What happens if something goes wrong with my transaction?
If there is a problem with your transaction, you can report the transaction by clicking on the Report button within the ongoing order.
Before reporting, try to resolve the issue with the counter-party by using the [Chat] functionality, or contacting them via a call or Telegram, for faster resolution. However, if you are both unable to resolve the issue, you can Report the transaction. This creates a dispute chat which includes you, the merchant and an Onboard staff, where we assist you to resolve the problem.
The [Report] button is only enabled if after a certain time limit, the counter-party has failed to act by either marking your cash payment as received (when you're buying), or marking that they have sent cash to you (when you're selling).
During a dispute, the crypto is locked in escrow, and is not accessible to any of the parties involved. Our staff will contact you by chat and email, and review all the evidence carefully before resolving the dispute. Please provide all evidence you have to support the concern you have with the transaction so the dispute can be resolved as quickly as possible.
You've marked that you have paid cash, and after 15 minutes, the seller hasn't released the crypto. Try to contact them via the in-app chat, Telegram or a phone call before raising a dispute. If they don't respond, or refuse to release the crypto, you can then raise an appeal.
The buyer has marked cash as sent, but the amount you received from them does not correspond with the actual amount for the order.
The buyer has marked cash as sent, but you did not receive the payment in your account. Contact the buyer first, and if you do not reach an agreement, you can raise a dispute.
You can also raise a dispute if the buyer has sent you cash with an account that does not match the name shown on the order details.
When should you report a transaction?
Before reporting, try to resolve the issue with the counter-party by using the [Chat] functionality, or contacting them via a call or Telegram, for faster resolution. However, if you are both unable to resolve the issue, you can Report the transaction. This creates a dispute chat which includes you, the merchant and an Onboard staff, where we assist you to resolve the problem.
The [Report] button is only enabled if after a certain time limit, the counter-party has failed to act by either marking your cash payment as received (when you're buying), or marking that they have sent cash to you (when you're selling).
During a dispute, the crypto is locked in escrow, and is not accessible to any of the parties involved. Our staff will contact you by chat and email, and review all the evidence carefully before resolving the dispute. Please provide all evidence you have to support the concern you have with the transaction so the dispute can be resolved as quickly as possible.
Reasons for Reporting a Dispute
As a Buyer
You've marked that you have paid cash, and after 15 minutes, the seller hasn't released the crypto. Try to contact them via the in-app chat, Telegram or a phone call before raising a dispute. If they don't respond, or refuse to release the crypto, you can then raise an appeal.
As a Seller
The buyer has marked cash as sent, but the amount you received from them does not correspond with the actual amount for the order.
The buyer has marked cash as sent, but you did not receive the payment in your account. Contact the buyer first, and if you do not reach an agreement, you can raise a dispute.
You can also raise a dispute if the buyer has sent you cash with an account that does not match the name shown on the order details.
Updated on: 14/04/2023
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