Dispute and Resolution Process

When you can open a dispute, what to prepare, and how the outcome is decided.

1. 1

   Paso 1

   When a Dispute Can Be Opened

   Dispute is for balance‑sale transactions to a counterpart. After you click Đã chuyển, the counterpart has 15 minutes to confirm. If not confirmed within that period, the Dispute button opens. The counterpart can open a dispute at any time after you click "Đã chuyển".

2. 2

   Paso 2

   Open Dispute

   Go to Giao dịch đang mở, select the order and click Khiếu nại. Clearly state the reason and attach evidence — screenshots of the transfer order, receipt, exchange messages. The more specific the evidence, the faster the processing.

3. 3

   Paso 3

   Discussion within Dispute

   Each dispute has its own discussion pane between you, the counterpart, and the administrator. The administrator may request additional evidence; you will receive a notification. Respond promptly, as incomplete files will prolong processing time.

4. 4

   Paso 4

   Result

   The administrator reviews and decides the winning side. If you win, the sale proceeds are added to your balance and the counterpart’s collateral is released accordingly. If the counterpart wins, the collateral is returned to their insurance wallet. The decision is recorded in both parties’ dispute history.