DIRECT XBT TRADING

Problems and refunds

Keep the agreed terms and payment records. After an order is accepted, either participant can use Raise an issue from their private order page.

1. Explain the problem. Describe non-payment, missing delivery, the item problem or requested refund. Do not post keys, private access links, identity documents or shipping addresses.
2. Discuss a resolution. Both participants and XBT Pulse support can add private notes. Normal order progression pauses while the issue is open. Check back for replies; no email is sent and support has no guaranteed response time.
3. Record the result. The person who opened the issue can mark it resolved with an explanation. That resumes the existing order stage; it does not move money.
4. If a full refund is agreed: agree the refund destination privately, then the seller sends the full order total from their own wallet and records the refund transaction ID. The buyer checks their wallet and confirms receipt to close the order as refunded. Partial refunds or other arrangements can be documented in the issue notes.

Support can help communication and remove problematic listings. It cannot reverse a payment, compel a refund, hold funds or provide binding arbitration. Direct payment carries counterparty risk; there is no escrow or buyer-protection guarantee.

Before acceptance, cancel or decline a request to change terms. For lost access, urgent abuse, or a full discussion thread, use the contact form with the order ID. Never send the private access link. Private orders and issue records are retained for 180 days.