In peer-to-peer (P2P) trading, most transactions on Sargo are smooth and hassle-free. However, there may be times when a trade doesn’t go as planned. To resolve any disputes, Sargo offers an appeal process where customer service steps in to mediate. Here’s everything you need to know about how the appeal process works and when you should use it.

When Should You Open an Appeal?

Before opening an appeal, try to resolve the issue by communicating with your counterparty through the Sargo chat. This is often faster than escalating the issue. However, if communication fails and no agreement can be reached, you can proceed by clicking the “Help” button to open an appeal.

Once an appeal is filed, the funds will remain in escrow, and Sargo’s support team will mediate the situation.

Common Reasons for Filing an Appeal

As a Seller:

• Incorrect Payment Amount: The buyer transfers funds, but the amount is less than agreed.
• Payment Not Received: The buyer marks the order as paid, but you haven’t received the funds in your account.
• Third-Party Payment: The payment is sent from an account that doesn’t match the buyer’s registered name, which violates Sargo’s rules.
• Other Violations: The buyer insists on continuing the transaction off-platform or violates any other transaction policy.

As a Buyer:

• Crypto Not Released: You’ve made the payment, but the seller hasn’t released the crypto.
• Overpayment: You paid more than the required amount, and the seller won’t refund you.

How the Sargo Appeal Process Works

1. Open the Appeal: Clearly state the reason for the appeal and attach any relevant proof (e.g., payment confirmation, bank statements).
2. Chat Resolution: After opening the appeal, both parties have 10 minutes to resolve the issue through the chat. If an agreement is reached, the appeal can be canceled.
3. Customer Support Review: If no agreement is reached, Sargo’s support team steps in. They will examine the evidence and communicate with both parties to resolve the dispute.

Tips for Filing a Successful Appeal

• Be Clear and Concise: Clearly explain the issue and what you’re seeking. Provide detailed proof such as payment receipts or bank confirmations.
• Attach Relevant Proof: Screenshots of chats are not sufficient. Always provide actual payment documentation.
• Be Patient: Appeals can take 24-48 hours to resolve. Allow time for customer service to review the case.
• Be Respectful: Politeness goes a long way. Avoid using abusive language towards customer service or your counterparty during the process.

Frequently Asked Questions About Sargo Appeals

• What should I do if the buyer pays the wrong amount?

If the buyer sends less than agreed, refund the payment and cancel the order. If no agreement is reached, file an appeal.

• What if the buyer sends money from a different account?

If the buyer uses a third-party payment account, refund the payment and file an appeal.

• I received the payment after filing the appeal. What now?

You can cancel the appeal if you’ve resolved the issue or wait for customer service to help finalise the transaction.

• What if I forget to mark the order as paid?

Contact Sargo’s support team, provide the order details, and they will assist in verifying the payment and resolving the issue.

Conclusion

Sargo’s appeal process is designed to help users resolve disputes fairly and securely. Always try to communicate with your trading partner first, but if issues arise, use the appeal system to ensure a fair outcome. Stay safe, and follow these steps to protect yourself during P2P trading on Sargo.