Disputes

If the seller did not hand over what the listing promised, open a dispute before you confirm. The payment stays on hold while Xagio staff review the deal against the checklist and the published Dispute policy.

When you can open a dispute

Only the buyer can open a dispute, and only while the payment is still held: when the deal is Handover in progress or Awaiting buyer confirmation. Once you confirm, or the 72-hour confirmation window passes, the seller is paid and the deal can’t be disputed.

For a single missing item, try Report a problem on that item first. It pauses the payout and gives the seller at least 72 hours to fix it. See After you buy.

Open a dispute

Open the deal from Deals & offers.
Under Your decision, click Open a dispute….
Describe what is missing or wrong, item by item (at least 20 characters).
Click Open dispute.

You see “Dispute opened. Funds stay on hold while our team reviews it.” Auto-release stops.

What happens next

Both of you post evidence for each checklist item in the deal Conversation within 3 business days. You can also attach files with Add evidence.
Xagio staff decide within 5 business days of the last submission and record the decision on the deal. The decision is final on the Marketplace.

Possible outcomes

Release: every included item was handed over. The seller is paid.
Refund: a material item (the domain, the site, or the phone number when included) was not handed over and the seller can’t complete it promptly. You get a full refund and the listing goes back on the Marketplace. Anything already transferred must be returned.
Partial refund: everything material was transferred, but a listed non-material item was not, or a listing claim was materially false (for example a lead count more than 30% above what the seller’s own tracking showed). You get back an amount in proportion to the shortfall; the rest goes to the seller. The refund comes out of the seller’s payout.

What is not a valid dispute

Leads or rankings changing after the sale.
The renter leaving after the sale. Renter details are seller reported and labeled that way.
Buyer’s remorse, or trying to renegotiate the price after payment.
Items the listing excluded under Not included.

Card chargebacks

Xagio is the merchant of record for your card payment. A chargeback against a completed handover with evidence is contested with the checklist evidence, and the buyer’s account is suspended. Open a dispute here instead: it is faster and both sides are heard.

Sites sold through the Xagio team

Sites above $10,000 are sold on terms agreed in writing with both parties. The dispute policy still governs whether a listing or account stays on the Marketplace.

Troubleshooting

“A dispute can only be opened before the funds are released.” The deal is already closed.
“Describe the problem in at least 20 characters.”
“Only the buyer can open a dispute.” Sellers answer with evidence in the deal conversation.

Getting help

E-mail [email protected]. Our team answers by e-mail, usually within hours.