Help / Frequently Asked Questions

Your password is never sent to Bitgree, a hash is sent instead. This is so because your password is used to generate your non-custodial wallet, so if you lose it Bitgree cannot help you to recover it.

If you lose your password you will lose access to your Bitgree account (also to your wallet), so it is very important that you make a backup of the seed words of your Bitgree wallet. So that you can import it into an external wallet like Electron Cash, in case you lose your Bitgree password.

External stores currently supported are: Amazon.com, Amazon.es, Amazon.fr, Amazon.de, Amazon.it, Amazon.co.uk, Amazon.com.br, Amazon.com.mx, Amazon.ca, Amazon.com.au, Amazon.in, Amazon.co.jp, Amazon.pl, Amazon.com.be, Amazon.se, Amazon.nl, Amazon.ae, MercadoLibre.com.ar, MercadoLibre.com.co, MercadoLibre.cl, MercadoLivre.com.br. We are working to add more stores in the near future.

Bitgree works with Bitcoin Cash (BCH). You can find more information about Bitcoin Cash at BitcoinCash.org or BCH.info.

Bitgree is a non-custodial service. Wallet is generated in the user's web browser, and Bitgree does not have the private keys from user's wallet. Escrows are also non-custodial, as 2-3 multisignature contracts (signers are wish's user, proposal's user and Bitgree).

For usability reasons, an encrypted copy of the user's wallet is sent to Bitgree. But the encryption password is never sent, so Bitgree cannot access the user's private keys. Wallet decryption process always is done in the user's web browser.

Both users of the purchase agreement can open a dispute at any time. At that time, a special procedure is opened in which both users privately expose their arguments to Bitgree. Bitgree will make a decision based on the evidence shown, unlocking the funds from the multisignature escrow, which will be sent to the winner of the dispute.

Yes, as long as the external store where the product was purchased accepts its return.

Once the product is delivered you must mark it as received, but before marking it as reviewed, you must assess whether you want to return it. If you are clear that you want to return the product, the ideal is to start the return process, contacting the proponent, before marking the product as reviewed. That way you can open a dispute if you have problems with the return. You can also start the return process after the escrow funds have been transferred to the proponent, but you will need their collaboration to proceed with the return.

The return can be managed by the proponent in the external store, or he can assign you the rights for the return in the external store if it allows it. For example, Amazon accepts another user manages the return if he presents a gift ticket for the product, which you can request from the proponent. The way in which the return is managed is something that you will have to discuss with the proponent.

We are working on offering a better service in terms of returns. In the meantime, we recommend that if you need a new escrow, reuse the escrow of the agreement through custom transactions. That way you can open a dispute if the return process goes wrong, and Bitgree can review it.

If the warranty is offered directly by the manufacturer, you should not need the intermediation of the user who made the purchase or the external store to use the warranty. Therefore, in that case you can use the manufacturer's warranty. We recommend that you ask the user for the purchase invoice, in case it's necessary for the warranty process.

If the warranty is offered by the external store, you will need to contact the user who made the purchase to manage the warranty. We are working to provide better service regarding the use of product warranties. In the meantime, we recommend that if you need to transfer funds, reuse the escrow of the agreement through custom transactions. That way you can open a dispute if the warranty process goes wrong, and Bitgree can review it.

Bitgree charges 0.5% fee for each outgoing transaction from escrow's balance. As normally for each wish/proposal agreement there is only one transaction outgoing from the escrow, it could be summarized that Bitgree charges a fee of 0.5%.

In a normal finalization of the agreement, the fee is paid by the user who created the wish. In a custom transaction from escrow, the fee is paid between the recipients of the transaction.