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P2P Appeal Handling Rules
Binance
2020-04-14 05:08
*this rule is applicable to non-CNY trades
Buyer's Appeal
1. Order canceled:
  • If the order’s time limit exceeded and was automatically canceled by the system, but the buyer still completed the payment offline, or after the buyer completed the payment, the order was canceled by mistake, Binance customer service agents will contact the seller for a refund on a best effort basis. If the seller refuses to refund, Binance is not liable for any loss resulting from the transaction. Binance reserves the right to suspend users that are uncooperative during the process.
2. Payment amount and order amount does not match:
  • If the actual amount paid by the buyer is greater than the order amount, and the buyer clicked on the "Mark as paid & Transferred Next" 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.
3. 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 seller doesn't respond within a given timeframe, Binance customer service agent will forcibly release the crypto.
  • If the buyer used the non-instant 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 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. Binance customer service agents will forcibly release the crypto.
  • If the buyer transferred money to the seller's other bank account or another person's bank account, didn't use the seller's provided bank information to make a payment, the buyer bears the risk of transferring to the wrong account.
4. Seller is unwilling to release the crypto and is trying to settle the deal at a higher price.
  • Except for cases where the price is abnormally low (-10% market price) , the order will be released manually by the customer service agent.
5. The buyer left the special note when transferring the money, and the seller hasn't released the crypto:
  • If the buyer left 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.
6. 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 “Mark as paid” or ”Transferred, Next”
  • If the buyer did not pay, and the buyer didn't provide proof of payment or cannot be reached within a given time frame, for the seller's benefit, Binance customer service agent will cancel the order. If orders were canceled due to non-payment for 3 times or more, part of the user's account functions will be suspended.
  • If the buyer paid, 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.
2. The verified information or the amount paid does not match:
  • The payment account and verified information don't match: If the buyer's payment account (for example bank card) name doesn't match with verified name, the buyer violated the rules, the crypto cannot be released, the seller needs to refund, and the order will be canceled.
  • If the buyer paid less than the order amount, clicked on the“Mark as paid” or ”Transferred, Next” button, and hasn't paid the remaining amount or cannot be contacted within the timeframe given by agents, for the seller's benefit, the seller needs to refund, and the order will be canceled.
3. Released the crypto before receiving the payment: The seller didn't confirm whether he/she received the payment and released the crypto before receiving the payment:
  • The seller shall contact the customer service by raising a ticket. In cases where the buyer is not responsive or refuses to cooperate, the seller may report the case to law enforcement.
  • The seller will take responsibility for releasing the crypto earlier. The platform (Binance P2P) cannot guarantee that the funds will be retrieved.
4. 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.