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Buy Crypto (Fiat/P2P)
P2P Trading
P2P Merchant and User Management
P2P Appeal Handling Rules
Binance
2020-04-14 05:08

Buyer's Appeal

  1. Order canceled: 
  • If the order’s time limit exceeded and was automatically cancelled by system, but the buyer still completed the payment offline, or after the buyer completed the payment, the order was cancelled by mistake, Binance customer service agents will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds.
  • If the payment status has not been changed in time due to the system reason, and the system automatically canceled the order when the time limit is exceeded, Binance customer service agents will contact the seller for a refund. If the user complains or the seller refuses to refund, compensate according to the Solution for UEF (User Experience Fund).
  1. Payment amount and order amount does not match:
  • If the actual amount paid by the buyer is greater than the order amount, and the user clicked on the "I paid" button, Binance customer service agents will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds.
  1. The seller has not released the crypto in time:
  • If after the buyer successfully completed the payment by using the real-time payment method, the seller did not release the crypto in more than 15 minutes, Binance customer service agents will contact the seller to release the crypto. If the buyer appeals for a second time, Binance customer service agent will forcibly release the crypto.
  • If the buyer used the delayed payment method to make the payment, so the seller cannot receive the payment in time, Binance customer service agents will contact the seller and ask to release the the crypto within 2 working days.If the payment wasn't received within the prescribed time limit, the seller needs to contact customer service in time to communicate. If the seller hasn't contacted us, it will be considered as the payment was received.
  • If the buyer transferred money to the seller's other bank account or another person's bank account, didn't use seller's provided bank information to make a payment, both parties need to communicate by themselves, and the buyer bears the risk of transferring to the wrong account.
  1. Seller set the wrong price and unwilling to release the crypto:
  • If the seller set the wrong price, and after the buyer completed the payment, the seller refused to release the crypto, the seller needs to contact the buyer directly to negotiate. If the buyer does not cancel the appeal within 24 hours, the order will be executed manually by the customer service agent.
  1. The buyer leaved the special note when transferring the money, and the seller hasn't release the crypto:
  • If the buyer leaved the note "digital currency, C2C/P2P, Binance, BTC" or other related information when transferring the money, Binance customer service agents will contact the seller to release the token or refund.
  1. Offensive language:
  • Two parties used offensive language during the conversation, if the party was appealed for 2 times or more, part of the user's account functions will be suspended.

 

Seller’s Appeal

  1. Buyer clicked on "I paid":
  • If the buyer did not pay and clicked on the "I paid" button, and the buyer didn't provide proof of payment or cannot be reached within 12 hours, for the seller's benefit, Binance customer service agent will cancel the order. If orders were cancelled due to the non payment for 3 times or more, part of the user's account functions will be suspended.
  • If the buyer paid and clicked on the "I paid" button, but the seller did not receive the payment, Binance customer service agents will contact the seller to release the crypto within 2 working days. If the crypto hasn't been released within the prescribed time, Binance customer service agents will forcibly release the crypto. If the crypto cannot be released normally, the seller needs to contact customer service to communicate, if she/he hasn't contacted, it will be considered as payment was received.
  1. If payment account and verified information doesn't match:
  • If the buyer's payment account (for example bank card) name doesn't match with verified name, buyer violated the rules, the crypto cannot be released, the seller needs to refund, and the order will be cancelled.
  1. Payment amount and order amount doesn't match:
  • If the buyer paid less than order amount, clicked on the "I paid" button, and hasn't paid the remaining amount or cannot be contacted within 24 hours, for seller's benefit, the seller need to refund, and the order will be cancelled.
  1. Released the crypto earlier:

           The seller didn't confirm whether received the payment and released the crypto earlier:

  • If the buyer's account has funds, suspend the buyer's withdrawal function for 1 working day and suggest the seller to contact police.
  • If the buyer's account doesn't have the funds, the seller will take responsibility for releasing the crypto earlier.
  1. Offensive language:
  • Two parties used offensive language during the conversation, if the party was appealed for 2 times or more, part of the user's account functions will be suspended.

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