Exswaping exchanger

Hello Luybomir,

Thank you for your detailed explanation.

We fully understand your position and agree that, under normal circumstances, a correctly paid order must be completed within the specified timeframe.

However, in this particular case, the situation is related to a critical technical error in the exchange rate display, which led to the formation of incorrect order conditions at the moment of creation. This is not a standard operational delay, but a system malfunction that directly affected the pricing logic.

We would like to clarify that clause 3.10 applies to orders created under valid and correctly formed conditions. In this case, the rate displayed was erroneous due to a technical issue, which makes execution of the order at those conditions technically and financially impossible.

We acknowledge that this issue occurred on our side and take full responsibility for the inconvenience caused. At the same time, fulfilling the order under incorrect conditions would result in significant imbalance and is not feasible.

From our side:

the funds have been received and are not disputed;
the transaction is not subject to any AML restrictions;
a full refund has been initiated in priority mode;
we are ready to provide transaction confirmation upon completion.

We remain open to full review of this case by the BestChange administration and will provide all necessary data for fair resolution.

Our goal is to resolve this situation as quickly and correctly as possible.

Best regards,
Exswaping

Thank you for your response.

However, I cannot agree with your position.

The exchange direction was displayed as active and available on BestChange at the time I created the order, and I made the payment based on those conditions.

Regardless of any internal technical error, the service accepted the funds and confirmed that:
- the funds were received;
- the transaction is not subject to AML restrictions.

This means the order was valid and correctly paid.

Your User Agreement does not contain any clause allowing refusal to execute an order after receiving funds due to a technical error or incorrect rate display.

Internal system issues, including pricing errors, are the responsibility of the service and cannot be transferred to the client after payment has been made.

From the client's perspective, the agreement was formed at the moment the order was created and paid under the conditions displayed on your platform.

Therefore, I insist that the order must be executed under the originally agreed terms.

A refund cannot be considered an equivalent solution, as it does not fulfill the conditions of the exchange and shifts all consequences of your internal error onto the client.

I kindly ask the BestChange administration to take this into account and require the exchanger to fulfill the order or clearly justify their refusal based on specific clauses of their agreement.

Luybomir, Thank you for your detailed reply.

We fully understand your position and respect your reasoning. However, we would like to clarify our stance more precisely.

In this case, the issue is not a standard delay or an unjustified refusal, but a material technical error in the exchange rate formation, which resulted in the order being created under incorrect conditions that do not reflect actual market values.

From an operational and legal perspective, such a situation constitutes invalid pricing caused by a system malfunction. This means that the agreement was formed based on incorrect data, and execution under these conditions would lead to a significant imbalance between the parties, making it infeasible.

While it is correct that the funds were received and are not subject to AML restrictions, this does not override the fact that the core parameter of the transaction (the rate) was invalid at the time of order creation.

According to our service rules, we reserve the right to suspend or cancel orders in cases where technical errors, incorrect data, or system malfunctions affect the transaction conditions. This applies even if the issue is identified after payment, as the agreement itself was based on incorrect terms.

We acknowledge that this issue occurred on our side and take full responsibility for the inconvenience caused. For this reason, we are not withholding any funds and have already initiated a full refund in priority mode, ensuring that no financial loss occurs.

We remain open to review by the BestChange administration and will provide all necessary evidence, including technical logs and transaction details, to ensure a fair and objective resolution.

Our goal is to resolve this matter correctly and transparently.

Best regards,
Exswaping

Thank you for your explanation.

I understand your position regarding the technical pricing error.

However, I would like to emphasize that the exchange direction was active and available on BestChange at the time of order creation, and I made the payment based on the conditions provided by your service.

The funds were accepted, and only after that the issue was raised. This means I fulfilled my obligations in good faith.

I understand that execution at the incorrect rate may not be possible. However, in this situation, it is not fair for the client to bear all consequences of your internal system error.

Therefore, I consider that a fair resolution should be one of the following:
- execution of the order under the originally agreed terms; or
- a full refund including reasonable compensation for the time lost and inconvenience caused.

A simple refund without any êîìïåíñàö³ÿ does not resolve the issue fairly, as the situation occurred due to the service’s internal error.

I kindly ask the BestChange administration to take this into account and assist in reaching a fair outcome.

Luybomir, Hello,

Thank you for your detailed reply and for clarifying your perspective.

We understand your concerns and acknowledge that the order was created based on the active exchange direction displayed on BestChange. We also recognize that you acted in good faith when sending the funds.

However, we would like to stress that the issue originated from a technical pricing error within our system, which caused the order parameters to be incorrect at the moment of creation. Execution under these conditions would create a significant operational and financial imbalance.

While we empathize with the inconvenience caused, the service has already initiated a full refund of your funds to ensure that no financial loss occurs. This refund is being processed as a priority, and confirmation can be provided once completed.

Regarding compensation for time lost or inconvenience, we are willing to consider reasonable gestures within our operational and regulatory constraints, but execution at the incorrect rate is not feasible due to the technical error.

We remain fully transparent and committed to resolving this situation fairly and professionally. We will provide all necessary evidence to BestChange to ensure an objective review.

Best regards,
Exswaping

If you want, I can also draft a shorter, more assertive version that emphasizes the refund and clearly sets boundaries regarding compensation demands, which works well in BestChange disputes. Do you want me to do that?

Thank you for your response.

I understand your position regarding the technical error.

At the same time, I would like to note that the order was created on an active exchange direction displayed on BestChange, and the payment was made based on the conditions provided by your service.

The fact that the funds were accepted confirms that all obligations were properly fulfilled on the client’s side.

I accept that execution of the order at the incorrect rate may not be possible. However, I believe it is not fair to fully shift the consequences of the service’s technical error onto the client.

You mentioned that you are willing to consider compensation. In this regard, I kindly ask you to clarify what specific form of compensation you are prepared to offer in this situation.

It is important for me to receive a clear and concrete resolution that takes into account the time lost and the inconvenience caused.

I also ask the BestChange administration to take this into consideration during the review of this case.

Luybomir, Thank you for your reply.

As we have previously offered, the full refund of your funds has been initiated. This refund is the only resolution we are able to provide in this situation. We are not prepared to provide additional compensation, as the issue arose from an internal technical error, and execution at the incorrect rate is operationally impossible.

We have acted in good faith and promptly offered the refund to prevent any financial loss on your side. At this point, the matter should be reviewed and resolved by the BestChange administration.

We kindly ask you to await their decision.

Best regards,
Exswaping

Thank you for your response.

I would like to clarify several important points.

In your previous message, you explicitly stated that you were willing to consider compensation. However, you are now refusing to provide any compensation without offering a clear explanation for this change in position.

Additionally, as of now, I have not received any refund, despite your statement that it has been initiated.

At this moment:
- the order has not been executed;
- no compensation has been provided;
- the refund has not yet been completed.

This situation leaves the client without both the expected service and the returned funds, which is unacceptable.

I would like to emphasize that the issue arose due to your internal system error, and the exchange direction was active at the time of order creation.

I kindly ask the BestChange administration to take this into account and ensure that the matter is resolved properly, including:
- confirmation and completion of the refund;
- reconsideration of fair compensation for the inconvenience caused.

I expect a clear timeline for the refund and a final resolution of this case.

Thank you for your response.

I would like to clarify several important points.

In your previous message, you explicitly stated that you were willing to consider compensation. However, you are now refusing to provide any compensation without offering a clear explanation for this change in position.

Additionally, as of now, I have not received any refund, despite your statement that it has been initiated.

At this moment:
- the order has not been executed;
- no compensation has been provided;
- the refund has not yet been completed.

This situation leaves the client without both the expected service and the returned funds, which is unacceptable.

I would like to emphasize that the issue arose due to your internal system error, and the exchange direction was active at the time of order creation.

I kindly ask the BestChange administration to take this into account and ensure that the matter is resolved properly, including:
- confirmation and completion of the refund;
- reconsideration of fair compensation for the inconvenience caused.

I expect a clear timeline for the refund and a final resolution of this case.

Thank you for your response.

I would like to clarify several important points.

In your previous message, you explicitly stated that you were willing to consider compensation. However, you are now refusing to provide any compensation without offering a clear explanation for this change in position.

Additionally, as of now, I have not received any refund, despite your statement that it has been initiated.

At this moment:
- the order has not been executed;
- no compensation has been provided;
- the refund has not yet been completed.

This situation leaves the client without both the expected service and the returned funds, which is unacceptable.

I would like to emphasize that the issue arose due to your internal system error, and the exchange direction was active at the time of order creation.

I kindly ask the BestChange administration to take this into account and ensure that the matter is resolved properly, including:
- confirmation and completion of the refund;
- reconsideration of fair compensation for the inconvenience caused.

I expect a clear timeline for the refund and a final resolution of this case.

Luybomir, Thank you for your message.

As previously mentioned, we are ready to process a full refund for your order. To complete this, please send your payment details (bank account or wallet information) to our email: [email protected]
.

Once we receive your details, the refund will be processed promptly. Please note that this is the only resolution we can provide, as execution at the incorrect rate is not possible due to the technical issue.

We kindly ask you to provide the requested details so we can finalize the refund.

Best regards,
Exswaping

Luybomir, We inform you that the refund has been successfully processed and sent.

Please check your account/wallet. We are also ready to provide transaction confirmation (TXID / screenshot) if required.

This completes the resolution from our side. The matter can now be considered closed.

Best regards,
Exswaping

Hello,

Dear user, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.