P2P Appeal and Activity Handling Rules

Customer Specialist Team

Cập nhật lần cuối:9 ngày trước

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	If the resolution favors the buyer, the frozen crypto assets will be released to the buyer's account, and the order status will be updated to "Completed." If the resolution favors the seller, the frozen crypto assets will be released to the seller's account, and the order status will be updated to "Canceled."
For Completed Orders	If the resolution favors the buyer, the seller's claims will be rejected, and the order status is maintained. If the resolution favors the seller, assistance is provided to remind the buyer to fulfill their obligations. Depending on the amount involved and the number of appeals, the buyer's P2P functions may be suspended.
For Canceled Orders	If the resolution favors the buyer, assistance is provided to remind the seller to fulfill their obligations. Depending on the amount involved and the number of appeals, the seller's P2P functions may be suspended. If the resolution favors the seller, the buyer's claims are rejected, and the order status is maintained.

3. Appeal Handling Guidelines

Buyer Appeals
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. If the seller agrees, the appeal will be closed. If the seller refuses or does not respond, their P2P functions will be restricted, and the buyer will bear the loss.
Buyer overpaid	Buyer's liability	The platform will request the seller to return the excess amount. If the seller agrees, the appeal will be closed. If the seller refuses or does not respond, their P2P functions will be restricted, and the buyer will bear the loss.
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: First offense: Warning and the seller's P2P functions will be restricted for 7 days. Two or more offenses: The seller's P2P functions will be permanently banned.

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. First offense: The buyer's P2P functions will be restricted for 7 days. Two or more offenses: The buyer's P2P functions will be banned permanently.
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. If the buyer agrees, the appeal will be closed. If the buyer does not cooperate or does not respond, their P2P functions will be restricted, and the seller will bear the losses.
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: If the buyer agrees to make up the price difference and bear the handling fees, the platform will release the cryptos. If the buyer refuses or does not respond, their P2P functions will be restricted for 7 days. The seller will issue a refund, and the order will be canceled. The seller bears the loss.
Seller released the cryptos but received an incomplete payment	Both parties	The platform will request the buyer to pay the remaining amount: If the buyer agrees to make up the price difference and bear the handling fees, the appeal will be closed. If the buyer does not cooperate or does not respond, their P2P functions will be restricted for 7 days. The seller bears the losses.
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: If the seller confirms they have not received the funds, the order will be canceled, and the buyer will bear the loss. If the seller agrees to release cryptos, the appeal will be closed. If the seller refunds, the buyer shall bear the handling fees, and the order will be canceled. 2. The buyer transferred to the wrong recipient, and the seller has not released the cryptos: The order will be canceled and the buyer will bear the losses. 3. The buyer transferred to the wrong recipient, and the seller has released the cryptos (Both parties are responsible): If the buyer agrees to pay the correct amount, the appeal will be closed. If the buyer refuses, their P2P functions will be restricted for 7 days and the seller will bear the loss.
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: First offense: Warning and the buyer's P2P functions will be restricted for 7 days. Two or more offenses: The buyer's P2P functions will be permanently banned.
Buyer adds sensitive keywords in Transfer Notes or violates seller’s transfer rules	Buyer's liability	If the seller agrees, the platform will release the cryptos. If the seller refunds the payment, the refund fees will be borne by the buyer, and the order will be canceled.

Risk Control Measures
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	Permanent ban, with potential asset freezing. If a merchant is involved, their merchant status will be revoked and their ads will be removed.
Seller’s account frozen due to buyer’s transfer	If the buyer is responsible, their P2P functions will be restricted, and withdrawals restricted. If the buyer's funds are legally sourced, lift the restrictions; If it is verified that the buyer's funds come from money laundering or fraud, permanently disable P2P functions and restrict crypto withdrawal.
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
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.	/
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.	/
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.

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