Nobody gonna use your platform if your support system is this much poor. You are also only replying after more than half month past here.
We are currently working hard on our platform and I spend most of my time developing.
I'm new to this forum and after not seeing responses for a few days I just didn't check the thread anymore.
For on-site support I am currently hiring support agents currently for faster support (right now you can expect 1-2 days response time as I get flooded with suggestions, requests and question).
However as I guess you are refering to the users issue above, once the payment has been forwarded to the seller we can not provide a refund in case the seller did delete the product or similar during the purchase.
He will need to contact the seller to solve this issue. We instantly forward the payments and as we all know crypt-currencies can not be charged back and there is really nothing I can do about it.