Mediation is the process by which our professional mediation team reviews the transaction chat and any additional evidence to determine the rightful owner of the escrowed funds. The goal is to ensure those funds are delivered to their legitimate owner — the buyer who paid but did not receive the funds, or the seller who never received payment.
When does a transaction enter mediation?
- When you attempt to cancel a transaction and the other party declines because they have already sent the payment or believe they still have time to do so.
- When you confirmed sending funds following your cashier's instructions, but the cashier does not confirm receipt within the allotted time (currently 2 hours).
In general, mediation begins when one party confirms that funds have been transferred through the selected payment method and the other party does not confirm receipt, or the transaction remains incomplete past the allowed timeframe.
What does it mean that my transaction is in mediation?
Once in mediation, our team contacts both parties through the transaction chat to request and verify the necessary information and complete the transaction on behalf of the appropriate party. Both parties are notified of the outcome.
During mediation, both parties can continue communicating through the in-app chat. If they reach an agreement on their own, they can complete the transaction without support team intervention.
How does the mediation process work?
The process has three steps:
- Understanding the problem: The Support team works to understand the dispute. The user who has not completed the transaction will explain why. The team evaluates the arguments and evidence from both parties.
- Resolving the problem: The team determines the resolution process based on the transaction type, payment method, and nature of the dispute. Affected users are notified through the transaction chat.
- Decision: The Support team guides the affected user and closes the transaction. If a breach is identified and sufficient evidence is not provided, the transaction will be canceled.
How long does a mediation last?
Resolution time depends on the cooperation of both parties. Most are resolved within minutes; in more complex cases, the maximum timeframe is up to 24 hours. To speed up the process, respond to the team's messages through the transaction chat as quickly as possible.
Note that opening additional support tickets about an ongoing mediation does not speed it up — use the transaction chat as your primary channel.
Communication channel
Our mediation team works directly through the transaction chat. All supporting documents, attachments, and arguments must be submitted exclusively through that chat.
Tips to avoid triggering mediation
- Always communicate with the other party through the transaction's internal chat.
- Stay alert to notifications: check your email inbox and the in-app notification bar.
- Read all instructions before confirming any transaction.
- Only confirm receipt of funds when you are certain you have received them in the selected payment method.
- If you notice any issues with the transaction or the other user, contact support at support@airtm.com.
- Try not to log out while a transaction is in progress.
- Process transactions as quickly as possible to avoid complications from external factors.
- Payment triangulation is prohibited: completing payments from third-party accounts will result in both mediation and penalties on your account. This applies to transactions using unregistered accounts or incorrectly configured payment methods.