Ticket color-codes (statuses) explained

SWAPD Knowledge Base Checkout Tickets
1

Effective Date: Sep 1st, 2025

Understanding Ticket Statuses

Ticket statuses are color-coded indicators that help members and subcontractors track the progress of transactions within Checkout Tickets and the Tickets tab. Each status reflects an administrative stage managed by SWAPD (operated by VEYYO Limited Partnership, Canada, as Merchant of Record).

Dispute

When a ticket is marked Dispute, it means the Buyer and Subcontractor were unable to resolve a transactional issue themselves. SWAPD staff will collect final statements from both sides and then issue a binding ruling.

  • Disputes are final and non-appealable.
  • Members are strongly encouraged to resolve issues amicably instead of escalating.
  • Alternative outcomes may include partial refunds, installment refunds, replacements, prorated adjustments, restarting services, or modified terms.
  • SWAPD reserves the right to apply a 5% dispute administration fee at its discretion.

Awaiting Payment

When a ticket is marked Awaiting Payment, the Buyer has agreed to proceed and initiated payment to SWAPD. Funds are in the process of being received and settled into SWAPD’s accounts.

Average settlement times:

  • Crypto (USDC/USDT/BTC): 1–60 minutes (longer if non-priority).
  • Credit Cards: Usually instant, but may take up to 24 hours due to security checks or bank schedules.
  • Bank Wires: 2–3 business days on average; occasionally 4–6.

Please note: Even after funds arrive, SWAPD staff must manually confirm payment. Timing may vary based on staff availability.

Refund

When a ticket is marked Refund, the transaction will not be completed in its original form, and the Buyer will receive a full or partial refund.

  • Refunds are issued by SWAPD via the same method as the original payment, whenever possible.
  • Transfer costs (bank fees, network fees, etc.) are the Buyer’s responsibility unless SWAPD decides otherwise.
  • SWAPD service fees are non-refundable, except where explicitly authorized by staff.
  • If the subcontractor is at fault, SWAPD may allocate costs or penalties against them.

Problematic Ticket

A Problematic Ticket signals an unusual issue requiring administrative intervention but not yet escalated to a formal Dispute.

Common reasons include:

  1. Payment or transfer complications.
  2. Assets compromised, recovered, or flagged as high-risk.
  3. Unusual or unverifiable property history.
  4. Services not matching the Checkout Ticket description.
  5. Unprofessional or abusive conduct by either party.
  6. Failure to comply with Checkout Ticket terms.

SWAPD may pause, request clarification, or cancel such tickets. If unresolved, they may be escalated to a Dispute.

On Hold

When a ticket is On Hold, the transaction is temporarily suspended. This may occur:

  • By mutual request of the Buyer and Subcontractor, or
  • By SWAPD staff for compliance, fraud review, or other risk checks.

All funds tied to On Hold tickets remain under the custody of SWAPD until the ticket is resumed, resolved, or cancelled. Tickets can only be reopened with staff approval (via private message or support@swapd.co).

Services in Progress

Services in Progress means a subcontractor is actively performing the service or delivering the property described in the Checkout Ticket. Duration varies by agreement.

Services in Progress – No Prepayment

This status means a subcontractor has begun work before the Buyer has submitted funds to SWAPD.

  • The Buyer enters a binding obligation to pay once delivery is confirmed.
  • Subcontractors assume the risk of beginning without prepayment.
  • SWAPD reserves the right to require full or partial prepayment if risk is deemed excessive.
  • If subcontractor fails to deliver, no payment is due and SWAPD may close the ticket.
  • Buyers must never pay subcontractors directly; all payments flow through SWAPD.

Transfer in Progress

Transfer in Progress means payment is under SWAPD custody and the subcontractor is delivering the asset or service.

  • Durations vary. Some platforms (e.g., YouTube) may take up to 7 days.
  • SWAPD has procedures for common platforms; less common assets may require case-by-case assistance.
  • Transfers can be delayed or blocked by external platform rules (e.g., Gmail), for which SWAPD assumes no liability.
  • Payouts to subcontractors occur only after SWAPD confirms successful delivery per the Checkout Ticket.

Successful

Successful means the transaction is fully completed:

  • The subcontractor has delivered as agreed.
  • SWAPD has verified completion.
  • Payout has been authorized and processed.

Settlement time varies by method: a few hours for crypto, up to several days for bank or card payouts. Once marked Successful, the ticket is closed and cannot be reopened, except at SWAPD’s sole discretion.

For assistance after closure, contact staff via private message or email support@swapd.co.

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