High-level expectations for buyers and sellers.
Refunds and cancellations depend on payment method (card vs crypto path), order state, and dispute outcome. When a refund is approved, it may return to the original payment method when possible or appear as wallet balance depending on the review outcome and payment type.
If you paid and did not receive the goods, start with the seller in Messages / order chat, then escalate via Disputes & appeals. If there is no active order dispute button, open Live support and choose Refund or balance return.
Include your order id, wallet reference, payment confirmation screenshot, and a short summary of what happened when you have them.
For buyer coverage basics, see TradeShield for buyers.
If you issue a refund or staff reverses a line, expect wallet and fee lines to adjust in activity after processing.
For seller hold and release basics, see TradeShield for sellers.
Points may reverse when orders refund — see Buyer loyalty.
This article is not legal advice; it describes product behaviour at a high level.
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