Payment Sent, Cryptocurrency Not Released
Situation
The buyer sent payment, but the seller has not confirmed receipt or released the cryptocurrency.
Why it happens
The payment has not yet been credited to the seller’s account
Funds were sent using incorrect payment details
Order terms were violated (for example, a missing or incorrect payment comment)
The seller is not responding
What to do as a buyer
Verify that the payment was successfully sent and debited using the correct payment details
Mark the order as Paid only after the transfer is completed
Contact the seller in the order chat
If the seller does not respond or refuses to release the cryptocurrency, open a dispute and provide proof of payment.
Payment Not Visible to the Seller
Situation
The buyer marked the order as Paid, but the funds have not been received by the seller.
Why it happens
Delays caused by the bank or payment system
Payment was sent under a different name
Transaction is still being processed or may be reversible
What to do
Buyer — provide payment confirmation with full details (amount, recipient, and status)
Seller — verify incoming funds using the bank statement, not notifications alone
Do not cancel the order if the payment has already been sent
The final decision is made after confirming receipt of funds.
Payment Method Mismatch
Situation
The buyer uses a payment method different from the one specified in the order.
Why it matters
The seller has the right to reject such a payment, even if the funds arrive.
What to do
Try to resolve the issue in the order chat
If no agreement is reached, open a dispute
Order terms always take priority.
Third-Party Payment
Situation
Funds are received from a sender whose name does not match the buyer listed in the order.
Risk
Such payments are often linked to chargebacks, disputes, or fraudulent activity.
What to do a seller
Do not release the cryptocurrency
Open a dispute and wait for verification
Request to Cancel After Payment
Situation
The seller requests cancellation of the order after receiving payment.
What it means
Once the order is cancelled, the cryptocurrency is returned to the seller.
What to do a buyer
Do not cancel the order after payment has been made
Open a dispute instead
Paid Status Without Actual Payment
Situation
The buyer marks the order as Paid without sending funds.
What to do as a seller
Verify incoming funds
Request proof of payment in the order chat
If no payment is received — open a dispute
Incorrect Payment Amount
Situation
The amount sent is higher or lower than the amount specified in the order.
What to do
Try to resolve the issue in the order chat
If the issue cannot be resolved, open a dispute
Dispute Resolution Process in EMCD P2P
A dispute initiates a formal review process during which all order data is analyzed.
The dispute is opened within the order
Both parties submit evidence
Order terms and chat history are reviewed
The support team makes the final decision
The cryptocurrency remains locked in escrow until the review is completed.
Key Factors in Dispute Review
The decision is based on all available order data, including:
Proof of payment
Accuracy of payment details
Matching of the sender’s name
Compliance with order terms
Actions taken within the order, including chat history, timing, status changes
Common User Mistakes
These mistakes often lead to disputes or order cancellation:
Making payments outside the order
Canceling the order after payment
Ignoring order terms
Failing to provide payment confirmation
Marking the order as Paid without actually sending funds
Following order rules reduces the risk of disputes and delays.