Mediation

This article is a stub pending the adaptation of the current Mediator#Duties section here.

Mediation is a tool used to dissolve a dispute between traders. It opens automatically after the trade period is over and the trade hasn't been completed. It can also be opened manually beforehand if needed by either one of the traders. Before opening a support ticket, traders should remember that they can get in contact with the other party directly by using the chat provided when the trade opens.

Trader's Instructions

• Respond to Mediator on support ticket explaining why the ticket was opened. 48hr respond limit.
• Provide proof of payment using Veruv if required by the Mediator
• in case of banking issues keep detailed information of what happened (i.e. when was your account closed) attaching screenshots

Mediator's Duties

• Contact both parties of the trade (BTC buyer and BTC seller) to find out what the problem is and why the Support ticket was opened.
• Check: Maker Fee Transaction ID, Taker Fee Transaction ID and Deposit Transaction ID to make sure the transaction was published and funds aren't stuck.
• If needed, Mediator will require the private keys from both traders to carry out a manual payout.
• In case of disagreement or unclear information, verified proof of payment may be required to either party by the Mediator.
• Being available on Keybase to help users that may not be able to reach out through the Bisq app.
• Respond time of 24 hours or less.
• When bugs occur, create detailed issues on Github using the correct repository and notify L2 Support.