Once we receive your complaint relating to a withdrawal, our customer success team will raise a dispute timeline on that withdrawal. You will see a "Withdrawal Issue Timeline" link on the withdrawal details.
You will be able to follow up with the timeline directly from the withdrawal details page. It'll appear like this:
Here's the flow:
Once we receive your complaint relating to a withdrawal, our customer success team will raise a dispute timeline on that withdrawal.
Once we raise a dispute on a withdrawal, you will immediately receive a push notification and an email containing the details of the reason behind the dispute.
If the issue remains unresolved, our customer success team will add further updates on the withdrawal issue. These updates will be promptly communicated to you through push notifications and emails, ensuring you are kept well-informed throughout the process.
Once the dispute is resolved, we will then mark the dispute resolved and provide a reason for the resolution. You will receive a push notification and an email containing the reason for the resolution as well.
We believe that this feature will enhance your confidence in our platform and provide you with a more streamlined and transparent resolution process.
Should you encounter any difficulties or have any questions regarding this new feature, please don't hesitate to reach out to our dedicated support team. We are here to assist you every step of the way.
NOTE: This feature is only meant for specific withdrawal issues e.g. Withdrawal is completed, but you're yet to receive it after 6 hours.