All You Need to Know About the Binance P2P Appeals Process


Main Takeaways 

  • If you can't reach an agreement with your counterparty, Binance P2P offers the opportunity for both users to open an appeal. 

  • Before filing an appeal to the customer service team, try to communicate with the counterpart via the order chat. Reaching an agreement with your counterparty may be faster than opening an appeal.

Peer-to-peer (P2P) trading is a straightforward way for users to buy and sell crypto, especially for those who like being able to choose their preferred payment method. 

On Binance P2P, users can buy and sell cryptocurrencies among themselves without the need for an intermediary. While most transactions occur without any problems, experienced and new users should prepare themselves if a transaction doesn't go according to plan. 

If a transaction doesn't go smoothly, Binance P2P offers the opportunity for buyers and sellers to file an appeal. This is when the customer service team comes in to mediate between both parties and solve the issue. This article will walk you through how the appeal process works, when you should file an appeal and more. 

When to Open an Appeal?

Before opening an appeal, remember that you can click on the [Chat] button to initiate a chat with your counterpart. It is faster to reach an agreement with your counterpart than open an appeal. However, if communication fails and you cannot agree to a solution, you can click on the "help" button and open an appeal. Our customer service will help you solve the problem. 

When an order is on appeal, the cryptocurrency will remain blocked until the case is resolved. Our customer service will communicate with the users involved in the dispute by email. Please take note that the appeal process is not instant, it is a complicated process and may take time. We are grateful for your patience and understanding. 

Reasons to Open an Appeal as a Seller

I received the payment from the buyer, but the amount is not correct: The buyer transfers the money to your account but the amount does not correspond to the amount indicated on the platform.

The buyer marked as paid but I did not receive the payment to my account: Contact the buyer and inform him that you have not received the payment on your account, if you do not reach an agreement through the chat, you can open an appeal. 

I received payment from a third party account: Open an appeal. If the name on the buyer's account (e.g. bank account) does not match the name on the platform, the buyer has violated the rules and the cryptocurrencies cannot be released, the seller must refund the money and the order will be canceled.

Others: You can also initiate an appeal if the buyer has violated the transaction policies. For example, You are advised to continue the transaction through another platform or outside the Binance P2P website. You can find more information about how P2P appeals are handled here. 

Reasons to Open an Appeal as a Buyer

I made the payment, but the seller did not release the cryptocurrencies: Before opening the appeal, contact the seller via chat and send the payment’s proof (note that sometimes these transactions are not immediate). If the seller does not respond to chat messages or refuses to send the cryptocurrencies, open an appeal. 

Pay the seller extra money: If you make a payment that exceeds the amount you set on the platform, you can chat with the other party to reach an agreement. If no agreement is reached, you can open an appeal, you will need to attach proof of payment.

Others: You can also initiate an appeal if the buyer has violated the transaction policies. For example, You are advised to continue the transaction through another platform or outside the Binance P2P website. You can find more information about handling appeals on P2P here

How Does the Appeal Process Work?

Before involving the customer service team, remember that you can directly reach an agreement with the counterpart through the chat. If you do not agree with the counterpart, initiate an appeal. The first step will be to mark the reason why you decided to open the appeal, these reasons are different for the buyer and the seller, as we have mentioned before. 

You will also need to attach a piece of evidence to support the reason for your appeal. For example, if you are the seller and have received an incorrect amount from the buyer. You can file an appeal with the reason "I received payment from the buyer but the amount is not correct" and attach proof of payment.  

Once the appeal is open, the counterparty has 10 minutes to talk to you again via chat and come to an agreement.  

If they reach an agreement, you can cancel the appeal directly. If after this period of time, the agreement is not reached, the case will go to support and a customer service agent will contact both parties to find an agreement.  

If you mistakenly canceled the appeal, you must wait 5 minutes to file a second appeal. For more information, check out our in depth video tutorial Binance Guides: How to Handle a Dispute During a P2P Trade

5 Useful Tips When Opening an Appeal

  1. Be clear when you file one appeal for your order to avoid customer service confusion. Communicate clearly the kind of action you need customer service’s help with, either for canceling the order or releasing the order.  

  2. Attach relevant proof like proof of payment or no payment being made, don't attach a screenshot of conversations with the counterparty as proof of payment. 

  3. Please allow customer service to respond to your appeal within 24 hours - 48 hours. 

  4. Do not use abusive language to customer service and your counterparty during the appeal process

  5. Always communicate using the provided chatbox on P2P so that the customer service can follow the conversations ongoing between buyer and seller to avoid confusions

Frequently Asked Questions about the Appeal Process 

What should I do if the buyer sends the wrong amount?

If the buyer paid less than the amount stipulated in the order and clicked on "Confirm Payment" and did not send the remaining amount or could not be contacted within 24 hours, for the benefit of the seller, the seller must reimburse the amount and the order will be canceled. Negotiate with the buyer through the chat, if they do not reach an agreement you can appeal directly. 

What should I do if a buyer sends money from a different bank account?

If the buyer's identity does not match the information on the bank account from which you made the payment, you can appeal directly. You will need to refund the account that sent the payment and attach the proof in appeal so Customer Service can help to cancel the appeal.

I received the money after I appealed. What should I do?

You can negotiate with the other party to cancel the appeal. If you appealed first, you can cancel your appeal directly. Or our Customer Service will contact you. 

I paid, but I forgot to mark the order as paid and it expired. What should I do?

Please contact our Customer Service team, provide the order number, proof of payment (which contains information such as the name of the payee, account details, time of payment, amount paid, etc.) and our Customer Service will contact you within 24 to 48 hours. 

How long will it take for Customer Service to contact me after I filed the appeal?

Our customer service team will contact you within the next 24 to 48 hours.

How will Customer Care contact me?

Our customer service team will contact you by email.

Get Started With Binance P2P

Want to start your P2P trading journey on our P2P platform? Register for a Binance account or download the Binance app. Once you complete your identity verification, you can start trading crypto with low fees!

For more information on Binance P2P, you can read our helpful resources below: 

Disclaimer: Your use of the Binance P2P services and all information and other content (including that of third parties) included in or accessible from the Binance P2P services is at your sole risk. Our only responsibility is to handle crypto transactions. All payments are final upon completion unless otherwise required by law. Binance P2P platform has neither the rights nor the obligations to resolve any disputes arising from a completed payment. Neither Binance P2P platform nor merchants shall be responsible for your loss in a completed payment.