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Author Topic: Bitcoin transaction dispute  (Read 227 times)
BitVault (OP)
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January 27, 2020, 06:59:29 PM
 #1

Experts please help us clarify this to a client:

A client requested for 0.00816938btc from us and provided an address 12xYef9W528E1LqTRyjejFWWackwGEz6p4 which he has confirmed is correct and generated by him.We funded exact amount to the address with hash 433b8767afb0efc34252dbca0396ae0f56015a042b784cfd3b91371480ba8aad which of-course is visible in the address.

Now, he is claiming that the bitcoin is not in his wallet, we told him we sent bitcoin to the address he asked us to send to and he too can check the address and see the bitcoin there. We have no business with his wallet, he could be checking any wallet or might have generated the address from any wallet, that is not our business.

Our business is to send coins to the address he gave us and that we have done. Please help us explain further to him as we have been going back and forth.

https://www.blockchain.com/btc/address/12xYef9W528E1LqTRyjejFWWackwGEz6p4
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January 27, 2020, 07:23:48 PM
Last edit: January 27, 2020, 09:17:00 PM by LeGaulois
 #2

If you did your job, the fact he hasn't received the bitcoins is none of your business. He provided an address, and the transaction has been sent.
I suppose he's a newcomer and struggles to understand something but it's his own responsibility, not yours. He received the transaction and the blockchain never lies.

Perhaps he used a web wallet or an exchange platform (seems the case here)  and it has a problem, still not your fault. He should contact the customer's support


Taking about web wallet or any exchange, I never seen or known any of them to not showing a tx that has at least 6 conformation for Bitcoin of course.

It happens if the site has troubles internally in the back end office, hosting, or whatever ^^
i.e. https://bitcointalk.org/index.php?topic=5210637.0 https://bitcointalk.org/index.php?topic=5202858.0

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January 27, 2020, 08:27:37 PM
 #3

Or the receiver is just trying to make the sender fool. Sometimes scammers can do this trick thinking that they may take some advantages from it. But I really hope in this case, it's a misunderstanding.

Perhaps he used a web wallet or an exchange platform (seems the case here)  and it has a problem, still not your fault. He should contact the customer's support
Taking about web wallet or any exchange, I never seen or known any of them to not showing a tx that has at least 6 conformation for Bitcoin of course.

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January 27, 2020, 08:33:39 PM
 #4

There's nothing left to explain, unless you want to give the client a crash course on how Bitcoin works.

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January 27, 2020, 08:36:42 PM
 #5

There's nothing left to explain, unless you want to give the client a crash course on how Bitcoin works.

He can prove the bitcoin is in the address...

Easy as send the transaction ID to the client: https://www.blockchain.com/btc/tx/433b8767afb0efc34252dbca0396ae0f56015a042b784cfd3b91371480ba8aad

If the client insist he didn't get the BTC then he has no clue about Bitcoin.

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January 27, 2020, 08:37:24 PM
 #6

Check with your client whether he dealt with Bitcoin or Bitcoin Cash.

It's obvious if he meant bitcoin cash, he wouldn't receive it since you sent bitcoin in it. No matter how much you try to appease the customer and assure him that it was sent, if he used the wrong address or the wrong crypto even, it's no longer your fault.

There are cases in which people still don't know whether they have BCH or BTC address.

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January 27, 2020, 09:39:12 PM
 #7

I assume you want to keep a good relationship with your client. Although you have kept up your end of the bargain, I suggest:

1. Help them use an independent block explorer to verify that the address has received the bitcoins even though the wallet may disagree.
2. Help them make sure their wallet is connected and synced or otherwise fully up-to-date with the block chain.
3. Help them make sure they are looking at the correct currency (as @dothebeats pointed out).


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January 27, 2020, 10:25:38 PM
 #8

The hash or TXID is enough proof that you sent the BTC to him.
The problem is not on your side but you can tell him to contact the wallet support about his issue.
And tell him to bring the hash/TXID and send it to the wallet support as proof that he received a BTC but no funds under the software wallet.

I think the client is using a wallet which is no longer connected to the server or a wallet that has synchronizing issue like the Mycelium wallet on iPhone. So I think to ask him about what wallet he uses might help us to know the problem. If he can provide more details about his wallet we can find the issue.

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January 28, 2020, 05:30:26 AM
 #9

the issues such as this have two reasons from what i have seen in the past:
1. the user's wallet is out of sync. maybe it can not connect to the internet to update its state. in which case they have to fix it locally through firewall, updating the client to maybe fix a bug, connecting to another node/server, use another wallet client,... there is nothing you can do here.
2. the user is using a custodian wallet (which doesn't seem to be the case here) and their "account" which they call wallet has not yet been credited. again there is nothing you can do here, they have to contact their "account provider" and ask them to fix it.

you could however direct them to a forum like this or even this topic and tell them to ask their question here.

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January 28, 2020, 06:46:45 AM
 #10

You need to have clear Terms of Service stating that you are not responsible,if the client sends you wrong BTC address.What if this client already received the BTC in his wallet and now he is trying to scam you by forcing you to send the same amount of BTC to his wallet again.
By the way,may I ask what is your business?What product or service are you providing?

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January 28, 2020, 07:04:11 AM
 #11

Ask your client what wallet or exchange he's using, preferably with a link to the wallet he downloaded or to the website if it's a web wallet.

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January 28, 2020, 07:08:52 AM
 #12

Just provide the transaction hash or blockchain record in the wallet you use in sending it. Some wallet provides record and will indicate their that the transaction is successful. There might only be delay in your client's part.

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January 28, 2020, 07:11:04 AM
 #13

there are only two possibilities, he already accepted bitcoin but lied, or he uses an exchange wallet, if he uses an exchange wallet immediately contact the exchange, actually this is beyond your responsibility, you have sent bitcoin and have provided proof of the transaction.
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January 28, 2020, 07:27:46 AM
 #14

The transaction now has enough confirmations to consider it confirmed 100%.

You've sent BTC to an address that exists, so there's no room for the "you've sent it to the wrong address" excuse. The address you have indicated (12xYef9W528E1LqTRyjejFWWackwGEz6p4) has had a total of 1.72508121 BTC received, out of which 0.00816938 BTC (~$75) was received yesterday. This is the only funds the address has not spent yet, and that means the money is still sitting there.

Even if the address was empty and had 0 BTC in it, if it's the address he indicated then it's not your fault. He either has a wallet out of sync, is lying to make you send him another $75 or might've been subject of a phishing scam (clipboard virus) if he copied his address from PC and it's infected with such malware.

Anyhow, if your client said "12xYef9W528E1LqTRyjejFWWackwGEz6p4" is the right address, you have done your job the right way and have nothing else you can do except showing him the txid.
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January 28, 2020, 07:36:04 AM
 #15

This address belongs to a wallet that contains 137 addresses that were (at one point in time) funded.
https://www.walletexplorer.com/wallet/02101970cc8b344e/addresses

There were points in time the balance of the wallet was close to ~5 BTC
https://www.walletexplorer.com/wallet/02101970cc8b344e?page=2

So, i think it's safe to conclude that your customer is either somebody that's been around for a long time, and did tons of transactions (in which case he'll have to figure out what went wrong by himself) OR your customer is using a non-custodial wallet (web wallet, exchange wallet,...), in which case he'll need to contact his non-custodial wallet's support team.

My gut feeling is that it's the second option: a newbie that's using a non-custodial wallet but has no idear how things work. He created an address, gave it  to you, you created a transaction funding this address, but his non-custodial wallet isn't updating it's records (either because they have technical problems, because they're a scam, because they're monitoring the wrong chain, because your customer copied a donation address instead of an address belonging to his account, because the customer's pc was infected with a clipboard virus,...).

Anyways, it's not up to you to solve his problems, however, you might want to consider giving him some best-effort support. Maybe let your support engineer spend one or two hours trying to find out which wallet your customer used help him find out if they scammed him. Do make it perfectly clear that you're not responsible for their choice of wallets, and there is no way you can actually recover the funds for them, nor will you reimburse them if they were scammed by the wallet provider they chose.

If the address hadn't belonged to such a big wallet, i'd say dothebeats' post was also worth looking into... You wouldn't believe how many times a newbie creates a BCH wallet and funds an address from this wallet on the BTC chain (or any other fork combination).

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January 28, 2020, 08:00:37 AM
 #16

My gut feeling is that it's the second option:
I think the same too. Recently I have faced the same situation with Coinbase and another exchange. I had the deposit notification from Coinbase but I was unable to see the balance. The balance was not updated. Later, I had to contact with coinbase support which takes me 3/4 days to fix and update the balance. The same happened with another exchange.

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