Disputing a transaction
Introduction
Who can dispute a transaction?
Both the Buyer and Seller can dispute a transaction at any moment using the Red Cancel or Dispute button in the Transaction Details page
Sometimes, a buyer and seller will disagree for whatever reason, and the escrow transaction cannot continue as required. In such a case, the transaction will be come Disputed and the cancellation process will begin.
How are disputes resolved?
Once a transaction has been disputed, it will enter the Dispute Resolution Process.
How to dispute a transaction
- Click on the Red Dispute (for buyers) or Cancel (for sellers) button
- You will now see the Cancel Transaction page. You MUST enter a reason why you are cancelling this transaction. Please be as detailed as possible. Once you finish, click the Red Cancel Transaction button.
- You will now see the Transaction Details page has updated to show the transaction is cancelled. You should also see a reason why the transaction was cancelled.
- An SMS and email notification will be sent to the other party notifying them you have cancelled the transaction
What is next after cancelling a transaction?
After cancelling a transaction, it will enter the Dispute Resolution phase where a return of the product/service will be required in order to process a refund.
Click here to learn more about the Dispute Resolution Process
Last updated on 6 December, 2023