---
title: What can I do when an exchange goes wrong? | Pairc Goodman
description: How disputes happen, what the Broker Panel can and cannot do about them, and how to correct mistakes.
canonical: https://pairc-goodman.com/help/brokers/broker_exchanges/broker_exchange_problems
generated: 2026-10-24T02:10:59.674Z
---Exchanges and listings

# What can I do when an exchange goes wrong?

How disputes happen, what the Broker Panel can and cannot do about them, and how to correct mistakes.

---

Sometimes members disagree about an exchange, or hours are recorded wrongly. Here is what to do.

## Disputed exchanges

An exchange becomes **Disputed** when:

- the two members confirm very different hours, or
- a member presses Report a problem on the exchange in the phone app, for example because the other person did not turn up. The website does not have this button.

The members are told a broker will review it. You can see these exchanges under the **Needs action** tab in [Exchanges](/broker/exchanges) . While an exchange is disputed, no hours move.

## What to do

1. Open the exchange. It shows the hours agreed when it was requested, the hours each member says, and its History.
2. Contact both members. Listen to each side.
3. Decide what is fair, then choose one:

- Settle dispute: choose the hours to pay and write what you decided and why. The hours must stay inside the range the page shows, which is set in Configuration. The time credits move straight away.
- Close with no hours: use this when the work did not happen. The exchange is cancelled and no time credits move.

1. Both members can see your note, and both are told.
2. If the dispute is about behaviour or safety, also follow your community's safeguarding process.

You cannot settle an exchange you are part of, or one where a member is staff at or above your level. Ask an admin.

## A completed exchange with the wrong hours

Open the exchange and press **Reverse exchange** , then write why. Both members' balances go back to where they were before the exchange, and a correcting entry is recorded beside the original. If a member has already spent the credits, their balance can go below zero.

To record the right hours, the members can then make a new exchange.

Keep corrections rare, fair and explained. Members can see each one and its reason.

[Go to this page](/broker/exchanges)

## More guides in this topic

[When does an exchange need a broker's approval?](/help/brokers/broker_exchanges/broker_exchange_when_approval) [How do I approve or reject an exchange?](/help/brokers/broker_exchanges/broker_approve_exchange) [Understanding the Exchanges list](/help/brokers/broker_exchanges/broker_exchange_list) [What is the Match Approvals page?](/help/brokers/broker_exchanges/broker_match_approvals) [Tagging a listing that needs extra care](/help/brokers/broker_exchanges/broker_risk_tags) [Recording insurance certificates](/help/brokers/broker_exchanges/broker_insurance)

## Still need help?

If you can't find what you need, get in touch and a person will help you.

[Contact us](/contact)