During a P2P order, the seller’s cryptocurrency is temporarily locked in escrow. If a dispute is opened, the asset remains in escrow until a decision is made by the support team or until one of the parties resolves the order independently: the seller by confirming receipt of funds, or the buyer by canceling the order using the Will not send funds option.
Only the seller can open a dispute for an active order.
When a Seller Can Open a Dispute
A seller may initiate a dispute in the following situations:
Payment was received from a third party
The sender’s name does not match the details of the buyer’s P2P account
A payment method not specified in the order was used
The transferred amount does not match the trade conditions
The buyer marked the order as Paid, but the funds were not actually received
In these cases, the seller should not release the cryptocurrency and may open a dispute.
How a Dispute Is Reviewed
After a dispute is opened:
The order remains in its current status
The cryptocurrency remains secured in escrow
The EMCD support team joins the review process
Both parties must provide explanations and supporting evidence
During the review, the following factors are examined:
The existence and status of the bank transfer
Whether the sender’s name matches the P2P account details
The accuracy of the amount and currency
Compliance with the advertisement terms
Communication in the order chat
Only information related to the order and official payment confirmations are considered during the review.
What Evidence May Be Required
As part of the dispute review, the support team may request the following:
Payment receipt or transfer confirmation
Bank statement showing the transaction
Screenshot showing the payment status
Confirmation that the payment account belongs to the account holder
Additional video confirmation of the transaction, in certain cases
Providing false or edited information is considered a violation of platform rules and may lead to suspension of P2P access.
Possible Dispute Outcomes
After reviewing the case, EMCD P2P may:
Confirm the release of cryptocurrency to the buyer
Cancel the order and return the asset to the seller
Issue a warning or temporarily restrict access to the P2P platform if violations are identified
The decision is made based on the available evidence, platform rules, and the terms of the specific advertisement.
Important
A dispute can only be opened before the order is completed
Communication related to the trade must take place exclusively in the order chat
Messages from external platforms are not accepted as evidence during dispute reviews