BTC2Pay: a deal where every detail matters

In April, BTC2Pay received the “Top Deal of April supported by Kursoff” award. In this nomination, it is not only the amount or execution speed that matters. It shows how an exchanger works when a request goes beyond the standard scenario: there are nuances, manual support is needed, constant communication matters, and careful control is required at every stage.

BTC2Pay works with cryptocurrency and electronic money, but the service describes itself more broadly. If the needed direction is not available on the website or the request is non-standard, the team does not reduce everything to an automatic refusal. The client can write directly, explain the situation, and the team will then select a possible solution.

We spoke with the head of BTC2Pay about what stands behind a strong deal, how the team keeps the balance between speed and security, why AML should not be treated as a formality, and what internal work the user usually does not see.

— Hi! Tell our readers what you are responsible for at BTC2Pay?

As the head of BTC2Pay, I am responsible for the development of the service, control of operational work, process security, quality of customer service, and the launch of new directions. It is important to me that the service works steadily, quickly, and remains reliable for our users.

— How would you briefly explain BTC2Pay to someone seeing the service for the first time?

BTC2Pay is an exchange of crypto and electronic money without unnecessary difficulties. We are not limited only to automatic directions. If the website does not have the needed option or the client has a special request, they can simply write to us. We will find a solution and select conditions for a specific situation.

This is exactly how our motto sounds: BTC2Pay — every exchange matters.

— In April, you received the “Top Deal of April supported by Kursoff” award. What does this nomination mean for you and the team?

For us, it was a real challenge that we accepted with great enthusiasm. The deal was individual, with many nuances, and every detail matters. In the end, we are no less satisfied with the result than the client.

We worked for a long time to set up all processes so that they would work like clockwork. This deal became a good test of our experience, attentiveness, and responsibility.

Separately, we thank Kursoff for the support and assistance throughout the whole process. It is nice to know that you were there both for us and for the client.

— What is a truly strong deal in an exchange service for you: the rate, speed, amount, accuracy, or a combination of factors?

A strong deal is always a combination of several factors. A good rate is important, but without speed, accuracy, and communication, the client will not receive quality service.

The most important thing is for the client to remain confident in the process and come back again.

— Which deals do you consider the most indicative for BTC2Pay: non-standard ones or those where the client needed especially precise support?

The most indicative for us are complex and non-standard cases. It is in such situations that the professionalism of the team, speed of reaction, and ability to find solutions even in unstable market conditions become visible.

— How does the client feel control over the process when the request is complex or non-typical?

We always maintain constant contact with the client: we inform them about the status of the request, explain the stages of the operation, and respond promptly to questions.

It is important to us that the client understands: their request is under control, the team sees the situation and is leading it to the result.

— You have automatic and manual directions. In which cases is automation no longer enough, and where does the team’s work begin?

Automation works well for standard operations. But when it comes to large amounts, non-standard payments, or high-risk directions, manual support and control from the team are needed.

In such requests, it is important not only to carry out the exchange, but also to correctly assess all the nuances.

— What is most important for you in a deal from the client’s point of view?

The most important things are security, clarity of the process, and trust in the service. The client must be confident that their funds and request are in reliable hands.

— Tell us about speed: how do you define the balance between efficiency and safe processing of a request inside the team?

We always strive to process requests as quickly as possible, but not at the expense of security. If an operation requires an additional check, we would rather spend a little more time but carry it out correctly and without unnecessary risks for the client.

— There are situations when the market moves sharply. How do you work with requests at such moments so as not to lose either accuracy or the client’s trust?

At such moments, the team’s efficiency and transparent communication with the client are especially important. We quickly update rates, control liquidity, and always try to find the optimal solution for the client.

— Let’s talk about failures: was there a day that became a real test for the team? What went wrong then, and how did you solve the situation?

In our field, force majeure happens to everyone: network delays, bank restrictions, AML cases.

One such case was related to a payment where the client incorrectly specified the payment purpose. Because of this, the bank did not credit the funds, but also did not return them to us immediately. In fact, the payment got stuck between the parties, and the situation had to be resolved quickly.

We communicated with the bank in parallel, supported the client, and tried to speed up the return of the funds. As a result, the payment was returned, but to an account that was frozen at that moment. So we had to go through one more stage: unblocking and withdrawing the funds from there.

Everything ended positively, but it really was a test day for the team. We had to keep the client updated, work with the bank, deal with the blocked account, and not lose control over the process at the same time.

— Can you recall a case that the BTC2Pay team is truly proud of?

Yes. There was an interesting situation with a client who exchanged quite large amounts through us from Payoneer twice a month. During another deal, he found out that he could no longer make internal transfers. The funds were needed quickly, so we immediately began looking for an alternative solution.

Already the next day, we offered him a new exchange option – through an ACH payment. Now this direction is already available to all our clients.

This case is important to us because in such situations clients and businesses usually have to either look for workaround solutions with commissions two or three times higher, or completely rebuild their financial logic. Here, we managed to preserve the client’s usual process. The only change was a slightly higher exchange fee, but it is much simpler and more profitable than completely reformatting the work.

— How do you explain AML or an additional check to a client so that the person understands the logic of the service and does not perceive it as an unnecessary obstacle?

Today, AML is part of the life of cryptocurrency. We explain to clients that AML is not our desire to complicate the process, but a standard element of financial security. Such checks are needed to protect all parties: both the service and the client.

If the client understands in advance that there may be questions about the origin of funds, it is better to contact the operator immediately. In this case, we can suggest which payment option would be more correct and safer for their specific situation.

But if the AML check has already been triggered, there is less room for maneuver. Then we either return the funds to the client or have to ask them to go through an additional verification procedure.

Of course, no matter how we explain it, this is still an unpleasant moment for the client. That is why our task is to calmly explain the logic and support the person until the situation is resolved.

— What does the user most often not see from the outside when they think that a good deal is just quickly pressing a button and receiving money?

From the outside, a good deal really looks very simple, but inside it is similar to courier delivery: the client only sees the status order accepted and then delivered. Between these two points, a large system is working.

Behind one fast operation stands the work of operators, managers, IT, and the financial department. Operators support the client and control the deal process. Managers are responsible for directions, conditions, communication, and service quality. The IT team ensures system stability, automation, and the technical part. The financial department monitors liquidity, settlements, payments, and the correctness of fund movements.

And this is only the visible part of the internal work. Behind every direction stands a large layer of analysis: risks, limits, providers, rates, commissions, processing speed, possible bank or other restrictions.

We have to maintain liquidity, timely change the processing conditions of directions, monitor rates and provider reliability. Separately, there is constant monitoring of what is happening in the world of cryptocurrencies and finance. News, regulatory changes, problematic situations in other exchangers, the behavior of banks and payment systems: all of this can affect the work of the service.

Therefore, a good deal is the result of a large amount of work by many people, which the user usually does not see. And perhaps that is good: when the mechanism works properly, the client sees a simple and clear result.

— Which script do you use for your exchange point?

We have extensive experience working with different scripts. In 8+ years in this field, you definitely manage to gain such experience.

Currently, for the operation of the exchange point, we use the product of our partners: Lara-Script.

— What advantage do you see in our closed Kursoff P2P group on Telegram?

Such communities help us exchange information faster, find partners, prevent risks, and discuss current market issues.

— What would you wish Kursoff readers and your colleagues in the market?

I would like to wish the market development, fair competition, safe deals, and mutual respect among all participants of the crypto community.

In our field, trust and reputation have the greatest value. They are what shape a market where clients can calmly conduct deals, and services can develop, build partnerships, and work for the long term.