Understanding Ticket Statuses
Color-coded ticket statuses serve as notification indicators within each checkout ticket (and your Tickets tab), aiding users in tracking the progress of their transactions.
Dispute
When your ticket status is set to dispute, it signifies that both users, the buyer, and the seller, have mutually agreed that they couldn’t reach a consensus during a problematic transaction. In such instances, members acknowledge their inability to proceed and request staff intervention. SWAPD staff will request final statements from both parties before making a conclusive decision.
Please note that we strongly discourage users from filing disputes. Resolving issues amicably is usually the best course of action. During a dispute, SWAPD staff will make a judgment call, and the final decision is not subject to appeal. This emphasizes the importance of seeking a peaceful consensus, even if a dispute is initiated. Alternate methods to resolve troublesome transactions include partial refunds, installment refunds, offering replacements, prorating, redoing/restarting the service, or trying again.
Awaiting Payment
If your ticket is marked as awaiting payment, it indicates that both the buyer and seller have agreed to proceed with the transaction. The buyer has initiated the payment, and the funds are en route to SWAPD, pending confirmation by the buyer. The duration of the wait depends on the payment method and amount involved. Some payment methods are faster (USDC/USDT), while others are slower (TransferWise/Bank wire/Credit card).
Average wait times for each payment method:
#1 Crypto Payments: Typically the quickest, taking around 1-60 minutes to confirm, with rare cases of longer delays.
#2 Credit Card: Usually instant, subject to factors like fund availability, weekends/holidays, and security checks.
#3 Bank Wires: The slowest but safest method, taking an average of 2-3 business days for one-way travel, with possible extensions to 4-6 days.
Please be aware that even if SWAPD receives instant payment, staff members must manually approve and confirm the payment. This may not always be instantaneous due to staff availability.
Refund
When your checkout ticket status is set to refund, it indicates that the transaction will not be finalized, and the buyer will be fully or partially refunded.
Important points to remember:
- Members will be refunded in the same manner they made their payment. For example, a buyer who paid via USDT will receive a refund in USDT.
- If the refund results from the seller’s mistake, they may be responsible for money transfer fees, if applicable.
- SWAPD fees are fully refundable when refunds are issued, unless stated otherwise by SWAPD staff within the checkout ticket.
Problematic Ticket
A problematic ticket status indicates that an unusual issue with the transaction needs resolution. Problematic tickets are typically initiated when:
- The transfer encounters issues requiring troubleshooting.
- The sold property turns out to be hacked or pulled back.
- The sold property has an unusual history.
- The services provided do not align with the description.
- The buyer or seller displays unprofessional behavior.
- The buyer or seller fails to adhere to the ticket terms.
Please differentiate problematic tickets from disputes; they are distinct. To learn more about disputes, click here.
On Hold
When a checkout ticket is marked as on hold, it signifies that both the buyer and seller have agreed to temporarily close the ticket, with the intention of reopening it at a later date. To reopen such checkout tickets, the buyer or seller must contact staff via private message or email at support@swapd.co.
Services in Progress
When your ticket status is services in progress, it indicates that the seller is actively working on the project outlined in the ticket terms. Service durations can vary significantly, ranging from a few hours to several months, depending on the time specified by the seller in the ticket terms.
Services in Progress - No Prepayment
In cases where the ticket status is services in progress - no prepayment, it means the seller is performing the work without the buyer depositing any funds to SWAPD. This often occurs when the seller is new, lacks a proven track record, or the likelihood of completing the service is low. Buyers are required to make full payment once the service is completed.
Please remember:
- SWAPD staff does not frequently monitor tickets marked as services in progress. If you require assistance or have questions, tag the admin managing your checkout ticket. If the admin is unavailable, message all admins by tagging
@Administrators. - Sellers are responsible for meeting the deadlines specified in the ticket terms. Failure to complete the service within the deadline may result in ticket closure and transaction cancellation.
Transfer in Progress
When your checkout ticket status is transfer in progress, it indicates that SWAPD has secured the payment, and the transaction is undergoing the exchange of the digital assets outlined in the ticket terms. SWAPD staff will provide updates throughout the process, so be sure to review our transfer instructions carefully and await updates.
Please remember:
- Transfer durations can vary widely, with some being quicker than others. Some transfers may take notably longer, such as YouTube channel transfers, which extend to 7 days.
- SWAPD may not always have established transfer protocols for all types of digital assets. While we primarily focus on facilitating transfers for popular platforms, we will do our best to guide you through each transaction.
Occasionally, transfers may encounter issues beyond our control, especially when dealing with platforms with stringent security measures, such as Gmail.
Successful
When your checkout ticket status is successful, it indicates that the transaction is fully completed, with no further actions required. The property has been transferred (or services have been provided), and SWAPD has disbursed the seller’s funds. The time it takes for the funds to reach the seller’s account depends on the chosen payment method and may range from a few hours to a few days. Once closed by staff, the ticket can no longer be replied to. In case of any problems, please contact your nearest admin