When the buyer has a trade on Remitano, there are some common reasons to put the trade under dispute:
Seller did not release the money
Buyer has paid more than the amount required for this transaction
Seller asks to continue this trade outside Remitano platform
Seller provided wrong bank details
Other
Note: Buyer and seller can dispute after the buyer has sent payment and marked the payment as “Transferred”.
Step 1: Click on Transferred
The buyer needs to click on Transferred and Submit the payment proof
Step 2: Click File a dispute
The buyer will see the screen countdown the time of the dispute
When the time is up, the buyer can click on File a dispute
Step 3: Submit dispute details
3.1. Dispute reason
You are requested to provide the reason that you want to dispute the trade (single-choice):
Seller did not release the money
Buyer has paid more than the amount required for this transaction
Seller asks to continue this trade outside Remitano platform
Seller provided wrong bank details
Other
3.2. Additional information (maximum 200 characters) (required)
It is suggested that you provide any further information to make more clarification for the dispute.
3.3. Dispute proofs
Upload a dispute proof: Screenshots of your payment, receipts, bank statements of your bank account, recordings of your bank app starting from the login page and include:
• Sender’s name
• Bank account number
• Transaction details (Receiver’s name, transaction ID, transaction date)
• Amount transferred
NOTES:
* Supported files: pdf, png, jpg, heic, mp4, mov
* Max total size for all files: 50mb
* Max files: 3 files per upload
Step 4: 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 5: View the dispute result
You will see the result of your dispute after CS has resolved (Released or Canceled).
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!