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When & How to Open a Dispute on BDX

At BDX (Bangladesh Digital Exchange), our primary priority is protecting buyers against non-delivery, invalid credentials, broken digital items, or misleading seller offers. Every eligible order placed on BDX is backed by our strict Escrow System, which holds your money safely in trust until delivery is completed and verified.

If something goes wrong during your purchase, opening a formal BDX Dispute is your official mechanism to pause payment release and request BDX moderation.

1. Valid & Eligible Reasons to Open a Dispute​

You should open a dispute immediately if you encounter any of the following non-performance or product non-conformity issues:

  1. Non-Delivery Beyond Stated Time: The seller marked the order as delivered without submitting valid credentials, download links, or top-up verification, or the seller completely stopped responding in the order chat after payment was confirmed.
  2. Invalid or Expired Credentials: Game license keys, gift cards, software activation codes, or account logins provided by the seller fail to activate, report as "already redeemed," or fail authentication checks upon arrival.
  3. Product Does Not Match Listing Description: The delivered digital item differs significantly from the seller's offer listing—such as receiving a low-tier account instead of a high-rank account, incorrect region restrictions (e.g., EU key instead of Global), or partial quantities (e.g., 500 game coins instead of 1,000).
  4. Revoked or Reclaimed Digital Goods: Subscriptions, top-ups, or accounts that stop working shortly after delivery (for instance, a premium subscription cancelled by the original seller or an account reclaimed via recovery options during the active protection window).
  5. Unauthorized External Requests: Sellers asking you to send extra money outside BDX, demanding extra fees not disclosed in the listing, or attempting to conduct transaction steps off-platform.

2. Ineligible Reasons & Misuse Rules​

To maintain a fair and balanced marketplace for both buyers and sellers, strict BDX rules govern dispute eligibility. Opening frivolous or fraudulent disputes will lead to account restrictions.

  • Buyer's Remorse: Changing your mind after receiving a valid, fully working, and accurate digital item or code is not grounds for a dispute.
  • Accidental Purchase: Purchasing the wrong region key or item variant due to failure to read the listing requirements prior to payment is not eligible for seller-funded refunds once the code has been exposed.
  • Completed Orders: Orders that have already been confirmed by the buyer or auto-completed after the 7-day protection window cannot be disputed through the automated system.
  • External Transactions: Purchases arranged or paid outside the BDX escrow platform void all BDX buyer protection rights.

3. Order Status Eligibility & Security Rules​

To ensure disputes are handled fairly and securely, BDX applies automated status checks and security rules.

Allowed Order States​

You can open a dispute if the order meets all of the following conditions:

  • The order payment status is confirmed (submitted or paid).
  • The order delivery status is active (e.g., awaiting_seller, delivered, or awaiting_confirmation).
  • The order has not been marked as completed, cancelled, or refunded.
  • The order is not already disputed (an order can only have one active dispute lifecycle).

Conflict-of-Interest & Security Separation​

  • Buyer & Admin Access: Only the buyer who placed the order or a BDX admin can submit a dispute on the order.
  • Seller Restriction: Sellers cannot open a dispute on their own sales.
  • Transaction Protection: When submitting a dispute, BDX instantly locks the order state to prevent accidental auto-completion while moderation is active.

4. Step-by-Step Guide: How to File a Dispute​

Filing a dispute on BDX takes under two minutes directly from your order management page:

  1. Navigate to Your Order: Log in to your BDX account and go to Account -> Orders (or click the order link in your notification email). Select the order in question.
  2. Access the Dispute Tab: On the Order Details workspace, locate the action panel and click the Open Dispute button.
  3. Select the Dispute Reason: Choose the exact matching reason from the menu (e.g., Non-delivery, Invalid Product Code, Item Not as Described, or Revoked Access).
  4. Provide a Clear Explanation: Write a detailed explanation of the issue in the message field (up to 3,000 characters). Explain exactly what went wrong, what steps you took to verify the item, and what outcome you are requesting.
  5. Upload Proof/Evidence: Attach a screenshot, photo, or document verifying the defect (maximum file size: 4 MB; supported formats: PNG, JPG, WEBP, PDF). Evidence of activation errors or invalid redemption screens is highly recommended.
  6. Submit Dispute: Click Submit Dispute.

5. What Happens Immediately After Submission​

Once you submit your dispute:

  • Escrow Funds Frozen: Order funds are instantly frozen in the BDX escrow pool and payout to the seller is paused.
  • Dispute Workspace Activated: A dedicated dispute messaging workspace is initiated between you, the seller, and BDX administrators.
  • 24-Hour Countdown Timer: The seller receives an urgent notification. A 24-hour response deadline is assigned to the seller.
  • Admin Alert: BDX administrative staff are alerted to monitor the dispute thread.

You can communicate with the seller directly in the Dispute tab while awaiting resolution or BDX intervention.

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