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Complaints on BestChange: how dispute resolution works

If you encounter a problem during an exchange—for example, if funds are not delivered on time or the agreed terms are not fulfilled—you can submit a complaint on BestChange. This is a dedicated dispute resolution tool that involves both the exchanger's administration and the BestChange team.

● How to submit a complaint

Go to the exchanger's profile page on BestChange.biz and click ‘Leave complaint.’ Be sure to read the Guidelines for creating a complaint above the form before you start filling it out. For example, complaints cannot be submitted if the exchanger's stated processing time has not yet expired.
If your situation meets the criteria, select the exchange pair, enter your email address, provide the exchange order number, and describe how the exchanger failed to comply with its stated terms. You may also attach up to 10 screenshots as supporting evidence.
After clicking ‘Create a complaint,’ you will receive an email containing a confirmation link. The complaint will not be published until it is confirmed. However, if you are logged into your BestChange account, no email confirmation is required.

● What happens next

Once confirmed, the complaint becomes active. It is published in the exchanger's profile in the Complaints tab and becomes visible to the BestChange administration. Our moderators conduct an independent review of the situation and help establish communication with the exchanger to achieve a fair resolution. All communication between the user, the exchanger, and the BestChange moderation team is conducted through official channels and remains documented.

● How to track your complaint status

All complaints are available in your personal account in the Complaints section and are divided into three tabs: All, Active, and De-escalated. When a complaint is resolved, it is de-escalated, and this information is also reflected in the exchanger's public profile. The ratio of active to de-escalated complaints can also help users assess how an exchanger handles disputes and customer issues.

If you do not have an account on BestChange, status updates and notifications about new comments will be sent to the email address you provided.