Raise a dispute about an order
Report a payment or payout problem from the trade and retain useful evidence.
Use a dispute when there is a problem with an active order, such as a disputed payment or missing payout. Provide facts and keep evidence; a dispute does not guarantee a particular refund or outcome.
Report the problem
- Open the order involved. Check the current status and retain the full reference.
- Choose Raise Dispute or the dispute action available at that step.
- Describe what happened, including the payment reference, amount, time and whether you sent or received funds. Do not include login credentials or verification codes.
- Submit the dispute. Reopen the order and check for Trade Under Dispute Review or DISPUTED.
- Retain the original receipts and communications. Contact support with the same order reference if more evidence is needed or the request failed.
When no dispute button appears
The lifecycle permits disputes from matched through buyer-confirmed states, but the interface does not expose a button at every permitted stage. A completed or cancelled trade also has no normal in-order dispute transition. Contact support instead of assuming the problem cannot be reported.
While a dispute is open
Do not send an additional payment or confirm receipt just to close the case. Follow instructions through official support. Internal review timers are not a published resolution-time guarantee, and no customer appeal workflow has been verified by this guide.
If the issue continues, contact PayTali support with the relevant order or payment reference and the error message. Never include your password, verification codes, full BVN or full NIN.