Disputes

We have our dispute system through which conflicts between our users are settled in the fairest way possible.

Our marketplace offers an opportunity for our customers to freely trade cryptocurrency with each other and a vast majority of the trades go smoothly and successfully. But some cases, it requires an intervention of our moderators. This article will give you an overview of the dispute resolution process.

Steps to start a dispute

• In the trade chat, click Dispute.
• Select a dispute reason from the list and explain what happened clearly in the text box below — Here are the dispute options for sellers and buyers:
  • Cryptocurrency seller: Coin locking, payment issue, other.
  • Cryptocurrency buyer: Unresponsive vendor, payment issue, other.
• Click Start dispute and check the moderator's message on the trade chat
• Provide as much evidence as you can, such as:
  • Proof of payment (transaction receipt, a screenshot of payment, video proof)
  • Proof of ownership (transaction receipt, receipt from the store of the gift cards, online receipt, screenshots or video recording)
  • Phone call recording of a conversation with the payment method's customer support.
  • Any additional proof as requested by our moderators.
    

The dispute will be investigated by our moderators and a decision will be made based on the evidence provided by both parties. Noones moderators resolve disputes by evaluating trade terms, offer instructions, evidence of payment, trade chat interaction, user reputation, past trading history, as well as data submitted and or collected in accordance with the Privacy Policy.

How to cancel your dispute?

If you have started a dispute but changed your mind and want to cancel it, do one the following:

• If you're the crypto seller and the buyer has resolved the issue from their end, click Release to complete the trade
• If you're the crypto buyer and the issue has been resolved, click Cancel

Reasons for losing a dispute

If you lose a dispute, it could be for several reasons. The most common reasons are:

• You were not able to provide clear reasons and evidence as requested by the moderator
• The evidence you provided was not enough

We also check the trading history of both parties to see if you were able to follow the trade instructions or offer terms of the previous trades. A decision is made only when the investigation is finalized to the moderator’s satisfaction. 

Read more on how to protect your funds from scammers in our security guide. 

Wondering when is the right time to file a dispute to resolve an issue? Find out in this article. 

As a crypto buyer:

• If you’ve followed the seller’s instructions, completed the payment, but the seller refuses to release the crypto
• If you made the payment but the seller stops responding and has not released the crypto
• If you notice any violations of the Terms of Service

As a crypto seller:

• If the buyer marks the trade as “paid” without a valid payment and became unresponsive
• If the buyer says they have paid you, but you did not receive the payment or there’s an issue with the payment
• If you notice any violations of the Terms of Service

If you’re not sure how to file a dispute, take a look at this article for a step-by-step guide.

The more information you provide during the dispute process, the easier our team will be able to process your dispute. We’ve put together a collection of best practices to help our team accurately process your disputes.

When uploading evidence:

• Make sure the image is not cut off or cropped
• Make sure the image is clear
• Do not alter or change the image

What information should I provide?

Gift card disputes:

Crypto Buyer:

• Image of the gift card with the Noones trade chat clearly in the background (please make sure that all four corners of the card are in the image)
• Receipts to prove that you own the gift card
• Video recording while checking the balance of the gift card before uploading it during the trade 
• Evidence showing you own the gift card (history from the issuer’s website, etc.)
  

Crypto Seller:

• A full screen, un-cropped screenshot that shows both the code itself and the error message received when trying to redeem
• Video recording while trying to redeem the card after getting the code from the buyer

For more information on gift card disputes, take a look at this article. 

Bank transfer disputes:

• A PDF of your bank statement that shows the transaction
• Video recording of transaction history (name must match the name on your Noones account, and please show the transaction history from the day before the trade up until today)
• Audio recording from you and the financial institution confirming the transaction

Online wallet disputes:

• Screenshot confirming the status of the online wallet transaction
• Proof that the online wallet belongs to you (video recording of your online wallet account name matching the name on your Noones account)

Debit/credit card disputes:

• Proof that your card was charged (video recording of your bank account name matching the name on your Noones account and 10 days of transaction history and please make sure the date is visible)
• Audio recording of the conversation between you and your card provider confirming the transaction

Cash disputes:

• Any evidence that shows your cash withdrawal (bank statement, ATM receipt, etc.)

Digital currency disputes:

• The trade/hash ID of the transaction
• Any additional screenshots that proves you completed the transaction

The best way to resolve a trade issue is by filing a dispute as soon as possible so that our team can quickly investigate the matter. The sooner a dispute is filed, the more resources our team will have to help resolve the dispute. 

If you’re not able to file a dispute, it could be due to the following:

• The trade was cancelled
• The buyer failed to mark as PAID resulting in an expired trade (system automatically cancelled the trade)

You can reach out to us about this by sending as much information as you can such as the trade ID, proof of ownership/payment, details of what happened, etc. Our team will then do their best to investigate, take necessary action, and ensure this doesn't happen again in the future, but it is not guaranteed we will be able to resolve the issue.

Despite minimal support from gift card services, Noones conducts thorough investigations to resolve gift card disputes. Here are several possible reasons why you may lose a dispute.

As a buyer, you could lose your dispute due to any of the following reasons:

• Not providing valid evidence requested within the timeframe given to you
• Unable to prove that you are the original owner of the gift card. We do not advise selling a card that you did not originally buy — Brokering of gift cards is not allowed
• Selling a used or invalid gift card
• The evidence provided was insufficient 
• A violation of the other party’s offer terms and/or trade instructions
• Failing to provide proof of payment, not responding to the seller or being inactive in the trade after clicking "Paid" (please note that in these cases, your dispute may be decided in under 12 hours)
• Other violations of Noones’ Terms of Service

Supporting the trade of gift cards for a cryptocurrency is complicated. The guidelines we follow are to protect the Noones community when a gift card trade is disputed.

As a seller, you could lose your dispute due to any of the following reasons:

• You redeemed a valid gift card and did not release the cryptocurrency
• A violation of the offer terms and/or trade instructions
• Suspicious trade activity
• You provided insufficient, false, or edited evidence
• Other violations of Noones’ Terms of Service

What to do during a gift card dispute?

If you enter a dispute, you must be prepared to prove that you are the owner of the card. If you are not the original owner of the gift card, this makes proving the validity of the gift card very difficult. For this reason, sellers of cryptocurrency are highly favored in such disputes. 

What do we ask for in gift card disputes?

• A photo of the original gift card with your Noones trade chat clearly visible in the background
• A complete photo of the original receipt (no cut-offs)
• For electronic codes (e-codes), an invoice of the original payment and video recording of your bank statement as proof of purchase
• Proof of conversation with the gift card issuing company’s customer support
• Any additional evidence as required by Noones (Example: ID Verification)

As per our Terms of Service, we remind you that Noones is not a licensed gift card vendor nor an authorized dealer of any gift card issuer, and brokering or reselling gift cards is strictly prohibited on our platform. Noones understands that gift card disputes can be quite challenging and we are continuously working towards solutions to make the trading experience safe and secure for all our users.

To keep Noones a safe experience for all, unbiased moderators decide who wins or loses a dispute.

If you lost a dispute, it could be due to the following:

• The user did not provide the requested evidence within the given timeframe
• Suspicious trade activity
• The user did not submit the trade/hash ID of the transaction
• Buyer or Seller did not submit a PDF of their bank/online account statement that shows the transaction
• The user provided insufficient, false, or edited evidence
• Buyer or seller violated the other party’s offer terms and/or trade instructions.
• User violated any of Noones’ Terms of Service.

During a dispute, we recommend that users of both parties adhere to our Terms of Service. At Noones, we try to be as fair and as helpful as possible, and during the process, we recommend that users be forthcoming with information in order to quickly and correctly resolve the dispute. 

What do we ask for in disputes?

During a dispute, we also ask for any evidence that may help the moderator make a decision. Evidence can include the following:

• A PDF of your bank/online account statement that shows the transaction
• A video recording/screenshot of the online wallet where the transaction that took place
• The trade/hash ID of the transaction
• Any additional screenshots that prove you completed the transaction

For further information on what to provide in a dispute visit our Help Center page: What Information Should I Provide During a Dispute.

Noones understands that filing a dispute can be a frustrating experience, and we are continuously working towards solutions to make the trading experience safe and secure for all our users. If you have further questions on your dispute claims please reach out to our support team. 

For more information on why you may have lost a dispute specifically related to gift cards, visit our  Why did I lose a Dispute? (Gift Card) page.