OTC dispute appeal handling rules

Buyer appeal

1. The order is canceled:

• If the order expires and the system automatically cancels it, but the buyer still completes the payment offline, or the buyer cancels the order by mistake after completing the payment, the platform customer service will contact the seller for a refund. If the seller refuses the refund, the buyer shall be responsible for the loss of funds;

 

• If the payment status is not changed in time due to system reasons, the system will automatically cancel the order over time, the platform customer service will contact the seller for a refund. If the user complaints are serious or the seller refuses to refund, the customer service will give compensation.

 

2. The payment amount does not match the order amount:

• If the actual amount paid by the buyer is greater than the order amount, click "I have paid" button, the platform customer service will contact the seller for a refund. If the seller refuses to refund, the buyer shall be responsible for the loss of funds.

 

3. The seller has not released the coins over time:

• If the buyer uses the real-time payment method to successfully pay the money and the seller does not make the loan for more than 15 minutes, the platform customer service will contact the seller to release the currency. If the buyer makes a second appeal, the platform customer service will enforce the forced currency release;

 

• If the buyer uses the delayed payment method for transfer, and the seller cannot receive the payment in time, the platform customer service will contact the seller to complete the currency release within 2 working days. If the currency is not released within the timeout period, the platform customer service will execute the forced release of the currency. If the currency cannot be released normally within the prescribed time limit, you need to contact the customer service in time to communicate. If you do not contact, the payment will be received by default;

 

• If the buyer transfers the money to the seller’s other bank account or someone else’s bank account without using the seller’s registered bank information to make the payment, both parties need to communicate on their own, and the buyer bears the risk of the wrong transfer.

 

4. The seller's price is set incorrectly and he is unwilling to release coins:

• The seller directly contacts the buyer for negotiation. If the buyer does not actively cancel the appeal within 24 hours, the order will be executed by default, and the platform customer service will execute the forced currency release, and the order will be completed.

 

5. Due to the special text content of the buyer's remarks when paying, the seller did not release the currency:

• If the buyer notes "Digital currency, OTC/P2P, BTC", etc. or related information, the platform customer service will contact the seller to release the currency or refund.

 

6. Insulting language:

• If the two parties make insulting language during the communication, and they have complained 2 times or more, some functions of their accounts will be restricted.

 

 

The seller's appeal

1. The buyer clicks "I have paid" :

• If the buyer clicks "I have paid", and no valid voucher is provided or contact cannot be obtained within 12 hours. In order to ensure the seller’s interest, the platform customer service operates the order cancellation process. If the order is canceled 3 times or more due to accumulated non-payment, some functions of the account will be restricted;

 

• If the buyer has paid and click "I have paid" button, but the seller has not received the payment, the platform customer service will contact the seller to complete the currency release within 2 working days. If the currency is not released after the timeout, the platform customer service will execute the forced currency release. If the currency cannot be released normally within the prescribed time limit, You need to contact customer service in time to communicate, if you do not contact, you will receive the payment by default.

 

2. The payment account number is inconsistent with the real-name information:

• If the name of the buyer's payment account (such as a bank card) is inconsistent with the real-name information, it is the buyer's illegal operation, no currency will be issued, the seller will refund, and the order will be canceled.

 

3. The payment amount does not match the order amount

• The buyer's payment amount is less than the order amount, and click the "I have paid" button. If the payment is not made up within 24 hours or the buyer cannot be contacted, in order to ensure the seller’s interest, the seller will refund the order and the order will be canceled.

 

4. Release coins in advance

• If the seller does not confirm whether the payment has been received, the currency will be released in advance;

• When the buyer’s account has funds, the operation is forbidden for 1 working day, and the seller is recommended to report to the police;

• When the buyer’s account has no funds, the seller shall bear the risk of releasing the currency in advance.          

5. Insulting language appeal

• If the two parties make insulting language during the communication, and they have complained 2 times or more, some functions of their accounts will be restricted.