Dispute Policy

When a dispute can start

• Only after the buyer taps "I've paid". Before that no money has moved: the buyer cancels, or the payment window cancels the order.
• P2PLY opens one itself when the seller misses the release window (15 minutes on instant methods, 30 minutes on others), or when the payment window ends while the buyer has uploaded a payment proof. The second kind is never cancelled automatically.
• The seller's USDT stays frozen in escrow for the whole dispute. It moves only on a recorded decision, after that decision's window.

Fast-Track when the seller does not respond

If a case was opened because the seller missed the release window, the seller then posts nothing for 30 minutes, and the buyer has uploaded a video of the payment or a bank statement PDF, P2PLY decides for the buyer automatically. The USDT is held for 24 hours. In that time the seller can appeal with their bank statement and a moderator decides, or a moderator can change the decision. If neither happens, the USDT is released to the buyer. Orders above 1,000 USDT, and cases where the seller has answered, always go to a moderator.

The 10-minute talk stage

A dispute opened by a buyer or seller starts with 10 minutes in which both sides can settle it in the order chat. Only the person who opened it can withdraw it. The order then goes back to waiting for the seller, the release clock restarts, and the same order cannot be disputed again for 5 minutes. After 10 minutes a moderator takes the case. A dispute opened by P2PLY goes straight to a moderator.

How a moderator decides

Each reason has a side that must prove its claim and an outcome when it is not proven. Releasing USDT to the buyer is never the default: it is earned by proof. When in doubt, the USDT stays with the seller.

Evidence that counts

• Strongest: the seller confirms the money arrived.
• Then: a bank statement line or payment reference, such as the 12-digit UPI transaction number (UTR) the seller can look up in their own bank.
• Then: a video of the payment in your bank app. If your bank blocks screen recording, use the Record video button on the order with P2PLY open on a second phone or a laptop and film your phone, or upload the bank's PDF statement.
• A screenshot on its own never decides a case. It only supports other evidence.
• For a third-party or name case: evidence of the sender's name plus a statement or reference. For a recall: the bank's recall notice. For a frozen account: the bank's freeze notice. For pressure or extra demands: the order chat.

Partial, over and third-party payments

• An order ends one of two ways: the USDT is released to the buyer, or returned to the seller. P2PLY cannot split an order.
• Partial or wrong amount: the seller should not release. A moderator decides on the evidence. Money paid outside P2PLY is returned between the two people directly, because P2PLY never holds it.
• Paid from an account that is not in the buyer's verified name: the USDT returns to the seller and the seller sends the money back to whoever paid it.

Decisions and appeals

Both sides are told the decision at the same time, in the order chat, by notification and by email. Each side can appeal once, within the appeal window shown with the decision. Until a decision is applied the moderator may change it, and both sides get a fresh window. An appeal gets one final decision, applied at once.

Consequences

• Every dispute and its outcome stays on the account's record.
• Two orders in 30 days that a moderator returned to the seller after P2PLY escalated them on a proof that did not show a payment: new buy orders are paused until the older of the two is 30 days old. Selling still works.
• Fake proofs, fake or borrowed ID, account takeover or money laundering: the account is frozen and closed, and the records are kept.

Privacy of evidence

Evidence is seen by the person who uploaded it and the moderator. A buyer's payment proof is also shown to the seller. Contact details are removed from the other side's text; UPI transaction numbers are not.