Disputes and evidence
How a dispute is opened when there is a problem with a transaction, how the money stays frozen, how to give evidence, and who decides.
Last checked: 1 October 2026
Contents
What a dispute is and when it is opened
A dispute means telling an Exportain admin: "There is a problem with this transaction; please look at it and decide." When a dispute is opened, the money involved is frozen — nobody gets the money and nothing is refunded until the admin decides.
| From where | Who can open it | Where the button is |
|---|---|---|
| A product order's funds hold | The buyer (after the money is in the hold) | Buyer portal → Funds Holds → Raise a dispute |
| A service order | The company that bought the service (buyer or seller) | Service Orders → Dispute — the work is not done or Raise a problem with this work |
Opening a dispute on a funds hold (buyer)
- Open Funds Holds. Under the hold that has money in it, press Raise a dispute.
- Choose the kind of problem: Quality of the goods, Quantity short or wrong, Late or not delivered, Documents wrong or missing, Payment or invoicing, Not what was agreed or Something else.
- Write clearly what happened.
- Press Freeze the hold and open the case. The hold is frozen.
- Press Open the case and add evidence and add photos, documents or videos on the case page.
The case page: messages and evidence
- Open Disputes in the left menu. All your cases show — You filed it or Filed against you.
- Open the case and write your answer in the Thread section (Write your reply).
- In the Evidence section, add files with Add proof; you can write what the file shows.
Who decides
An Exportain admin looks at what both sides say and their evidence, and decides: whether the money is released to the seller/provider, or refunded to the buyer. It is never both.
Frequently asked questions (FAQ)
Does opening a dispute cancel the order?
No. Only the money involved stays frozen until the admin decides.
Can I open a dispute after confirming a service order's work is done?
No. Confirming starts releasing the money, and a dispute can no longer be opened. If you have doubts, open the dispute before you confirm.