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Binance P2P Updates: How to get issues resolved as a merchant

2021-07-19

As you are probably aware, we have discontinued Telegram as a channel for merchant support. Issues sent through telegram, either as Direct messages to local managers or posted in the Telegram groups are not monitored and will not be resolved. 

As such, we have created a new system to make it easier, faster and more efficient to handle merchant issues. This blog post is a short guide to using the new merchant chat system and getting your issues resolved in a timely manner.

How to access the chat

You can access the merchant chat the same way you can access the chat as a regular user. The Binance chat can be located on the bottom right corner of the Binance website or on the top left corner of the mobile app.

On the web

On mobile

From here, you’ll see the option for “P2P Merchant”. This option is only available for merchants, and is customised to fit the unique needs of merchants. 

From here, you’ll be presented with a couple of options. Please look through the options and select the one that is most suitable for your issue. 

For some issues, you can easily resolve them yourself. You’ll be presented with a short tutorial on how to resolve this issue by yourself. Please take time to go through this. If the tutorial solves your problem, kindly click on “Solved”, and the chat will be closed. Else, click on “Unsolved” and you’ll be directed to a merchant support specialist to help get your issues resolved.

Key notes:

  1. When reporting an issue, please be as detailed as possible. Include order IDs, and send a detailed explanation of what the issue is so that our support team can help you resolve it in the shortest amount of time possible.

  2. Please use the chat responsibly. Make sure you have a clear understanding of the issue and do not open chats until you can present your case clearly for out support specialist to help you

  3. Issues sent through telegram. Either through Direct messages or on group chats are not monitored and will not be attended to.

  4. Issues sent to the Binance P2P email address are not monitored and will not be attended to.