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Providing Evidence & Dispute Resolution Guide

When a dispute is opened on BDX (Bangladesh Digital Exchange), BDX administrators act as neutral, impartial mediators. Because digital goods (such as steam keys, account logins, game top-ups, and software licenses) cannot be physically inspected, BDX relies on objective, verifiable evidence submitted by both the buyer and seller to make a final binding verdict.

Providing clear, accurate, and comprehensive evidence is the single most important factor in ensuring a swift and favorable outcome for your dispute.

1. Acceptable Types of Evidence for Buyers​

Depending on the nature of your purchase and the specific issue encountered, you should provide the following types of evidence:

A. Digital Product Keys & Gift Cards (Invalid / Redeemed / Expired)​

  • Unedited Full Screen Screenshots: Capture the full monitor or mobile screen showing the exact error message (e.g., "Code already redeemed," "Invalid code," or "Key regional restriction mismatch").
  • Redemption / Purchase History Log: Screenshots of your official account redemption history page (e.g., Steam account history, Google Play order history, or PlayStation transaction history) showing timestamps before and after receiving the key to prove the key was not redeemed on your account.
  • Support Ticket Confirmation: Screenshots of official support correspondence from the game developer or platform support confirming the exact activation date/time of the key (if applicable).

B. Account Sales (Invalid Passwords / Reclaimed / Rank Mismatch)​

  • Login Failure Proof: Full-screen video or step-by-step screenshots demonstrating that the provided username/password credentials fail to authenticate on the official service.
  • Account Detail Discrepancy: Screenshots comparing the seller's listing promises (e.g., "Level 80 Valorant Account with 50 Skins") against the actual account dashboard (e.g., Level 10 account with 2 skins).
  • Account Recovery / Lock Notices: Screenshots of email notices showing that the account password or recovery email was altered by the original owner during the 7-day protection window.

C. Direct Top-Ups & In-Game Items (Missing Currency / Services)​

  • In-Game Balance Screenshot: Screenshot showing your player ID/UID clearly alongside current in-game currency balances before and after the order delivery timestamp.
  • Transaction Log: Screenshot of in-game purchase/recharge logs showing no record of the top-up being credited.

2. Unacceptable & Invalid Proof Formats​

BDX administrators will reject evidence that fails to meet baseline security and verification standards:

  • Cropped or Obscured Screenshots: Screenshots where the system clock, browser address bar, player ID, or error message is cropped out, blurred, or covered.
  • Edited / Photoshopped Media: Any image showing signs of tampering, manipulation, or digital editing will result in immediate dispute rejection and permanent account suspension.
  • Off-Platform Chat Logs: Screenshots of conversations conducted on third-party messaging apps (WhatsApp, Messenger, Discord, Telegram) are not admissible as primary evidence. All official communications must take place within the BDX order chat workspace.
  • Vague Verbal Claims: Simply stating "The code didn't work" without attaching visual proof or error logs is insufficient for admin resolution.

3. Uploading Evidence via the BDX Dispute Workspace​

You can submit evidence during dispute creation or upload additional attachments directly within the active dispute thread:

  • Supported Formats: Image files (.jpg, .jpeg, .png, .webp) and document files (.pdf).
  • File Size Limit: Maximum 4 MB per uploaded file.
  • Secure File Access: Files uploaded as dispute evidence are protected by private authentication guards (bdxServePrivateProof). Only the buyer, the assigned seller, and authorized BDX admins can view dispute attachments via signed asset endpoints (/orders/{order}/proof/dispute).

4. The Dispute Resolution & Mediation Process​

Once a dispute is initiated, the case follows a structured 4-step mediation pipeline:

[ Step 1: Open Dispute ] ──> [ Step 2: 24h Seller Response Window ] ──> [ Step 3: Admin Review ] ──> [ Step 4: Final Verdict ]

Step 1: Dispute Initiation & Counter-Evidence​

The dispute thread opens. Both buyer and seller can exchange messages, ask clarifying questions, and upload supplementary screenshots.

Step 2: 24-Hour Seller Response Window​

The seller is given 24 hours to submit their defense, provide valid proof of delivery (e.g., unedited redemption clips or publisher receipt IDs), or offer a replacement.

  • Redelivery Option: If the seller provides a valid replacement code or fixes the account credentials on the dispute thread, the buyer can test the new delivery.
  • Seller Agreement: The seller may voluntarily accept the dispute and agree to a full refund.

Step 3: Admin Escalation & Investigation​

If the buyer and seller cannot reach an agreement, or if the seller fails to reply within 24 hours, a BDX Admin steps in to conduct an independent review. The admin inspects:

  1. The original listing title, description, and variant specifications.
  2. The complete BDX order chat log.
  3. The seller's delivery notes and proof attachments.
  4. The buyer's submitted error screenshots and account history.

Step 4: Admin Verdict Execution​

The BDX admin issues a binding decision:

  • Resolved Buyer (resolved_buyer): Dispute closed in favor of the buyer. Escrow funds are refunded, and seller payout is canceled.
  • Resolved Seller (resolved_seller): Dispute closed in favor of the seller. Escrow funds are released to the seller's wallet balance.
  • Partial Refund (partial_refund): Admin approves a mutually agreed partial refund amount (partial_refund_amount).

5. Filing an Appeal​

If you believe an admin decision was rendered in error due to newly available evidence, BDX supports a formal appeal process:

  • Eligibility: Appeals can be filed by the losing party (isLoser) within 3 days (72 hours) of the initial dispute verdict (appeal_deadline).
  • Requirements: You must submit a clear statement of appeal (appeal_reason) along with mandatory new evidence that was not previously reviewed.
  • Finality: Appeal verdicts rendered by senior management are final and non-appealable.
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