P2P Appeal Handling Rules
Binance
2020-04-14 05:08
P2P Appeal Handling Rules
1. Order canceled.
  • If the order’s time limit exceeded and was automatically canceled by the system, but the buyer still completed the payment, or if the order was canceled by mistake, Binance will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds.
2. Payment amount and order amount does not match.
  • If the amount paid by the buyer is greater than the order amount, and the buyer confirmed the payment by clicking on the "Transferred, Next" button, Binance will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds.
  • If the amount paid by the buyer is lower than the order amount, and they confirmed the payment by clicking on the "Transferred, Next" button, the buyer needs to pay the remaining amount within the given timeframe. If the buyer fails to pay and cannot be contacted within 24 hours, the seller needs to refund the amount paid and the order will be canceled.
3. If the information doesn't match:
  • If the buyer’s payment information doesn’t match the verified Binance account (e.g., different names), the crypto cannot be released due to a violation of the rules. The seller needs to provide a refund and the order will be canceled.
  • Binance will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds.
  • If the buyer doesn’t use the seller’s provided bank information to make the payment, or transfers money to the wrong bank account, the buyer is responsible for a potential loss of funds.
4. The seller has not released the crypto in time.
  • If the buyer successfully completed the payment by using a real-time payment method, but the seller did not release the crypto within 15 minutes, Binance will contact the seller to release the crypto. If the seller doesn't respond within a given timeframe, Binance will forcibly release the crypto.
  • If the seller doesn’t get the payment in time because the buyer used a non-instant payment method, Binance will ask the seller to release the crypto within 2 working days. If the seller doesn’t receive the payment within the prescribed time limit, the seller needs to contact the customer service. If the seller fails to contact the customer service in time, Binance will consider that the payment was received and will forcibly release the crypto.
  • If the buyer paid, but the seller did not send the funds, Binance customer service agents will contact the seller to release the crypto within 2 working days. If the crypto is not released within the given time frame, Binance will forcibly release the crypto. If the crypto cannot be released normally, the seller needs to contact customer service. If they fail to communicate within the given timeframe, Binance will consider that the payment was received.
5. Seller is unwilling to release the crypto and is trying to settle the deal at a higher price.
  • The order will be canceled and the seller shall refund the buyer directly. Otherwise, the order will be released manually by the customer service agents.
6. The buyer clicked on “Mark as paid” or ”Transferred, Next”.
  • Suppose the buyer marks the payment as complete but fails to pay or provide proof of payment and cannot be reached within a given timeframe. In that case, Binance will cancel the order. If orders were canceled due to non-payment for 3 times or more, the respective user will have their account’s functions suspended.
7. The seller released the crypto earlier.
  • If the seller didn’t confirm the payment was received and released the crypto too early, they have to contact the customer support.
  • The seller will take responsibility for releasing the crypto earlier. Binance cannot guarantee that the funds will be retrieved.
8. The buyer left a special note when transferring the money, and the seller hasn't released the crypto.
  • If the buyer left a note "digital currency, C2C/P2P, Binance, BTC" or other related information when transferring the money, Binance customer service agents will ask the seller to release the funds or to provide a refund.
9. Offensive language.
  • The use of offensive language may cause partial or complete suspension of the accounts involved.