P2P appeals: what to do when an order goes wrong
Most P2P orders complete in minutes. When one does not, the appeal button brings in our team to look at the facts.
When to open an appeal
- You paid, marked the order as paid, and the seller has not released.
- You are the seller and the buyer marked as paid, but the money is not in your bank account.
- The payment came from a different name than the buyer's.
- The other side asks you to cancel after a payment was made.
What to provide
- Buyers: the bank receipt or statement line showing the transfer, the amount and the recipient details.
- Sellers: a statement or screenshot of your account history covering the order time.
- Keep explanations short and factual in the order chat.
How decisions are made
While an appeal is open, the coins stay locked in escrow. Our team reviews the chat, the payment proof and the account history, and may ask both sides for more information. The escrow is then released to the buyer or returned to the seller.
Avoiding appeals
Most appeals come from avoidable mistakes: paying from someone else's account, paying the wrong amount, or releasing late. Read the advert terms, pay exactly, and keep everything in the order chat.
Questions about an order? Contact us with the order number.
This article is for education only and is not financial advice. Crypto prices can rise and fall sharply; only trade with money you can afford to lose.
