• Why Did I Lose a Dispute?

    In order to keep Paxful a great and safe experience for all, we use moderators when a dispute has been placed. As a part of Paxful protocol, our moderators are the neutral judges when deciding who wins or loses a dispute.

    Below are several common reasons why a user may lose: 

    • The user did not provide the requested evidence within 12 hours of the dispute.
    • Suspicious trade activity
    • The user did not submit the trade/hash ID of the transaction
    • Buyer or Seller did not submit a PDF of their bank/online account statement that shows the transaction
    • The user provided insufficient, false, or edited evidence
    • Buyer or seller violated the other party’s offer terms and/or trade instructions.
    • User violated any of Paxful’s Terms of Service.

    Note: Some of these reasons could lead to you being permanently banned from our platform.


    What to do during a dispute?

    During a dispute, we recommend that users of both parties adhere to our Terms of Service. At Paxful, we try to be as fair and as helpful as possible, and during the process, we recommend that users be forthcoming with information in order to quickly and correctly resolve the dispute. 


    What do we ask for in disputes?

    During a dispute, we also ask for any evidence that may help the moderator make a decision. Evidence can include the following:

    • A PDF of your bank/online account statement that shows the transaction
    • A video recording/screenshot of the online wallet transaction that took place
    • The trade/hash ID of the transaction
    • Any additional screenshots that prove you completed the transaction

    For further information on what to provide in a dispute visit our Help Center page: What Information Should I Provide During a Dispute.

    Paxful understands that filing a dispute can be a frustrating experience, and we are continuously working towards solutions to make the Paxful trading experience safe and secure for all our users. If you have further questions on your dispute claims please reach out to our support team. 

    For more information on why you may have lost a dispute specifically related to gift cards, visit our page Why did I lose my gift card dispute. For more information on how to start a dispute, visit this Help Center page.

  • When Should I File a Dispute?

    There are a few instances where filing a dispute is your best option to resolve an issue. 

    As a buyer:

    • If you’ve followed the seller’s instructions, completed the payment, but the seller refuses to release the crypto
    • If you made the payment but the seller stops responding and has not released the crypto
    • If you notice any violations of the Terms of Service

    As a seller:

    • If the buyer marks the trade as “paid” but is unresponsive
    • If the buyer says they have paid you, but you did not receive the payment or there’s an issue with the payment
    • If you notice any violations of the Terms of Service

    If you’re not sure how to file a dispute, take a look at this article for a step-by-step guide.

  • What Information Should I Provide During a Dispute?

    General tips:

    The more information you provide during the dispute process, the easier our team will be able to process your dispute. We’ve put together a collection of best practices to help our team accurately process your disputes.

    When uploading evidence:

    • Make sure the image is not cut off or cropped
    • Make sure the image is clear
    • Do not alter or change the image

    What information should I provide?

    Gift card disputes:

    Buyer:
    evidence_--_gift_card_disputes.png

    • Image of the gift card with the Paxful trade chat clearly in the background (please make sure that all four corners of the card are in the image)
    • Receipts to prove that you own the gift card
    • Video recording of checking the balance of a gift card before uploading it during the trade 
    • Evidence showing you own the gift card (history from the issuer’s website, etc.)

    Seller:

    • A full screen, un-cropped screenshot that shows both the code itself and the error message received when trying to redeem

    For more information on gift card disputes, take a look at this article

    Bank transfer disputes:
    evidence_-_PDF_of_bank_statement.png

    • A PDF of your bank statement that shows the transaction
    • Video recording of transaction history (name must match the name on your Paxful account, and please show the transaction history from the day before the trade up until today)
    • Audio recording from you and the financial institution confirming the transaction

    Goods and services disputes:

    • Any evidence you have (selfie with the person you traded with, receipts, etc.)

    Online wallet disputes:
    evidence_-_online_wallet_transaction.png

    • Screenshot of the online wallet transaction that took place
    • Proof that the online wallet belongs to you (video recording of your online wallet account name matching the name on your Paxful account)

    Debit/credit card disputes:

    • Proof that your card was charged (video recording of your bank account name matching the name on your Paxful account and 10 days of transaction history and please make sure the date is visible)
    • Audio recording of the conversation between you and your card provider confirming the transaction

    Cash disputes:

    • Any evidence that you have that shows your cash withdrawal (bank statement, ATM receipt, etc.)

    Digital currency disputes:

    • The trade/hash ID of the transaction
    • Any additional screenshots that prove you completed the transaction
  • I Have an Issue with a Trade but I Can’t File a Dispute

    The best way to get it resolved is through filing a dispute. The sooner a dispute is filed, the more resources our team will have to help resolve the dispute. 

    If you’re not able to file a dispute, our team will do our best to help, but we may not be able to resolve the issue. Our team will investigate and take necessary action, if needed, to help make sure that this doesn’t happen again in the future.

    If you reach out to us about this, please send us as much information as you can, such as the trade ID, proof of ownership, evidence, details of what happened, etc. 

    Note: We will only allow this one time. We recommend taking a look at the guide we put together to help prevent issues like this in the future.

  • Why Did I Lose a Gift Card Dispute?

    As a buyer, you could lose your dispute due to any of the following reasons:

    • Not providing valid evidence requested within the time frame given to you
    • Unable to prove that you are the original owner of the gift card. We do not advise selling a card that you did not originally buy. No brokering of gift cards is allowed
    • Selling a used or invalid gift card
    • The evidence provided was insufficient 
    • A violation of the other party’s offer terms and/or trade instructions
    • Failing to provide proof of payment, not responding to the seller or otherwise being inactive in the trade after clicking "Paid" (please note that in these cases, your dispute may be decided in under 12 hours)
    • Other violations of Paxful’s Terms of Service

    Warning: Some of these reasons could lead to you being permanently banned from our platform.

    Supporting the trade of gift cards for a cryptocurrency is complicated. The guidelines we follow are to protect the Paxful community when a gift card trade is disputed.

    As a seller, you could lose your dispute due to any of the following reasons:

    • You redeemed a valid gift card and did not release the cryptocurrency
    • A violation of the offer terms and/or trade instructions
    • Suspicious trade activity
    • You provided insufficient, false, or edited evidence
    • Other violations of Paxful’s Terms of Service

    What to do during a gift card dispute?

    Paxful conducts thorough investigations to resolve gift card disputes, despite minimal support from gift card services. If you enter a dispute, you must be prepared to prove that you are the owner of the card. If you are not the original owner of the gift card, this makes proving the validity of the gift card very difficult. For this reason, sellers of cryptocurrency are highly favored in such disputes. 

    What do we ask for in gift card disputes?

    • A photo of the original gift card with your Paxful trade chat clearly visible in the background
    • A complete photo of the original receipt (no cut-offs)
    • For electronic codes (e-codes), an invoice of the original payment and video recording of your bank statement as proof of purchase
    • Proof of conversation with the gift card issuing company’s customer support
    • Any additional evidence as required by Paxful (Example: ID Verification)

    Note: Gift card disputes may take up to three weeks to resolve. Following the moderator's instructions and being responsive in the trade chat is important in resolving the dispute in a timely manner. Here’s a detailed article about the dispute process.

    As per our Terms of Service, we remind you that Paxful is not a licensed gift card vendor nor an authorized dealer of any gift card issuer - and brokering or reselling gift cards is strictly prohibited on our platform. Paxful understands that gift card disputes can be quite challenging and we are continuously working towards solutions to make the trading experience safe and secure for all our users.

  • How Do I Start a Dispute on Paxful?

    Paxful offers an opportunity for our customers to freely trade crypto with each other. Although the vast majority of the trades go smoothly and successfully, there are cases that require the intervention of a third party our moderators. On Paxful we have our own dispute system through which we settle conflicts between our users in the best way possible. This article will give you an overview of the dispute resolution process. 

    Video

    Here’s a short and informative video on the topic:

     

    Steps to start a dispute


    1. In the trade chat, click Dispute.

    Dispute1.pngThe Dispute dialog box appears.

    2. Select a dispute reason from the list and explain what happened clearly in the text box below.

    Here are the dispute options for sellers and buyers:

    • Cryptocurrency seller: Coin locking, payment issue, other.
    • Cryptocurrency buyer: Unresponsive vendor, payment issue, other.

    For more info about dispute types, see Cases to start a dispute.

    3. Click Start dispute and check your trade chat for a message from a moderator.

    Dispute2.png

    4. Provide as much evidence as you can, such as:

    • Proof of payment (transaction receipt, a screenshot of payment, video proof)
    • Proof of ownership (transaction receipt, receipt from the store of the gift cards, online receipt,
    • Operation screenshots or video recording.
    • Phone call recording of a conversation with the third party’s customer support.
    • Any additional proof as requested by our moderators.

    The dispute will be investigated by our moderators and a decision will be made based on the evidence provided by both parties. Paxful moderators resolve disputes by evaluating trade terms, offer instructions, evidence of payment, trade chat interaction, user reputation, past trading history, as well as data submitted and or collected in accordance with the Privacy Policy.

    Note: 

    • Once you have submitted a dispute request, you do not have to contact our Support. Our moderators will definitely look into your case as soon as possible and reach out to you.
    • Dispute investigation is a complicated process and may take time (up to three weeks). We are grateful for your patience and understanding.
    • Don’t flood the chat with messages as it may hold up the moderator. Wait for the moderator to join the dispute for investigation.

    How to cancel your dispute?

    If you have started a dispute but changed your mind and want to cancel it, do one the following:

    • If you started a dispute as a seller and you see that the buyer has resolved the issue from their side, click Release.
    • If you started a dispute as a buyer and you see that the issue has been resolved, click Cancel.

    Tip: To ensure the best solution possible, wait for a moderator and let them decide on how to solve the dispute.

    Reasons for losing a dispute

    If you lose a dispute, it could be for several reasons. The most common reasons are:

    • You were not able to provide clear reasons and evidence as requested by the moderator
    • The evidence you provided was not enough

    We also check the trading history of both parties to see if you were able to follow the trade instructions or offer terms of the previous trades. A decision is made only when the investigation is finalized to the moderator’s satisfaction. Read more here: Why did I lose a gift card dispute? 

    Read more on how to protect your funds from scammers in our security guide