FAQ Answer
Disputes, Scams, and Safety
What should I do if the seller does not release the crypto?
If you have already paid, keep the trade active, preserve your payment evidence and contact the seller through the trade chat. Open a dispute if the problem remains unresolved.
Answer
If you have completed the fiat payment but the seller has not released the cryptocurrency, do not cancel the trade. Cancelling after payment may close the order while the seller still has your money.
Take the following steps:
- Verify the payment. Confirm that the correct amount was sent using the agreed payment method and that the transfer is completed rather than pending or scheduled.
- Contact the seller. Use the Senpero trade chat to state that payment has been completed and provide the relevant transaction reference.
- Preserve your evidence. Keep the receipt, transaction ID, payment date, amount, recipient details and all messages exchanged during the trade.
- Open a dispute if necessary. If the seller remains unresponsive or refuses to release the crypto, use the dispute option associated with the order and submit clear evidence.
Do not send another payment, move the conversation outside Senpero or share passwords, authentication codes, private keys or recovery phrases. Follow the instructions displayed within the active order and keep the trade open while the dispute is reviewed.
Smart-contract escrow keeps the cryptocurrency locked during the trade, but a clear payment record is still essential for resolving the case.