Last Updated: 15 October 2024
Important note: This rule applies to non-CNY trades only
1. Buyer's appeal
1. Order canceled
If an order was automatically canceled by the system due to a time limit being exceeded, but the buyer had already completed the payment, Binance customer service agents will contact the seller for a refund on a best effort basis. Similarly, if the order was mistakenly canceled after the buyer completed the payment, customer service will reach out to the seller for a refund. If the seller refuses to refund, Binance is not liable for any loss resulting from the transaction. Binance reserves the right to suspend users who are uncooperative during the process.
2. Payment amount and order amount do not match
If the amount paid by the buyer is greater than the order amount, and the buyer clicks [Mark as Paid] or [Transferred Next], Binance customer service agents will contact the seller for a refund. If the seller refuses to refund, the buyer is solely responsible for the loss of funds. Binance reserves the right to suspend users who are uncooperative during the process.
3. The seller did not release the crypto in time
If the buyer successfully completes the payment by using a real-time payment method, but the seller does not release the crypto within 15 minutes, Binance customer service agents will contact the seller to release the crypto. If the seller doesn't respond within a given timeframe, a Binance customer service agent will release the crypto manually.
If the buyer used a non-instant payment method to make the payment and the seller cannot receive the payment immediately, Binance customer service agents will contact the seller and request that they release the crypto within two working days. If the payment hasn’t arrived within the prescribed time limit, the seller should contact Binance customer service to report the issue. If the seller does not contact Binance, it will be assumed that the payment was received, and the Binance customer service agent will release the crypto manually.
4. The seller is unwilling to release the crypto
If the buyer has paid the correct amount from an account with a name matching the verified name on their Binance account, but the seller is unwilling to release the crypto and is attempting to settle the deal at a higher price, Binance customer service agents will intervene.
In cases where the price is not abnormally low (more than 10% below market price), the order will be released manually by a Binance customer service agent.
Note: For orders exceeding 1,000 USD, a 5% price threshold will apply; if the price difference is higher than this range, the order shall be canceled.
Important note: We encourage all users to carefully check the ad price before placing an order. This helps ensure a smooth transaction process. Please be aware that refunds or appeals may not be possible in such cases.
5. The buyer left a remark for the transfer, and the seller hasn't released the crypto
If the buyer included sensitive words or expressions, such as “digital currency”, “C2C/P2P”, “Binance”, “BTC”, etc. or other sensitive information in the payment remarks when making a transfer (despite the seller’s terms stating not to mention such words), Binance customer service agents will contact the seller to either release the crypto or issue a refund. Any fees incurred during the refund process will be covered by the buyer.
6. Use of offensive language
If either party uses offensive language on the P2P platform–including in-chat tools, customer support live chat, or the order comment section–actions may be taken. If a user has been reported for offensive language two or more times, certain functions of their account may be suspended.
2. Seller’s appeal
1. The buyer didn’t pay but clicked [Mark as paid] or [Transferred, Next]
If the buyer did not make the payment, failed to provide proof of payment, or cannot be reached within a given timeframe, Binance customer service agents will cancel the order. If orders are canceled for the same reason three or more times, certain functions of the user’s account may be suspended.
If the buyer has paid but the seller has not received the payment, Binance customer service agents will contact the seller to release the crypto within two working days. If the crypto is not released within the prescribed time, Binance customer service agents will release it manually. If the release cannot proceed as usual, the seller should contact customer service to report the issue. If the seller doesn’t contact customer service, it will be assumed that payment was received.
2. The verified information or the amount paid does not match
If the buyer transfers funds to an account other than the one specified in the payment information or to a third-party account, Binance is not liable for any resulting loss from the transaction, and a refund is not guaranteed. If the buyer repeatedly makes payments to accounts other than the one specified by the seller, customer service has the right to suspend the buyer's account.
If the name on the buyer's payment account doesn't match the verified name on Binance P2P, the buyer's P2P function will be suspended due to a violation of the Binance P2P transaction rules. In this case, the crypto will not be released, and the seller will be asked to refund the full amount to the buyer. The order will be canceled after the seller submits proof of the refund, and the buyer confirms that the refund has been received. Any fees incurred should be covered by the buyer.
If the buyer has paid, but the amount is less than the order amount, they will be asked to pay the remaining amount within a given timeframe. Any additional fees incurred should be covered by the buyer. If the buyer fails to respond in time or refuses to pay the remaining amount, the seller will be asked to refund the received amount. Binance reserves the right to suspend users who are uncooperative during this process. Binance is not liable for any losses resulting from the transaction.
If the buyer’s payment is less than the order amount but the seller has already released the crypto, Binance customer service agents will contact the buyer to pay the remaining amount. If the buyer refuses to make the payment, the seller is responsible for the loss. Binance is not liable for the loss and reserves the right to suspend uncooperative users.
3. The seller didn't confirm the payment in their account and released the crypto
The seller should contact the customer service team to report the issue. If the buyer is unresponsive or refuses to cooperate, the seller may choose to report the case to law enforcement.
The seller shall take full responsibility for releasing the crypto without confirming payment in their account. Binance is not liable for any loss resulting from this transaction and cannot guarantee the retrieval of the funds.
4. Use of offensive language
If either party uses offensive language on the P2P platform--including, but not limited to, the in-chat tools, customer support live chat, or the order comment section--Binance may take action. If a user has been reported for offensive language two or more times, certain functions of their account may be suspended.
Important note: Binance reserves the right to terminate services for users who are uncooperative during the process.
For more information, please refer to the following articles: