Although the vast majority of the escrow deals go smoothly and successfully, there are cases that require the intervention of a third party — our moderators. On Dagpay we provide a dispute system through which we settle conflicts between our users in the best way possible.

Note - We recommend always to reach out to the seller first before raising the dispute to get any additional information. Open the dispute only if the seller refuses to send an agreed product, provide the agreed service or is completely unresponsive.

If you are still simply waiting for a shipped product to arrive for example due to delays by couriers or reasons unrelated to the sellers actions, then a dispute is not usually necessary. If all goes well, the deal could still be completed a bit later without needing to include a third party for resolution.

However, if you're still encountering issues, you can proceed to open a dispute as follows:

  1. Open the escrow deal from any of the escrow emails sent to you and click the link inside to open the escrow deal in your browser window.

  2. If you have accepted the deal and sent the payment to escrow, but seems like the seller hasn't held up to their end of the deal, (e.g. you haven't received the agreed product or service), you can click on the Open dispute button.

  3. This will open up a dialog where you can fill out the reason for opening a dispute. Make sure to enter the dispute reason description as clear and concise as possible.

A support person will then contact you to investigate the dispute as soon as possible. Provide as much evidence and any additional proof requested by the support contact person as you can. In the end, a decision will be made based on the evidence provided by both parties.

Please note also that the dispute investigation is a complicated process and may take time. We are grateful for your patience and understanding.

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