Support
Most issues resolve themselves on-chain. The FAQ below covers the common ones. For anything else, email us — we reply within 24 hours.
Email: support@etalo.xyz
Response time: within 24 hours, every day.
For buyers
▸My payment went through but the order is not showing up.
On-chain confirmation takes a few seconds. Refresh /orders after 30 seconds. If it is still missing after 5 minutes, contact support with the wallet address and the transaction hash from your wallet history.
▸The seller has not shipped my item — what happens?
Funds are held in escrow, not by the seller and not by Etalo. If a seller does not act within the 7-day seller-inactivity window, you can claim a refund directly from the order page without our intervention.
▸I confirmed delivery by mistake.
Confirming delivery releases escrow funds to the seller and cannot be undone. If the item is defective or wrong, contact the seller first ; if unresolved, open a dispute from the order page — the dispute process can request a partial refund.
▸Do I need anything besides USDT to pay?
No. The network fee is handled in USDT through MiniPay — there is no separate token to buy or hold. If your USDT balance is too low for a purchase, the Start checkout button guides you to the MiniPay Add Cash flow.
For sellers
▸How fast do I get paid after shipping?
Once you mark an order as shipped and the buyer confirms delivery (or the 3-day auto-release window elapses), funds are released automatically by the escrow contract minus the 1.8% platform commission.
▸A buyer opened a dispute — what do I do?
Respond in the dispute thread within 72 hours with shipping proof (tracking number, photo). N1 amicable resolution is preferred ; if it escalates, an Etalo mediator (N2) reviews the evidence. Dispute outcomes are enforced on-chain by the EtaloDispute contract.
▸Can I delete a product that has open orders?
Products with active escrow orders cannot be deleted until those orders complete or refund. You can mark a product out of stock from the seller dashboard ; new buyers cannot purchase it but in-flight orders complete normally.
▸How do I change my shop country?
Country is set on first profile creation and currently requires support intervention to change (to prevent cross-border abuse of intra-Africa-only V1 escrow). Contact us with your wallet address and the new country.
Etalo is a non-custodial marketplace — funds live in audited smart contracts on Celo, not in our accounts. We can help with UX, account, and dispute mediation issues, but we cannot access or move your funds.