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 escrowThe buyer claims to have paid but you haven't received anythingThere's a disagreement about the trade termsAny other issue that prevents normal trade completionThe Dispute Process
Open a Dispute — From the trade detail page, click "Open Dispute"Provide Details — Explain the issue and upload evidenceArbitrator Assignment — An arbitrator is assigned from our poolEvidence Review — Both parties can submit evidence (screenshots, receipts, chat logs)Decision — The arbitrator reviews all evidence and makes a binding decisionAppeal — If you disagree, you can appeal once to a Super Admin (L2)Evidence Guidelines
Strong evidence includes:
Screenshots of payment confirmationsBank statements showing transfersChat/message history showing agreementsTransaction receipts with timestampsUpload evidence as images (PNG, JPG) or PDFs. All files are scanned for malware.
SLA Commitments
90% of disputes resolved within 48 hoursArbitrators are rated on resolution quality and speedSLA compliance is publicly visible on our transparency pageAuto-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.