sending
- Respond quickly to support
What Prevents Disputes
- Speed (goal under 50s)
- Attention to detail
- Clear communication
Impact of Losing Disputes
| Quantity | Consequence |
|---|---|
| 1 lost dispute | Amount deducted from stake |
| 3+ lost disputes | Stake held for analysis |
| Proven fraud | Permanent ban + 100% of stake |