Dispute Resolution

How paySwapr handles trade disputes — fairly, transparently, and within a clear timeframe.

On this page

1. What is a dispute?

A dispute is a formal escalation raised inside an active trade when the buyer and seller cannot reach an agreement on their own. Once a dispute is opened, the escrow remains frozen and a paySwapr moderator is assigned to review the evidence and make a binding decision.

Disputes exist to protect both parties. If you are a seller who has not received payment, or a buyer who has sent payment but the seller is refusing to release escrow, a dispute is the right tool to use.

Escrow stays locked. Once a dispute is opened, neither party can release or cancel the escrow unilaterally. The funds remain safe until a moderator resolves the case.

2. When should I open a dispute?

Open a dispute if any of the following are true:

  • You are a buyer who has sent confirmed payment but the seller is not releasing escrow.
  • You are a seller who believes the buyer's payment proof is fraudulent, incomplete, or from a third-party account.
  • Either party is unresponsive beyond the trade window without explanation.
  • You have evidence that the counterparty is acting in bad faith (e.g. threatening, stalling, or attempting to coerce).
  • A voucher or gift card trade involves a code that cannot be verified or was found to be invalid.
Do not open a dispute prematurely. Always try to resolve the issue directly in the trade chat first. Frivolous disputes may affect your account standing.

3. How to open a dispute

Disputes can only be opened from within an active trade. You cannot open a dispute on a completed or cancelled trade.

1

Go to your trade

Open the active trade from your Trades page.

2

Click "Open Dispute"

Find the dispute button in the trade action panel. It becomes available once the trade is in the paid or escrow phase.

3

Describe your issue

Briefly explain why you are opening the dispute. Be clear and factual.

4

Submit & await contact

A moderator will be assigned and will reach out to both parties within the response window.

Once submitted, you will receive a notification confirming the dispute is open and a moderator has been assigned. Keep the trade chat active — the moderator will communicate there.

4. The review process

Our moderators are trained members of the paySwapr team. When a dispute is assigned:

  1. Both parties are notified and asked to provide their evidence and side of the story through the trade chat. All communication must remain within the paySwapr platform.
  2. Evidence is reviewed — the moderator examines all trade chat messages, payment screenshots, timestamps, and account history relevant to the case.
  3. Clarifications may be requested. The moderator may ask follow-up questions. You must respond within 24 hours or the case may be decided without your input.
  4. A decision is made and communicated to both parties. The escrow is then released to the winning party or returned to the seller.

In high-value or complex cases, a senior administrator may take over the dispute. Their decision carries the same authority as a standard moderator ruling.

Moderators do not accept evidence submitted outside the paySwapr trade chat — phone screenshots of alleged off-platform conversations or third-party proof will not be considered.

5. What evidence to provide

Strong, clear evidence significantly helps your case. Provide as much of the following as applies:

  • Payment screenshots showing the recipient, amount, date, and reference number — from within your bank or payment app, not just a "payment sent" notification.
  • Bank or transaction statements that confirm the payment was debited from your account.
  • Correspondence within the paySwapr trade chat that supports your position.
  • Voucher redemption proof (for gift card trades) — screenshots of the card being accepted or rejected.
  • Timestamps — exact times you took action in the trade (paid, escrowed, messaged, etc.).
Never send sensitive financial documents (e.g. full bank statements with unrelated transactions) to the other party. Upload evidence only to the trade chat, not in external channels.

6. Possible outcomes

A dispute can end in one of three ways:

Released to Buyer

The moderator determines payment was made and is valid. Escrowed crypto is released to the buyer's wallet.

Returned to Seller

The moderator determines payment was not made, is fraudulent, or violated trade terms. Escrowed crypto is returned to the seller.

Investigation Escalated

In rare cases involving suspected fraud or systemic abuse, the case is escalated to a senior administrator for deeper review before a final decision is made.

All moderator decisions are final and binding. By trading on paySwapr, you agree that moderator rulings represent the sole mechanism for resolving trade disputes.

7. Timeline & response times

  • Assignment: A moderator is assigned within a few hours of the dispute being opened, depending on queue volume.
  • Your response window: You have 24 hours to respond to any moderator request for information. Missing this window may result in the dispute being decided without your input.
  • Resolution: Most disputes are resolved within 24–72 hours of all evidence being submitted. Complex cases may take longer.
  • Notification: Both parties are notified immediately when a decision is made, via in-platform notification and (if enabled) Telegram.
Disputes are handled in the order they are received. Do not open multiple disputes for the same trade or contact support repeatedly — this slows down the review process for everyone.

8. Do's and don'ts

Do

  • Keep all communication inside the trade chat.
  • Provide clear, timestamped payment screenshots.
  • Respond to the moderator promptly within 24 hours.
  • Remain calm and factual in all messages.
  • Submit all evidence at once, not piecemeal.
  • Read the trade terms before opening a dispute.

Don't

  • Submit edited or cropped screenshots.
  • Move communication to WhatsApp, Telegram, or email.
  • Threaten or harass the other party.
  • Open a dispute to pressure someone into cancelling.
  • Ignore moderator messages.
  • Initiate a chargeback — this is a violation of our terms.

9. Appeals

If you believe a dispute was resolved incorrectly due to a clear error of fact — not simply because you disagree with the outcome — you may submit an appeal.

  • Appeals must be submitted within 7 days of the dispute resolution date.
  • Send your appeal to support@payswapr.com with the subject line "Dispute Appeal — [Trade Ref]".
  • Include your trade reference, your account username, and a clear explanation of the factual error you believe was made.
  • Appeals are reviewed at our sole discretion. Filing an appeal does not automatically suspend the original decision or freeze any funds.
Appeals based solely on disagreement with the moderator's judgement — without new factual information — are unlikely to be successful and may delay support for other users.

10. Contact & further help

For questions about the dispute process or to submit an appeal, contact our support team:

For general questions, visit the Help Center or browse the FAQ.

To open a dispute on an active trade, go to your Trades page, open the trade, and use the dispute button.

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