DIRECT XBT TRADING

Problems and refunds

Keep the agreed terms and payment records. After an order is accepted, either participant can use Raise an issue from their private order page.

1. Explain the problem. Describe non-payment, missing delivery, the item problem or requested refund. Do not post keys, private access links, identity documents or shipping addresses.
2. Discuss a resolution. Both participants and XBT Pulse support can add private notes. Normal order progression pauses while the issue is open. Check back for replies; no email is sent and support has no guaranteed response time.
3. Record the result. The person who opened the issue can mark it resolved with an explanation. That resumes the existing order stage; it does not move money.
4. If a full refund is agreed: agree the refund destination privately, then the seller sends the full order total from their own wallet and records the refund transaction ID. The buyer checks their wallet and confirms receipt to close the order as refunded. Partial refunds or other arrangements can be documented in the issue notes.

Support can help communication and remove problematic listings. It cannot reverse a payment, compel a refund, hold funds or provide binding arbitration. Direct payment carries counterparty risk; there is no escrow or buyer-protection guarantee.

Before acceptance, cancel or decline a request to change terms. After acceptance and before any payment is reported, either participant can choose Cancel unpaid order after checking with the other party that no payment was sent. Resolve any open issue first. Cancellation does not reverse funds; if money was sent to an order already marked cancelled, contact support with the order ID. For lost access, urgent abuse, or a full discussion thread, use the contact form with the order ID. Never send the private access link. Private orders and issue records are retained for 180 days.

Privacy and direct payments

Pseudonymous accounts. No KYC required. XBT Market hosts listings and trade records. Direct payments go between users’ wallets; the website does not send those payments or hold the purchase funds.

Marketplace messages and private trade records are access-controlled, but they are not end-to-end encrypted. Site operators can access them. Public listings, payment activity and details you share may identify you; pseudonymous accounts do not guarantee complete anonymity.

Keep access to your account

Open Account → Security to add a second passkey or backup security key. Check your passkey provider’s sync and recovery settings; backup availability depends on that provider.

Save your one-use recovery codes privately, separate from your phone. If you lose access, choose Lost access? Use a recovery code on the account page. Then add a replacement passkey and remove lost ones. Replacing recovery codes invalidates the old set. There is no email reset or recovery from a name alone.

Keep guest private links safe too; account recovery does not recover an unconnected guest link, wallet or escrow signing key. Never send recovery codes, private links or wallet credentials to support.