Disputes in P2P orders may arise for various reasons, typically due to misunderstandings, mismatched expectations, or failure by either the buyer or seller to fulfill their obligations. In the event of an appeal, the platform will make every effort to resolve the issue, but a 100% satisfactory outcome for both parties cannot be guaranteed.
Possible Reasons for Delays in P2P Appeals:
|
Reason |
Description |
|
Pending Payment Video Verification |
Before an appeal can be processed, both buyer and seller must provide payment proof: 1. Considering the possibility of fake screenshots and videos, video verification takes longer. The video must clearly show the specific details requested by the customer support agent. 2. To ensure your appeal can be processed as quickly as possible, please carefully check whether you have provided the required video proof and whether it includes all necessary information. |
|
Verifying Counterparty Receipt |
To make a fair judgment, the opinions of both the appellant and the counterparty will be considered: 1. To ensure fairness and impartiality, both parties must be given sufficient time to provide relevant proof of funds. The appeal agent will allow the counterparty a set timeframe to submit the required proof. During this period, the P2P appeal will remain pending, and no decision will be made until we receive a response from the counterparty or until the deadline expires. If your counterparty fails to respond or provide valid proof within the specified timeframe, we will proceed with the P2P appeal review. |
|
Awaiting Funds Arrival |
1. Although the platform recommends using instant payment methods, in some cases, payment channels may experience delays, especially in countries or regions where transactions are not typically settled instantly. In such cases, waiting for the funds to arrive is the safest course of action, as requesting a payment reversal may ultimately expose both parties to unnecessary compliance risks and could result in bank accounts being frozen. 2. The platform allows a reasonable amount of time for the payment channel to process the transfer. If the transfer exceeds this time, we will intervene again and provide suggestions to the user based on the circumstances. |
|
Verifying Submitted Evidence |
1. Verifying received evidence is both challenging and time-consuming, especially when both parties provide conflicting evidence. Techniques such as technical analysis, research, comparison, and motive analysis may be used to determine the credibility of each party’s statements. Although this process may take some time, it ensures the fairest judgment possible. 2. Multiple teams may be involved in verifying the evidence, which can prolong the appeal processing time. Please ensure that the submitted evidence is clear and allow extra time for us to process your appeal. |
|
Awaiting Refund |
1. In some cases, if one party wishes to pause the transaction, we will suggest a refund to the user. However, during the refund process, some users may attempt to gain an unfair advantage by not responding or cooperating. 2. We will first try to persuade the user to cooperate in resolving the order dispute until the deadline. Therefore, before the appeal is resolved, we may need to negotiate with your counterparty multiple times. |
P2P Appeal Processing in Different Scenarios:
1. Third-Party Payments
The platform strictly prohibits the use of third-party payment methods. However, some users still engage in such practices during P2P transactions. Our agents will not assist in handling orders that violate trading rules. Therefore, we will suggest a refund. Once the refund is confirmed received by the counterparty, the order will be canceled. As the refund process is time-consuming and requires cooperation from both parties, which may lead to delays in resolving related disputes.
2. Delayed Fund Arrival
In some countries, regions, or with certain payment methods or currencies (e.g., NGN, EUR, GBP, and RUB), fund transfers may take longer than usual. In such cases, both parties may submit a P2P appeal to ask the other party not to release the order before the funds arrive.
However, if the delay exceeds the normal time frame (3–5 days), we will handle the P2P appeal as follows:
- For the buyer: We suggest consulting the payment channel for the transfer status.
- For the seller: Please wait for the payment to process. If you choose not to wait, we will assist in canceling the order after verifying that no payment was received.
If the buyer's payment arrives after the order is canceled, the buyer can place a new order of the same amount with the same seller, or the seller can transfer tokens to the buyer via internal transfer.
3. Bank Account Freeze
In some countries and regions, personal bank accounts are prohibited from being used for business or trading purposes, and dosing so may result in banks freezing funds intended for transactions. If your bank account is frozen, an appeal can be submitted to address the issue.
As a trading platform, we have no business relationship with the payment channels shown on the site. Therefore, the seller must consult their bank and then inform us whether they wish to proceed with the transaction. If the seller proceeds, the order will be completed. If the seller decides to cancel the order, the platform will assist in communicating the refund. Please note that if your bank account is frozen, the refund may be delayed or paused, resulting in a longer appeal processing time, as the refund can only be processed once the bank account is unfrozen.
4. Fraudulent Orders
Fraud incidents may occur during P2P trading as scammers are drawn to the high profitability of crypto-related scams.
Common scam scenarios include:
- Basic scams such as impersonating platform customer support or providing fake proof.
- More complex scams like triangle trades or middleman schemes. For more details, please refer to: Security Reminder | Stay Alert to P2P Trading Scams
If you believe that you've been targeted in a P2P scam, you may initiate an order appeal. The resolution time and process depend on the strength and amount of evidence provided to prove the fraud. For basic fraud cases, we can usually make a prompt decision and take immediate action. For complex scams, we may need to verify the authenticity of the evidence with both parties or other support teams. Based on the information collected, investigation time can be effectively shortened.
However, if insufficient evidence is provided, the processing time may be prolonged. We urge all users to remain vigilant and safeguard their funds to avoid falling victim to cryptocurrency scams.
Notes:
Processing P2P order appeals differs significantly from regular customer support inquiries. During the appeal process, our appeal team must communicate with both the buyer and seller to understand the dispute and assist with resolution. To minimize potential disputes, users should fully understand the P2P product and rules beforehand, and ensure that they can bear the associated risks before entering into P2P transactions.