Communicate clearly the kind of action you need customer service’s help with, either for canceling the order or releasing the order.Īttach 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. īe clear when you file an appeal to avoid customer service confusion. For more information, a step-by-step guide to how the appeal process works at Binance P2P can be found here. If you mistakenly canceled the appeal, you must wait 5 minutes to file a second appeal. 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 they reach an agreement, you can cancel the appeal directly. Once the appeal is open, the counterparty has 10 minutes to talk to you again via chat and come to an agreement. 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. ![]() For example, if you are the seller and have received an incorrect amount from the buyer. You will also need to attach a piece of evidence to support the reason for your 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. If you do not agree with the counterpart, initiate an appeal. You can find more information about handling appeals on P2P here.īefore involving the customer service team, remember that you can directly reach an agreement with the counterpart through the chat. For example, You are advised to continue the transaction through another platform or outside the Binance P2P website. Others: You can also initiate an appeal if the buyer has violated the transaction policies. If no agreement is reached, you can open an appeal, you will need to attach proof of payment. 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 the seller does not respond to chat messages or refuses to send the cryptocurrencies, open an appeal. ![]() 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). You can find more information about how P2P appeals are handled here. Others : You can also initiate an appeal if the buyer has violated the transaction policies. ![]() 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. I received payment from a third party account : Open an appeal. 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 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. ![]() We are grateful for your patience and understanding. Please take note that the appeal process is not instant, it is a complicated process and may take time. Our customer service will communicate with the users involved in the dispute by email. When an order is on appeal, the cryptocurrency will remain blocked until the case is resolved. Our customer service will help you solve the problem. However, if communication fails and you cannot agree to a solution, you can click on the "appeal" button. It is faster to reach an agreement with your counterpart than open an appeal. This is when the customer service team comes in, to mediate between both parties and solve the issue.īefore opening an appeal, remember that you can click on the "contact" button to initiate a chat with your counterpart. However, in case of conflict between users, Binance P2P offers the opportunity for both to open an appeal. The vast majority of transactions occur without any problem. Binance P2P users can buy and sell cryptocurrencies among themselves.
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