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.app
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.
▸I do not see USDT in my wallet for the gas fee.
Etalo uses MiniPay fee abstraction — gas is paid in USDT, not CELO. If your USDT balance is too low for the transaction, the Start checkout button will guide 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.