Mediation
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This article is a stub pending the adaptation of the current Mediator#Duties section here.
Trader's Instructions
- Respond to Mediator on support ticket explaining why the ticket was opened. 24hr max.
- Provide proof of payment using Veruv.com 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 Instructions
- 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.
- Closing the ticket after analyzing the information obtained from both parties.
- 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 https://github.com/bisq-network/support/issues and notify L2 Support.
