When to Open a Dispute
If the counterparty (merchant) doesn’t fulfill their obligation, you have the right to open a dispute. Common scenarios include:- Merchant confirmed payment but you didn’t receive fiat
- You sent payment but merchant won’t release stablecoins
- Order stuck in a status with no progress from counterparty
Dispute Process
Follow these steps to open and manage a dispute:Open a dispute
Open a dispute within the allowed time window using the dispute button in the app for the specific order.
Submit evidence
Submit evidence in-app to support your claim. The more detailed and clear your evidence, the better.Good evidence includes:
- Payment receipts or transaction confirmations
- Screenshots of order details and status
- Communication records with the merchant
- Bank statements or transaction history
- Any other relevant documentation
How Disputes Are Resolved
Disputes are resolved on-chain by authorized admins under protocol fault rules. The resolution process:- Admins review submitted evidence from both parties
- Decision is made based on protocol rules and evidence quality
- Resolution is executed on-chain automatically
- Both parties are notified of the outcome
Jury-based escalation tiers are planned for a future release, which will provide additional dispute resolution options.
Tips for Successful Disputes
Act Quickly
Open disputes as soon as you identify an issue, within the allowed time window.
Document Everything
Keep records of all transactions, communications, and actions taken.
Be Clear
Provide clear, factual descriptions of what happened and what went wrong.
Submit Evidence
Upload all relevant evidence that supports your claim.