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Last updated: 21 Aug 2024
What is an appeal for completed/canceled P2P orders?
An ‘Appeal’ for a completed/canceled order is a new function designed to assist users in resolving disputes related to already fulfilled orders, whether they are canceled or completed.
Reasons to appeal a completed/canceled P2P order
Users can submit an appeal for completed/canceled orders in the following cases:
- The order was canceled, but the buyer has already made the payment.
- The order was released, but the seller has not received the payment.
- The seller has reported a frozen bank account.
- The buyer has filed a chargeback after the seller released the cryptocurrency.
- Less paid: The seller received less payment than expected after releasing the cryptocurrency.
- Overpaid: The buyer mistakenly paid extra fiat currency to the seller.
- Other types of disputes.
Tips for when submitting an appeal
To avoid unnecessary delays and ensure efficient assistance when submitting an appeal, please be sure to:
- Provide detailed information and valid Video Proof of Payment
- Select the correct reason for appeal
- Allow CS team 15 to 30 minutes to review and respond to your case
- Avoid using the support chat for issues that can be resolved through the appeal process
Please note, appeals may take some time when follow-ups with the counterparty are required.
Check your email and the Binance app regularly in case our CS team reaches out for additional information.
How to appeal for an order that is already canceled or completed via the Binance App?
To learn how to appeal via the Binance website, click to view the “Website” tab on this page.
1. Log in to your Binance App and go to [Trades] - [P2P].
2. From the bottom dashboard tap on [Orders]. You can see a list of your orders. Tap on [Fulfilled] and then select [Canceled] or [Completed].
3. Tap on the order you want to appeal. Then tap [Need Help].
4. Select the reason for the appeal, such as [I paid but the order is cancelled] or [Others], depending on your specific case.
5. Tap [Appeal] to continue.
6. Under the reason for your appeal, describe the situation as detailed as possible so our Customer Service agents can better assist you. Please also include any related screenshots. Then tap [File an Appeal].
You will see your appeal status change once you have submitted the appeal successfully.
How to follow up on an appeal?
Tap [Appeal History].
Kindly submit further evidence, including video recordings and screenshots from the Binance App and a detailed explanation of your situation. Then tap [Submit].
How to cancel an appeal?
If your issue has been resolved, tap [Cancel the appeal] to close the dispute.
How to appeal for a canceled/completed P2P order via the Binance website?
1. Log in to your Binance P2P account and go to the [Orders] page.
2. Click on [All Orders], then select [Completed] or [Canceled].
3. Click on the order you wish to appeal. Then click [Need Help].
4. Click on the reason for the appeal, such as [Order canceled but Paid] or [Others], depending on your specific scenario.
5. Click [Appeal].
6. Under the reason for your appeal, describe the situation as detailed as possible so our Customer Service agents can better assist you. Please also include any related screenshots. Then click [Submit Appeal].
Once you have submitted the appeal successfully, the appeal status will show ‘Counterparty processing.’
How to follow up on the appeal?
Please click on [Provide more details] and submit further evidence, including video recordings and screenshots from the Binance interface and a detailed explanation of your situation. Then click [Submit].
How to cancel an appeal?
If your issue has been resolved and you have received the fiat/crypto from the counterparty, please reply in the order chatbox. Additionally, do not forget to click [Cancel the appeal] so that we can close the dispute.
To learn more about P2P Order Appeals, please visit the P2P Order Appeal/Account Suspension FAQs page.