A chargeback is when a payment you received has been retracted. This guide explains how to report a chargeback if it happens to you.

Some payment methods have an option of a chargeback. This means that after you’ve received a payment for your crypto your trade partner can request their funds back. A chargeback may happen as it is allowed by some third-party services that are used as payment methods.

As a reminder, the platform is not obligated to initiate or handle chargebacks and is not liable if a party reverses, charges back, or otherwise disputes a transaction via an avenue made available to the party through the payment method used in the transaction, including after a dispute is closed.

If this does happen, here is what you can do:

1. Open the trade in the list of your past trades: Dashboard > View past trades

2. In the trade chat:

• Write additional information into the trade chat (sender’s name, email, and so on);
• Click Upload to upload a screenshot of any chargeback related messages and one screenshot of your wallet balance.

3. On the bottom of the trade page, click Report Bad Behaviour.

4. On the Report Bad Behaviour dialogue box, do the following:

• Choose the "Chargeback" reason for your report;
• Click on "Acknowledge and Report"

You now have submitted a chargeback report and we will get back to you as soon as possible.

You can also report a chargeback through the Contact Form. 

To get started, we’ll need a video recording of:

• The transaction indicating the date and amount received
• The transaction indicating the date and payment reversal

We’ll also need the trade ID where this happened. 

Here are some safety tips to help you protect your funds in the future.