How to open a dispute for a P2P order
Oct 31, 2024
If you do not receive the fiat payment or cryptocurrency during an exchange, you can open a dispute. This allows the support team to review the case and decide whether the locked cryptocurrency should be returned to the seller or released to the buyer.
Step-by-Step Instruction
Step 1. Select the Order
Go to the “Action required” section of the Wallet page and choose the active order for which you want to open a dispute.
Step 2. Access the Dispute Option
If the buyer has already marked the fiat payment as sent but the seller did not confirm receipt within the timer’s limit, a “Dispute” button will appear in the order card.
Click this button to proceed.
Both the buyer and seller can open a dispute.
Once a dispute is opened, both parties become participants in the case.
Step 3. Provide Details and Open a Dispute
Check all order details carefully.
Add a mandatory comment describing the issue — this will help the support team start the investigation.
Click “Open a dispute” to create a request.
Step 4. Communicate with Support
A chat with the Ellyx Support Team will open. Both you and the counterparty will be contacted to clarify the situation.
If you close the chat, you can reopen it at any time either from the same order card or from the Support page in your list of requests.
Step 5. Wait for Resolution
The support team will review the case and request proof:
- Buyers may need to provide confirmation of the fiat payment.
- Sellers may need to provide confirmation that the payment was not received.
🎉 Congratulations — your dispute has been successfully submitted!
The maximum resolution time for a dispute is 2 business days, though most cases are resolved faster.
Next Steps
While waiting for resolution, make sure you have any necessary evidence ready (e.g., payment receipts, screenshots from your bank or wallet).