To ensure transaction security and protect user rights, AEGET has established the following rules for handling disputes in OTC trading. Users encountering any abnormal situations during transactions may follow this policy to request platform intervention.
I. What is a Dispute?
A dispute occurs when a disagreement arises during a transaction, and one party requests AEGET to intervene and assist with resolution. Common scenarios include but are not limited to:
1. Payment made but order canceled
2. Payment amount differs from order amount
3. Counterparty fails to perform obligations (e.g., fails to release or make payment)
4. Malicious behavior (e.g., threats, abuse, intentional delays)
AEGET support will review all relevant records and evidence and make a fair judgment.
II. Dispute Rules
2.1 Buyer-Initiated Disputes
(1) Order was canceled
- If the buyer paid but the order was canceled due to timeout or error, they may appeal or contact the seller to relaunch the order
- Do not cancel manually before crypto is released to avoid loss
(2) Payment amount differs from order
- Overpaid buyers may appeal for a refund
- If the seller refuses to refund, AEGET will not bear responsibility
(3) Seller does not release crypto
- If the seller delays for over 10 minutes after receiving payment, the buyer may contact them
- If no response after 1 hour, a dispute may be submitted
- For delayed payment methods, negotiate refund first; appeal if negotiation fails
(4) Seller requests a higher price
- If the seller refuses to release at the order price, the buyer may dispute
- If the order price is not over 5% below market, AEGET will support forced release
(5) Abusive language
- If insults or threats occur, users may appeal
- Accounts reported for this 3 or more times may face restrictions
2.2 Seller-Initiated Disputes
(1) Buyer clicks "Paid" but did not actually pay
- If no funds are received within 15 minutes, the seller may appeal
- If more than 2 hours pass without payment, the seller may request to cancel
(2) Payment account does not match identity
- If the buyer uses a non-KYC account, the seller may appeal and reject the order
- If funds are frozen due to this, AEGET may freeze the seller's account and revoke verification
(3) Crypto released before confirmation
- If the seller releases before confirming receipt, they may appeal, but recovery is not guaranteed
(4) Abusive language
- Sellers may dispute abusive language; repeated offenses lead to penalties
III. How to Submit a Dispute
If resolution is not possible with the counterparty, follow these steps:
1. Go to “Order Management” and locate the order
2. Click “Dispute”
3. Select dispute type and describe the issue
4. Upload evidence (e.g., payment proof, chat logs)
5. AEGET support will handle the case within the chat box
Clear and detailed evidence is recommended to expedite processing.
IV. How to Cancel a Dispute
If both parties reach an agreement:
1. Go to “Order Management” and find the disputed order
2. Click “Cancel Dispute”
3. Confirm to terminate the dispute and restore order status
Note: Only cancel if both parties have resolved the issue to avoid rights loss.
V. Processing Time and Outcome
- AEGET support usually intervenes within 24–48 hours of dispute submission
- Processing time may vary based on case complexity
- All users must comply with final decisions
- Non-compliance may result in restrictions or account freezing
VI. Important Reminders
1. All transactions must occur within AEGET; off-platform trading is prohibited
2. Do not use non-KYC payment accounts
3. Release crypto only after actual fund confirmation
4. If fraud is suspected, file a dispute and report the user
5. AEGET reserves the right to penalize violations, including banning or deactivating accounts
If you encounter any issues during trading, communicate first. If no resolution is found, use the dispute function. AEGET is committed to maintaining a secure and transparent trading environment.
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