Highlights:
The Binance P2P platform is incredibly secure, but there may be some difficulties. This is where the Customer Service team steps in to mediate between both parties.
In this article, you will learn what situations require an appeal, both for buyers and sellers.
Additionally, we will address some of the most frequently asked questions, allowing you to have a smooth experience on Binance P2P.
Binance P2P users can buy and sell cryptocurrencies among themselves. The vast majority of transactions are executed without issues. However, in the event of a conflict between users, Binance P2P provides the opportunity for both parties to initiate an appeals process. This is where the Customer Service team steps in to mediate between both parties and resolve the issue.
When should an appeal be opened?
Before initiating an appeal, remember that you can click on the "contact" button to start a chat with the counterpart. It is quicker to reach an agreement with the counterpart than to open an appeals process. However, if communication is not efficient and an agreement cannot be reached, then you can click the "appeal" button. Our Customer Service team will help you resolve the issue.
When an order is under appeal, cryptocurrencies will remain blocked until the case is resolved. Our Customer Service team will contact the users involved in the dispute via email. Please note that the appeal is not immediate; it is a complicated process and may take time. We appreciate your patience and understanding in advance.
Reasons to open an appeal as a seller
I received payment from the buyer, but the amount is incorrect: the buyer transfers the money to your account, but the amount does not match what is indicated on the platform.
The buyer confirmed the payment was sent, but I did not receive the payment in my account: contact the buyer and inform them that you have not received the payment in your account; if an agreement is not reached through 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 (for example, a bank account) does not match the name on the platform, the buyer has violated the rules and it is not possible to release the cryptocurrencies; the seller must refund the money and the order will be canceled.
Other reasons: you can also initiate an appeal if the buyer violated the transaction policies. For example, the buyer asks you to continue the transaction through another platform or outside the Binance P2P website. You can check more information about how appeals are handled in P2P here.
Reasons to open an appeal as a buyer
I made the payment, but the seller did not release the cryptocurrencies: before opening an appeal, contact the seller through chat and send them proof of payment (keep in mind that sometimes these transactions are not immediate). If the seller does not respond to chat messages or refuses to release the cryptocurrencies, initiate the appeal.
I paid the seller more money than necessary: if you sent a payment that exceeds the amount indicated on the platform, you can talk to the counterpart through chat to reach an agreement. If no agreement is reached, you can open an appeal; you will need to attach proof of payment.
Other reasons: you can also initiate an appeal if the seller violated the transaction policies. For example, the seller asks you to continue the transaction through another platform or outside the Binance P2P website. You can find more information on how appeals are handled in P2P here.
How the appeals process works
Before involving the Customer Service team, remember that you can reach an agreement directly with the counterpart through chat. If it is not possible to reach an agreement with the counterpart, initiate the appeal. The first step is to indicate the reason why you decided to open an appeal; the reasons are different for the buyer and the seller, as we described above.
You will also need to attach evidence supporting the reason for your appeal. For example, if you are the seller and received an incorrect amount from the buyer, you can initiate an appeal with the reason "I received payment from the buyer, but the amount is incorrect" and attach proof of payment.
Once the appeal is initiated, the counterpart has 10 minutes to communicate again with you through chat and reach an agreement.
If an agreement is reached, you can cancel the appeal directly. If after 10 minutes no agreement is reached, the case will be referred to the Support team and a Customer Service agent will contact both parties to find a solution.
If you canceled the appeal by mistake, you must wait 5 minutes to initiate a second appeal. If you want more details, there is a step-by-step guide on how the appeals process works in Binance P2P available here.
Five useful tips when starting an appeal:
1. Clearly explain the reason for your appeal of your order to avoid confusion from the Customer Service team. Communicate clearly the action for which you need help from Customer Service, whether it is to cancel the order or release it.
2. Attach relevant proof documents, such as a payment receipt or proof that the payment was not executed; do not attach screenshots of conversations with the counterpart as proof of payment.
3. You must wait between 24 to 48 hours for the Customer Service team to respond to your appeal.
4. Do not use offensive language with the Customer Service team or with the counterpart during the appeal process.
5. Always communicate through the chat window provided in P2P so that the Customer Service team can track conversations between the buyer and the seller to avoid confusion.
Frequently asked questions about appeals
What should I do if the buyer sends me the wrong amount?
If the buyer paid less than the amount specified in the order and clicked on "Confirm payment" and did not send the remaining amount or could not be contacted in the following 24 hours, the seller should, for their own benefit, refund the amount received, and the order will be canceled. If an agreement is not reached after negotiating with the buyer through chat, the seller can appeal directly.
What should I do if a buyer sends money from another bank account?
If the buyer's identity does not match the information on the bank account from which the payment was made, you can appeal directly. For the Customer Service team to cancel the appeal, you must refund the money to the account from which the payment was sent and attach proof in the appeal.
I received the money after appealing. What should I do?
You can negotiate with the counterpart to cancel the appeal. If you appealed first, you can cancel the appeal directly. Our Customer Service team will contact you.
I sent the payment but forgot to mark the order as "paid" and it has already expired. What should I do?
Contact the Customer Service team and provide the order number and proof of payment (which contains information such as the beneficiary's name, account details, time and date of payment, amount paid, etc.). Our team will contact you within 24 to 48 hours.
How long will it take for the Customer Service team to contact me after I initiated the appeal?
Our team will contact you within the next 24 to 48 hours.
How will the Customer Service team contact me?
They will contact you via email.
Binance P2P, a constantly improving platform
The appeals process in Binance P2P allows users to resolve disputes efficiently. If issues arise during a transaction, it is recommended to first try to contact the counterpart through chat. Only if an agreement is not reached can an appeal be initiated, providing clear evidence of the problem. Our Customer Service team will intervene to mediate and resolve the situation. It is important to remember that the cryptocurrencies involved in an appeal will remain blocked until the case is resolved.
To stay informed about the latest news and updates from Binance P2P, we invite you to regularly visit our blog. Here you will find detailed articles that will help you better understand the policies, processes, and tools available on our platform. Stay tuned to make the most of your experience in the world of cryptocurrencies.
You might also be interested in…
Tips for using Binance P2P and avoiding transfers to third parties
Binance P2P: What to do when the order time limit is exceeded and the system cancels it
Ultimate guide to start making money with Binance P2P
This content is of a general nature for the Spanish-speaking community, not referring to a specific jurisdiction.
Risk warning: Fiat currency services are provided to users directly by licensed providers for processing transfers. Users will be able to use the services of these licensed providers through Binance Pay to trade virtual assets and digital value units associated with the value of a fiat currency and/or transfer assets and digital units so that their recipients receive equivalent funds in fiat currency directly into their bank accounts. This process does not involve the receipt or raising of funds in fiat currency or the sending or transferring of funds in fiat currency between users and recipients. Virtual assets and digital units are not backed by the government or any financial institution and are not legal tender. Conducting transactions with this type of asset and units carries certain risks, under the responsibility of the person performing them. Binance.com operates internationally. Please review ourTerms of Use and Risk Warning.