How a dispute works
3 min read
Short answer
Open a dispute from the deal before you release the money. It stays held while you both share evidence. If you can't agree between you, our team decides who gets it within 48 hours.
What happens, step by step
- 1
You raise it
Open the deal and choose to open a dispute. Pick a reason and say what happened. Nobody can release the money while it's open.
- 2
Both sides share evidence
The other person is told and can reply. Add photos, delivery notes or receipts. Your deal chat is already part of the record.
- 3
Settle it or hand it to us
You can agree between yourselves in the dispute chat. Either of you can hand it to us at any time, and a person on our team decides within 48 hours.
The money moves
Depending on the decision, it goes back to the buyer, to the seller, or is split. You both see the reason in the app.
Good evidence
Clear photos of what arrived next to what was promised settle most disputes quickly. Keep the packaging until it's decided.
Keep talking inside the deal chat. Messages on other apps are harder for us to check.
More questions
Once released, the money belongs to the seller and can't be reversed through KetaPay. Contact us anyway if you think it was fraud and we'll look at what we can do.
Until you release the money. For goods, that's within the 24 hour check period after delivery.
Yes. Agree in the dispute chat, then cancel the dispute or ask us to split the money the way you agreed.
If we decide on a full refund for goods, the refund goes through once the item is back with the seller.
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