Everything you need to know about the Binance P2P appeal process
Binance P2P users make transactions to buy and sell cryptocurrency directly with each other. Most transactions take place without any problem. However, in the event of a dispute or conflict between users, Binance P2P provides an opportunity for both parties to open an appeal so that an independent support party can make a fair decision and help complete the transaction.

Everything you need to know about the Binance P2P appeal process
Binance P2P users make transactions to buy and sell cryptocurrency directly with each other. Most transactions take place without any problem. However, in the event of a dispute or conflict between users, Binance P2P provides an opportunity for both parties to open an appeal so that an independent party represented by the support service can make a fair decision and help complete the transaction.

In this article, you will learn:

When to open an appeal?

Reasons for opening an appeal as a seller

Reasons to open an appeal as a buyer

How does the appeal process work?

Frequently Asked Questions About Appeals

When to open an appeal?
Before opening an appeal, remember that you always have the opportunity to communicate directly with the counterparty through the built-in chat in the order. We always recommend using the direct link to resolve a dispute. But if this is not possible, and you are unable to resolve the dispute directly, then click on the "Appeal" button in the order to get help from our support team.

Customer service will help you solve the problem. When the order is in the status of an appeal, the cryptocurrency will remain blocked until a final decision is made based on the results of the dispute. Support staff will contact both parties by email. Attention: Binance support does not use instant messengers to contact users, beware of scammers.

Reasons for opening an appeal as a seller
You received payment from a customer, but the amount is incorrect

If the buyer made a payment, but the amount does not correspond to the amount indicated in the order, you can directly agree with the buyer in the chat about a surcharge, or a refund if you want to cancel the transaction. If you can't agree, open an appeal and attach the evidence as your account statement.

The buyer marked paid but you did not receive payment

Contact the buyer via live chat and let them know that you have not received payment yet. If payment is still not received, open an appeal and attach proof of your account statement.

You received a payment, but the billing information is inconsistent with the buyer's account information

Open your appeal. If the payer's data differs from the buyer's name specified in his account, then the buyer has violated the platform rules and the cryptocurrency cannot be transferred for this order. You must return the money and refuse to carry out the transaction. The order will be canceled upon a full refund to the buyer.

The buyer paid using a different payment method, in violation of the "Terms of transaction" of the seller

You can opt out of the transaction. The seller must return the money to the buyer, after which the transaction will be canceled and the assets returned to the seller.

The buyer requires to pay additional commissions / the price differs from that specified in the order

If you are selling cryptocurrency for someone else's ad, and the buyer offers you to transfer an amount less than the amount indicated in the order, open an appeal.

The ad price must be final for the seller. Payment of bank and other fees lies with the party that pays the order.

Other: You can also appeal if the seller violated the Transaction Policy, or ignored your terms as specified in the “Terms of Business” ad

For example: A merchant invites you to proceed through a different platform or outside of the Binance P2P website.

Reasons to open an appeal as a buyer
You have completed the payment, but the merchant has not transferred the cryptocurrency

Before opening an appeal, contact the seller via live chat and send a confirmation of payment (please note that sometimes the money transfer may take a little longer than usual). If the merchant doesn't respond to chat messages or refuses to send cryptocurrency, open an appeal.

You have transferred more money to the seller than indicated in the order

If you have made a payment in excess of the amount indicated in the open order, you can chat with the counterparty via chat to agree on a refund. If no agreement is reached, open an appeal and attach proof of payment.

Other: You can also appeal if the seller violated the Transaction Policy, or ignored your terms specified in the "Terms of Business"

For example: A merchant invites you to proceed through a different platform or outside of the Binance P2P website.

How does the appeal process work?
Before engaging a customer support team, remember that you can negotiate directly with a counterparty via live chat. If you disagree with the counterparty, file an appeal. The first step is to state the reason why you decided to open the appeal, these reasons are different for the buyer and seller, as we mentioned above.

You will also need to attach proof of the reason for your appeal. For example, if you

the seller and you have received the wrong amount from the buyer, you can appeal the reason “I received payment from the buyer but the amount is incorrect” and attach proof of payment.

After opening the appeal, the counterparty has 10 minutes to talk to you again via chat and come to an agreement.

If an agreement is reached, you can overturn the appeal yourself. If, after this period of time, no agreement can be reached, the dispute goes to support and a Customer Service agent will contact both parties to find an agreement.

If you cancel your appeal by mistake, you will have to wait 5 minutes to file a second appeal. For more information, you can find a step-by-step guide on how the Binance P2P appeal process works at this link.

Frequently Asked Questions About Appeals
What should I do if a buyer sends the wrong amount?

If the buyer paid less than the amount specified in the order, and marked the order as paid and, at the same time, did not send the remaining amount, you have the right to refuse the transaction. The seller must return the amount and the order will be canceled by customer service. Negotiate with the buyer via live chat, if an agreement is not reached, you can appeal.

What if a customer sends money from another bank account / third party card?

If the identity of the buyer is not established or does not match the information specified in his account, you can file an appeal.

I received the money after I filed an appeal. What should I do?

If your counterparty opened an appeal, you can agree with them to cancel the appeal in order to complete the transaction. If you are the first to appeal, you can cancel your appeal and complete the transaction as well. If you are having difficulty overturning your appeal, or your counterparty does not respond, you can open an appeal.

I paid, but forgot to mark the order as paid, and the order expired / the order was canceled by the system. What should I do?

Please open a ticket to the support service, indicate the order number, and attach a confirmation of payment (confirmation of payment must contain information such as the recipient's name, account details for which you made the transfer, payment time, amount, etc.). Our customer service team will contact you within the next 12 hours.

Attention:

If the order has expired and was automatically canceled by the system, but the buyer still made the payment offline, or if the order was canceled by mistake after the buyer's payment was made, Binance support representatives will contact the seller for a refund. If the seller refuses to return the funds, the buyer is responsible for the loss of funds.

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14.11.2020 .