What happens if there's a problem during a Shipment?
If an issue occurs during any stage of the Shipment, you'll always have an option to request help and protect your money.
Depending on the moment in the process, the available actions may vary.
When can I start a dispute?
You can start a dispute if:
Time runs out at any of the steps
The payment is not confirmed
The money doesn't arrive at the selected payment method
When this happens, you'll see the Start a dispute button within the Shipment.
Our team will review the case and help you resolve it.
Can I cancel a Shipment?
During Onramp (Step 1)
Yes. While you're on the payment step, you can cancel the Shipment as it currently works.
During Offramp (Step 3)
Once the payment has been verified and the transfer to the destination has already started:
The Shipment cannot be cancelled
You'll see a screen letting you know that the money will arrive soon at the selected account
This is normal and part of the security process.
What happens if the Market Maker cancels the Shipment?
In some cases, the Market Maker who took the order may cancel it.
If that happens:
We automatically look for another available Market Maker
The order is not reassigned to the same one who cancelled
The process continues without you having to do anything
What happens if there's no available liquidity?
If at that moment there are no available Market Makers:
The Shipment enters a backup process
Our system will try to complete it as soon as there's liquidity
Our team can help you if necessary
Your money remains protected throughout the entire process.
Is my money safe if something goes wrong?
Yes.
Throughout the entire Shipment:
Your money is protected
Every step is recorded
You can start a dispute if something isn't progressing as expected
Our support team can step in at any time.
📌 Tip: If you notice that a step is taking longer than indicated, check the Shipment timer and use the dispute option if necessary.
👉 Related articles:
How Shipment timeframes work
How to start a dispute