Complaints & dispute resolution

• Preferred: open a ticket in the in-app support inbox and start your message with the word “Complaint”. This keeps everything attached to your account and lets you upload documents securely.

• Your full name and the email address on your SwapXchange account.
• The exchange reference number, if the complaint relates to a transaction.
• The PayPal transaction ID and the date and time you sent the payment.
• The amount in USD and the Rand amount you expected.
• A factual description of what happened and what outcome you are asking for.
• Supporting evidence: PayPal receipt, bank statement entry, screenshots or previous correspondence.

Complete information lets us resolve the matter in one pass instead of going back and forth.

These are our operating targets, not legal guarantees. If an investigation needs longer — for example while we wait on a bank or on PayPal — we will tell you why and keep you updated rather than going quiet.

• Step 1 — Support review. A support team member investigates and responds with findings and any corrective action.
• Step 2 — Senior review. If you are not satisfied, reply and ask for escalation. A senior team member re-reviews the case independently and responds within 5 business days.
• Step 3 — Final written outcome. We issue a written summary of the decision, the reasoning and any remedy offered. This closes our internal process.
• Step 4 — External options. If you remain dissatisfied, you are free to pursue any remedy available to you, including raising the payment with your payment provider or bank, or seeking independent legal advice.

• We start from the records: your submitted exchange, the PayPal transaction ID, our receipt confirmation, and our payout record.
• If funds were received but not paid out, we either complete the payout or refund it in line with our refund policy.
• If a payout was sent to the details we hold on file, we provide the payment reference and date so you can trace it with your bank.
• If a name or account mismatch is found, we explain what did not match and what is needed to correct it.
• If PayPal reverses, disputes or holds a payment, our ability to act may be limited until PayPal completes its own process. We will tell you where things stand.
• Where we made the error, we correct it at our cost. Where the cause is outside our control, we explain what happened and what your options are.

Related pages: Refund policy · Risk disclosure · Terms