1. What is an Appeal?
An appeal refers to requesting platform assistance to resolve issues encountered during a transaction, primarily disputes with the trading counterpart.
2. Platform Appeal Rules
Buyer Appeals
1. Order Cancellation
If the order is canceled due to exceeding the time limit or accidental actions after the buyer has made a payment, please appeal promptly and explain the reason. You may also negotiate with the seller to place a new order without making another payment; simply click “Paid” and the seller will release the crypto.
Note: Do not click “Cancel Order” before the seller releases the crypto. Once the order is canceled, the escrowed cryptocurrency will be returned to the seller’s wallet, and the funds you spent may be irretrievable.
2. Payment Amount and Order Amount Mismatch
If the buyer pays more than the order amount and has clicked “Completed Payment,” please appeal and explain the situation. The platform will assist in resolving the issue. If the seller refuses to refund, the buyer will bear the risk of fund security.
3. Seller Does Not Release Cryptocurrency in a Timely Manner
If the buyer uses a real-time payment method but the seller does not release the cryptocurrency within 10 minutes, contact the seller to release the crypto. If the seller still does not release it, please appeal, and the platform will contact the seller to release the cryptocurrency. If the seller does not respond within 1 hour of payment, appeal again, and the platform will contact the seller to resolve the issue as quickly as possible.
If the buyer uses a non-instant payment method and the seller cannot receive the payment in time, contact the seller for a refund and cancel the order. If the issue remains unresolved, please appeal, and the platform will contact the seller to resolve the issue as soon as possible.
If the buyer transfers funds to the seller’s other bank account or an external account, not according to the seller’s provided bank information, the buyer bears the risk of transferring to the wrong account.
4. Seller Refuses to Release Cryptocurrency and Attempts to Complete at a Higher Price
Unless the price is unusually low (at least 5% below market price), customer service will manually release the order.
5. Offensive Language
If either party uses offensive language during communication, and if a party receives 3 or more complaints, some functions of that user’s account will be temporarily disabled.
Seller Appeals
1. Buyer Clicked “I Have Paid”
If the seller does not receive the payment 15 minutes after the buyer marks it, the seller may appeal. If the buyer does not follow the rule of paying first and then marking payment, the payment is not received within 2 hours, or the order is canceled after payment, the seller may appeal and refund the transaction.
If the buyer has paid successfully but the seller has not received the funds, the seller may appeal.
2. Discrepancies in Verification Information or Payment Amount
If there is a discrepancy, be cautious of receiving risks. When such orders result in appeals, the seller may choose to refund and reject the transaction. If the user accepts non-real-name payments leading to the freezing of another person’s payment account, the platform will investigate the source of the problematic funds and has the right to freeze the user’s platform account and cancel the seller’s certification.
3. Early Release of Cryptocurrency Before Payment is Received
If the seller releases the cryptocurrency before confirming receipt of the funds, the seller should appeal or contact customer service as soon as possible. However, the platform cannot guarantee that the cryptocurrency will be recovered.
4. Offensive Language
If either party uses offensive language during communication, and if a party receives 3 or more complaints, some functions of that user’s account will be temporarily disabled.
3. How to Appeal?
If negotiations with the counterpart fail, you can find your order in “User Order Management,” open the order, click “Appeal,” fill out the appeal information as prompted, and submit the appeal. Platform customer service will intervene and handle the matter through the chat box.
It is recommended to describe the problem clearly and in detail, preferably with pictures, to help us understand and resolve your issue as quickly as possible.
4. How to Cancel an Appeal?
When your order status is “Appealing,” you can find the target order in “User Order Management,” open the order, and click the “Cancel Appeal” button. If you and the counterpart reach an agreement and wish to cancel the appeal, click this button.
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