When the seller has a trade on Remitano, there are some common reasons to put the trade under dispute:
The seller has not seen payment in the bank account
The buyer paid the wrong amount
The buyer made the payment from an account different from their name.
The buyer negotiates with the final price
Others
NOTE: The trade can only be disputed AFTER the buyer has sent payment and marked it as “Transferred”.
Step 1: Click “Dispute” then click on “File a dispute” button
You can click on “File a dispute” button after the payment status changes to “Paid/Verifying Payment"
Step 2: Submit dispute details
2.1. Dispute reason
You are requested to provide the reason that you want to dispute the trade (single-choice):
I have not seen payment to my account
The buyer paid the wrong amount
The buyer made the payment from an account different from their name.
The buyer negotiates with the final price
Others
2.2. Additional information (maximum 200 characters) (required)
It is suggested that you provide any further information to make more clarification for the dispute.
2.3. Dispute proofs
As a seller, these are common proofs to provide when disputing a trade:
Bank statement in PDF format, or a video of your mobile banking/browser from the home page to your transaction history showing no payment received.
NOTES:
Supported files: pdf, png, jpg, heic, mp4, mov. Size < 50 mb for all files.
Max total file size: 50mb
Max files: 3 files per upload
Step 3: Wait for Remitano's support team to review your dispute request
In this stage, the screen demonstrates updates about the dispute for users (communications with the customer support team, and communications from the counterparty)
You can:
Update additional proofs as required by customer support
Cancel dispute (You can only cancel a dispute if you are the person who clicked on the “Filed a dispute” button before). The trade status should be reverted to “Paid/ Verifying Payment” and users can release/cancel the trade by themselves
Chat with CS and counterparty.
Step 4. View the dispute result
On this screen, the final result of your dispute ( canceled or released) is demonstrated as soon as Customer Support resolves.
Please follow the terms in our trading policy at https://remitano.com/btc/policy-trading
Important Notes
Once the funds have been released from escrow, the dispute process cannot be restarted. This is because once the funds have been transferred to the other party, they are no longer under our control and we are unable to intervene in any further disputes.
If you need more help regarding this trade, please contact our Customer Support team for assistance.
Thank you!