How does RedotPay handle P2P disputes?
When a dispute is filed, a dispute specialist reviews the case and works to resolve it fairly and promptly. The steps depend on the type of issue.
What happens if a user doesn't cooperate with a dispute?
RedotPay may restrict the account functions of users who don't cooperate during the dispute process.
Is RedotPay responsible if I lose funds in a P2P trade?
RedotPay isn't liable for losses from P2P trades and can't guarantee the recovery of funds. Dispute specialists review each case and assist where possible, but outcomes depend on the evidence and the other party's cooperation.
Buyer disputes
I paid, but the seller hasn't released the crypto in time. What happens?
It depends on your payment method:
Instant payment: A specialist asks the seller to release the crypto. If the seller doesn't respond in time, the order is completed manually after your video proof of payment is verified.
Non-instant payment: A specialist monitors the transaction. If the seller proves they didn't receive payment after 6 days, the order is canceled. If you provide valid video proof and the seller can't prove non-payment, payment is assumed to be received and the order is completed.
I paid more than the order amount. Can I get the extra back?
If you overpaid and marked [Payment completed], a specialist asks the seller to refund the difference. If the seller refuses, you're responsible for the resulting loss.
The seller is demanding a higher price or won't release the crypto. What can I do?
If you paid the correct amount but the seller demands more money or fees, or won't release the crypto, a specialist completes the order manually after verifying your video proof of payment. Tip: always check the ad's price and terms before placing an order.
The seller gave no payment method, asked to move off-platform, or used a third-party account. What happens?
This is treated as a violation and possible fraud.
If you haven't paid: The specialist cancels the order after verification.
If you've paid: With valid evidence, the specialist requires the seller to refund you or complete the order. If the seller won't refund, the order is completed after verification.
RedotPay isn't responsible for losses caused by unclear payment information in the order details.
Seller disputes
The buyer marked [Payment completed] but I haven't received anything. What happens?
If the buyer can't provide payment proof, the specialist cancels the order after verifying your evidence. Repeatedly blocking trades this way may suspend the buyer's account functions.
If the buyer provides proof but you have evidence of non-payment, the specialist monitors the transaction. If you prove non-payment after 6 days, the order is canceled. If you can't, and the buyer has valid video proof, payment is assumed received and the order is completed.
The buyer's payment doesn't match the order or their verified details. What happens?
Third-party payment: If the buyer pays from an account other than your specified method, RedotPay isn't responsible for losses and doesn't guarantee a refund.
Name mismatch: If the buyer's payment account name doesn't match their RedotPay-verified name, it breaks P2P rules and their trading may be suspended. You must refund in full or complete the order; once you show proof of refund or the buyer confirms receipt, the order is canceled. The buyer covers any fees.
Underpayment: The buyer must pay the balance within the set time and cover any extra fees. If they don't, you refund the amount received.
If you already released crypto on an underpayment: The specialist asks the buyer to pay the rest. If they refuse, you bear the loss.
I released crypto but never received payment. What can I do?
Contact a dispute specialist to report it. If the buyer won't respond or cooperate, you can report the case to law enforcement. Note: you're responsible for confirming payment before releasing crypto, so RedotPay isn't liable for the loss and can't guarantee recovery.
My account was frozen after I received payment. What happens to the order?
Before the order completes: The specialist checks whether a refund is possible. If the bank or payment channel can refund, the order is canceled once confirmed. If no refund is possible or you don't respond, payment is assumed accepted and funds are released.
After the order completes: If you can prove the freeze was caused by the buyer's payment, the buyer must help resolve it.
RedotPay isn't liable for P2P risks, including fiat compliance issues.
The buyer put sensitive words in the transfer note and I haven't released the crypto. What should I do?
If the buyer includes sensitive terms like "cryptocurrency," "P2P," or "BTC" that could trigger account restrictions, the specialist will ask you to release the crypto or process a refund. The buyer covers any refund fees.
The buyer reversed their payment after I released the crypto. What happens?
If the reversal came from a security or technical issue, the specialist asks the buyer to pay again or return the assets, on a best-effort basis. RedotPay isn't liable if the buyer won't cooperate.
If the buyer reversed it on purpose or falsely claimed it was unauthorized, it's treated as fraud. After verification, their remaining balance is frozen and transferred to you as compensation. If their balance is too low, RedotPay isn't responsible for the loss and can't guarantee recovery.
All RedotPay P2P users
What happens if someone uses offensive or abusive language?
Offensive or abusive language in real-time chat or order comments can lead to action. Verified reports may result in suspension of the offending user's account functions.
What does RedotPay do if fraud is confirmed?
A dispute specialist will:
Permanently disable the fraudulent party's P2P trading and delist their ads.
Freeze their account funds for 60 days. Unresolved disputes are then reviewed to decide whether the funds can be unfrozen.
If you lost assets to fraud, attempt to freeze the offender's assets and help recover them. If their balance is too low, RedotPay isn't responsible for the loss and can't guarantee recovery.
Can I report fraud to law enforcement?
Yes. RedotPay can't share personal information without official legal documents due to privacy rules, but will cooperate fully if local authorities contact us.