Important notes
If you cannot reach an agreement with the other party, Binance P2P offers both users the opportunity to file an appeal.
Before submitting a dispute to the customer service team, try to communicate with the other party via order chat. Reaching an agreement with the other party may yield faster results than filing an objection.
Peer-to-peer (P2P) trading is a simple way for users to buy and sell crypto, especially if they want to be able to choose their payment method.
If there is a problem with a transaction, Binance P2P offers buyers and sellers the opportunity to appeal. At this point, the customer service team steps in to resolve the problem by mediating between the two parties. In this article, we'll talk about how the appeal process works, when you should file an appeal, and much more.
When should an objection application be made?
Before filing an appeal, you can click the [Chat] button to start a chat with the other party. Reaching an agreement with the other party may yield faster results than filing an objection. If communication cannot be established or you cannot agree on a solution, you can click the "Help" button and submit an appeal. Our customer service will help you solve the problem.
When an order is disputed, cryptocurrencies will not be unblocked until the dispute is resolved. Our customer service contacts users who are parties to the dispute via email. Please note that the objection will not be concluded immediately, the process is complex and may take time. Thank you for your patience and understanding.
Reasons to File a Dispute as a Seller
I received the payment from the buyer, but the amount is not correct: The buyer transferred the money to your account, but the amount sent is not the amount stated on the platform.
Buyer marked as paid, but the payment did not arrive in my account: Contact the buyer and let them know that the payment did not arrive in your account. If you cannot reach an agreement over the chat, you can file an appeal.
I received a charge from a third-party account: File a dispute. 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 is cancelled.
Other: You can also file a dispute if the buyer violates transaction policies. For example, offering to continue trading on another platform or outside the Binance P2P website would constitute a violation of policy. You can find more information about how P2P objections are handled here.
Reasons to File an Objection as a Buyer
I made the payment, but the seller did not release the cryptocurrencies: Before submitting a dispute, contact the seller via chat and send proof of payment (please note that sometimes such transactions do not reach the counterparty immediately). If the seller does not respond to chat messages or refuses to send cryptocurrencies, file a dispute.
I overpaid the seller: If you pay more than the amount stated on the platform, you can chat with the other party to reach an agreement. If you cannot reach an agreement, you can file a dispute by attaching proof of payment.
Other: You can also file a dispute if the seller violates transaction policies. For example, offering to continue trading on another platform or outside the Binance P2P website would constitute a violation of policy. You can find more information about how P2P objections are handled here.
How Does the Objection Process Work?
Before involving the customer service team, remember that you can reach an agreement directly with the other party via chat. If you cannot reach an agreement with the other party, file an appeal. The first step is to state why you are filing an appeal. As we mentioned before, these reasons are different for the buyer and the seller.
You also need to include evidence to support the reason for your objection. For example, if you are a seller and you received an incorrect amount from the buyer, you can file a dispute by selecting the reason "I received payment from the buyer, but the amount is not correct" and attaching proof of payment.
Once the objection is made, the other party has 10 minutes to talk to you again via chat and reach an agreement.
If you reach agreement, you can cancel the objection directly. If no agreement has been reached by the end of this period, the case will be transferred to the support team and a customer service representative will contact both parties to reach a resolution.
If you cancel the objection by mistake, you must wait 5 minutes for a second objection to be filed. For more information, you can watch our video guide Binance Guides: How to Handle Disputes in P2P Transactions.
5 Helpful Tips for Appeals
When submitting a dispute about your order, explain the situation clearly so that customer service does not misunderstand the situation. Make it clear exactly what assistance you expect from customer service to cancel or release the order.
Attach all relevant documentation, such as proof of payment or proof of non-payment. Do not attach screenshots of your conversations with the other party as payment documentation.
Customer service will respond to your dispute within 24-48 hours.
During the objection process, do not use abusive or abusive language about customer service or the other party.
To avoid confusion, always communicate using the chat box in P2P so that customer service can monitor conversations between buyer and seller.
Frequently Asked Questions About the Objection Process
What should I do if buyer sends wrong amount?
If the buyer made a payment less than the amount specified in the order and clicked the "Confirm Payment" button and did not send the remaining amount or could not be reached within 24 hours, the seller must refund the amount and the order is cancelled. Meet with the recipient via chat. If you cannot reach an agreement, you can appeal directly.
What should I do if the recipient sends money from a different bank account?
If the recipient's identity does not match the information on the bank account from which the payment was made, you can appeal directly. You must return the payment to the account from which it was sent and attach the relevant document to the objection application in order for Customer Service to cancel the objection.
After filing an appeal, I received the money. What should I do?
You can contact the other party to cancel the objection. If you are the one making the objection, you can cancel your objection directly or our Customer Service will contact you.
I made the payment, but forgot to mark the order as paid and it expired. What should I do?
Please contact our Customer Service team and provide order number and proof of payment (must include buyer's name, account information, payment time, amount paid, etc.). Our Customer Service will contact you within 24-48 hours.
How long does it take for Customer Service to contact me after I file a dispute?
Our customer service team will contact you within 24 to 48 hours.
How will Customer Service contact me?
Our customer service team will contact you via email.
Get Started with Binance P2P
Do you want to start your trading journey on our P2P platform? Open a Binance account or download the Binance app. Once you complete your identity verification, you can start buying and selling crypto with low commissions!
For more information about Binance P2P, you can check out the following useful resources:
Disclaimer: Your use of all Binance P2P services and all information and other content (including that of third parties) accessible through or contained in Binance P2P is entirely at your own risk. Our sole responsibility is the execution of crypto transactions. Unless otherwise required by law, all payments are final upon completion. Binance P2P has no right or obligation to resolve any dispute arising from a completed payment. Neither the Binance P2P platform nor merchants will be held responsible for any losses you may incur from a completed payment.