In EMCD P2P, disputes are reviewed by support based on order data, chat history, and submitted evidence. The speed and completeness of the response may affect the final decision.
When a dispute can be opened
A dispute may be initiated if:
The buyer marked the payment as sent, but the seller does not release the cryptocurrency
The seller does not see the incoming funds
The seller does not release the cryptocurrency after the funds have been credited
Payment is made in violation of the maker’s terms
Payment is sent after the order has been canceled
The transfer amount differs from the amount specified in the order
The sender’s name does not match the P2P account details
Suspicion of fraudulent activity arises
After a dispute is opened, the order is locked until the review is completed.
What happens after a dispute is opened
The order receives the status Dispute opened
The cryptocurrency remains frozen in escrow
EMCD support joins the order chat
Both parties receive a notification requesting evidence
The decision is based only on objective data — payment documents, chat history, and order terms.
How to respond to a dispute
1. Respond promptly
Do not ignore the dispute notification. Delayed responses may affect the final decision. Email and account notifications should be checked regularly.
2. Provide supporting documents
Depending on the role in the transaction:
If acting as the buyer:
Attach a payment receipt or transfer confirmation
Specify the exact payment time
Provide a bank statement if required
Ensure the document clearly shows the amount, recipient details, and transaction status
If acting as the seller:
Provide a bank statement covering the transaction period
Confirm the absence of incoming funds (if applicable)
Clarify any discrepancies in the amount or sender details
Screenshots must be complete and readable. Cropped or edited images may be rejected.
3. Review order terms
During the review, the following are checked:
Compliance with the specified payment method
Matching of the sender’s name with account details
Compliance with the payment time limit
Absence of prohibited comments in the payment reference
Violation of the terms may affect the final decision.
4. Communicate clearly in chat
All messages in the order chat are recorded and considered during the review. It is recommended to:
Keep responses relevant and concise
Avoid personal accusations
Not suggest off-platform transfers
Not edit or delete messages
Dispute outcomes
After review, EMCD support may:
Require the seller to release the cryptocurrency
Cancel the order and return the asset to the seller
Request additional documents
Temporarily restrict the account if violations are detected
If systematic violations are identified — such as frequent unjustified cancellations or attempts to bypass rules — additional measures may be applied.
Important Note: EMCD does not control, verify, or process fiat payments between users and does not guarantee their success, timing, or refund. Any disputes related to fiat transfers are outside EMCD’s scope of control.