Dispute Resolution Process

Dispute Resolution

CoinExchange.Cash has a fair and transparent dispute resolution process to protect both buyers and sellers.

When to Open a Dispute

You can open a dispute when:

• You've sent payment but the seller won't release escrow
• The buyer claims to have paid but you haven't received anything
• There's a disagreement about the trade terms
• Any other issue that prevents normal trade completion

The Dispute Process

1. Open a Dispute — From the trade detail page, click "Open Dispute"
2. Provide Details — Explain the issue and upload evidence
3. Arbitrator Assignment — An arbitrator is assigned from our pool
4. Evidence Review — Both parties can submit evidence (screenshots, receipts, chat logs)
5. Decision — The arbitrator reviews all evidence and makes a binding decision
6. Appeal — If you disagree, you can appeal once to a Super Admin (L2)

Evidence Guidelines

Strong evidence includes:

• Screenshots of payment confirmations
• Bank statements showing transfers
• Chat/message history showing agreements
• Transaction receipts with timestamps

Upload evidence as images (PNG, JPG) or PDFs. All files are scanned for malware.

SLA Commitments

• 90% of disputes resolved within 48 hours
• Arbitrators are rated on resolution quality and speed
• SLA compliance is publicly visible on our transparency page

Auto-Release Fallback

If an arbitrator fails to act within the SLA timeframe, an automatic resolution process kicks in to prevent indefinite fund locking.

Reserve Fund

In rare cases where the standard process isn't sufficient, CoinExchange.Cash maintains a reserve fund for goodwill compensation.