Dispute resolution

When you can open a dispute

Disputes are available on deals where payment or delivery is in progress and the deal has not yet finished. You cannot open a dispute on deals that are already completed, canceled, or already disputed.

Eligible deal stages include, for example:

Payment pending Payment processing Paid Delivered Delivery rejected Funds on hold Releasing

Open the dispute from your deal page while signed in, or go to Create dispute and select the deal. You must accept the dispute rules before submitting.

Dispute reasons on xrowdeal

When you file a dispute, choose the reason that best matches your situation:

Non-delivery of asset
Wrong item delivered
Fake or counterfeit item
Payment not released
Partial delivery
Fraud or scam
Other (with clear explanation)

Generally accepted

Seller did not deliver as described
Item is fake, wrong, or incomplete
Payment or release issue tied to the deal
Suspected fraud with supporting proof

Usually not accepted

Change of mind after confirming receipt
Market price changes unrelated to the deal
Claims with no screenshots, files, or deal context
Demands for terms never stated in the deal description

False or edited evidence violates our Terms of service and can lead to account suspension and loss of dispute eligibility.

What happens after you file

1

Dispute opened

The deal status changes to disputed. Seller payout is paused until the case is resolved.

2

Record on the deal

Your reason and description are logged on the deal. Both parties receive a notification.

3

Evidence uploaded

You can attach up to five files (images or documents) with your dispute. Keep copies of anything you submit.

4

Review

Our team reviews the deal description, status history, payment records, delivery details, chat, and uploaded evidence.

5

Resolution

The deal is updated according to the outcome—for example release to the seller, refund to the buyer, or another resolution consistent with the facts.

While a dispute is open, use Help center or live support if you need to add information. See also Escrow rules for the full deal lifecycle.

Evidence that helps

Strong disputes include clear, dated proof tied to the deal:

Screenshots of delivery, login, or account handover (with timestamps visible)
Payment proof matching the amount and method on the deal
Relevant messages from deal chat or agreed channels
Short video showing asset access or functionality, if applicable
Any transaction reference (TXID) for USDT transfers related to the deal

Describe what happened in detail in the dispute form. Vague or hostile submissions slow down review.

Possible outcomes

Outcomes depend on the deal stage, evidence, and our policies. Examples include:

Buyer favored Refund or return of escrow funds when delivery failed or terms were materially breached.

Seller favored Release proceeds when delivery matched the deal and the buyer’s claim is not supported.

Partial resolution Adjustment when only part of the obligation was met, if supported by evidence.

Deal closed Cancel or end the deal when continuing is not appropriate.

Escrow fees and referral commissions follow the final deal outcome. Fee details are on Fees & pricing.

Fair use

Only open a dispute for genuine problems—not to delay payout or pressure the other party without cause.
Do not file repeated disputes on the same issue after a decision has been applied.
Cooperate with review; abusive behavior may result in account action.
Decisions are made to enforce the deal terms and evidence on record. Binding terms are in our Terms of service.