1. Impact of Appeals:
- When Customer Support intervenes, the order status will be updated to either "Completed" or "Canceled" based on the resolution.
- Appeals initiated for orders that are already "Completed" or "Canceled" do not affect the order status.
- Once an appeal is completed, neither party can initiate an appeal for the same issue.
- However, if an appeal is canceled, it can be initiated again if necessary.
2. Basic Intervention Guidelines
For Paid Orders |
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For Completed Orders |
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For Canceled Orders |
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3. Appeal Handling Guidelines
Buyer Appeals |
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Appeal Type |
Appeal Result |
Handling Measures |
Buyer has paid, but the seller has not released the cryptos |
Seller's liability |
The platform will release the cryptos. |
Buyer has paid, but the order was canceled (due to timeout or incorrect cancellation) |
Buyer's liability |
The platform will request the seller for a refund.
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Buyer overpaid |
Buyer's liability |
The platform will request the seller to return the excess amount.
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Seller is unable to receive payment due to issues with their payment method |
Seller's liability | The buyer should cancel the order. |
Buyer appeals because the seller used a non-real-name payment method |
Seller's liability |
1. The platform will release the cryptos. 2. The seller's use of non-real-name payment methods has led to the buyer submitting an appeal:
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Seller Appeals | ||
Appeal Types | Appeal Result | Handling Measures |
Buyer clicked [Paid], but the seller did not receive the payment and has not released the cryptos | Buyer's liability |
The platform will cancel the order.
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Seller released the cryptos but did not receive the buyer’s payment |
Seller's liability |
The platform will request the buyer to make the payment.
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Seller has not released the cryptos but received an incomplete payment |
Buyer's liability |
The platform will request the buyer to pay the remaining amount:
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Seller released the cryptos but received an incomplete payment |
Both parties |
The platform will request the buyer to pay the remaining amount:
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Buyer made an incorrect payment |
Buyer's liability |
1. The buyer transferred to the seller's other bank account, and the seller has not released the cryptos:
2. The buyer transferred to the wrong recipient, and the seller has not released the cryptos:
3. The buyer transferred to the wrong recipient, and the seller has released the cryptos (Both parties are responsible):
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Buyer uses a non-real-name payment Third-party payments are strictly prohibited. If a buyer uses a non-real-name payment account, the order is considered invalid or unpaid. |
Buyer's liability |
1. The platform will contact the seller to issue a refund via the original payment method. Once the buyer receives the refund, they must cancel the order themselves. 2. If the seller provides valid refund proof and the buyer does not respond within 72 hours, the customer support team will cancel the order on behalf of the buyer. 3. If the buyer encourages or uses a non-real-name payment account, causing a dispute:
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Buyer adds sensitive keywords in Transfer Notes or violates seller’s transfer rules |
Buyer's liability |
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Risk Control Measures |
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Violation |
Handling Measures |
Including but not limited to fraudulent KYC, impersonation of customer service, fake payment proof (including verbal claims of payment), fake emails or text messages, inducing order cancellation, triangular scams, chargeback/check scams, off-platform transaction scams |
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Seller’s account frozen due to buyer’s transfer |
If the buyer is responsible, their P2P functions will be restricted, and withdrawals restricted.
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Detected as high-risk by the platform’s risk control system and explicitly refuses or fails to actively cooperate with further Anti-Money Laundering (AML) verification requirements |
P2P and withdrawal functions will be restricted. If a merchant is involved, they may face ad removal, restriction on posting ads, or revocation of merchant status. |
Other Appeal Cases |
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Violation | First Offense |
Second Offense | Third Offense and Beyond |
Verbal abuse | Warning | 7-day P2P ban |
Permanent P2P ban. If a merchant, their status will be revoked. |
Malicious competition or false orders |
Warning and 7-day P2P ban |
Permanent P2P ban. If a merchant, their status will be revoked. |
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Diverting users to other platforms for off-platform transactions (including but not limited to auto-replies containing personal social media contact information) |
Warning and 7-day P2P ban |
Permanent P2P ban. If a merchant, their status will be revoked. |
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Directly using or using a very similar 'CoinEx' official terminology or platform logo in personal nicknames or avatars. |
Warning and relevant text/logo must be removed within 7 days |
14-day+ P2P ban until removed | 21-day+ P2P ban until removed |
Other Misconducts of Merchants | |||
Misconduct | Violate Once | Violate Twice | Violate Three Times or More |
Using alternate accounts or instructing others to create accounts for fake trades | Warning and 30-day P2P ban | Permanent P2P ban, merchant status revoked | / |
Posting maliciously competitive orders without fulfilling them for an extended period | Warning, 7-day P2P ban, and ad removal | 14-day P2P ban and ad removal | Permanent P2P ban, merchant status revoked |
In case of any disputes, the platform reserves the right to the final interpretation and decision.