Notice of Appeal

1. What is a complaint?

Complaint refers to the application platform to assist in solving the problems encountered in the transaction, mainly referring to disputes with the counterparty of the transaction.

2. Rules for Platform Complaints

Buyer complaint

1) Order Cancellation

After the buyer pays, if the order is canceled due to exceeding the time limit or being touched by mistake, please appeal and explain the reason in time. You can also negotiate with the merchant to place an order again, without having to pay repeatedly, just click on the payment, and the merchant will release the coins to you.

Warm reminder: Do not click to cancel the order before the seller releases the currency. Once the order is cancelled, the escrowed cryptocurrency will be returned to the seller's wallet, and the paid funds will have the risk of being irrecoverable.

2) The payment amount is inconsistent with the order amount

If the buyer actually paid more than the order amount and clicked "Payment Completed", please click Appeal and explain the reason, and the platform will assist you to solve the problem. If the seller refuses to refund, the buyer bears the risk of the safety of funds.

3) The seller did not release the cryptocurrency in time

If the buyer successfully pays using the real-time payment method, but the seller has not released the cryptocurrency for more than 10 minutes, please contact the seller to release the currency in time. If the currency has not been released, please click Appeal, and the platform will contact the seller to release the cryptocurrency. If the seller does not respond within 1 hour after payment, please appeal again, and the platform will contact the merchant to solve the problem as soon as possible.

If the buyer pays with a non-instant payment method and the seller cannot collect the payment in time, please contact the seller for a refund and cancel the order. If the problem has not been resolved, please click Appeal, and the platform will contact the merchant to solve the problem as soon as possible.

If the buyer transfers funds to the seller's other bank account or the bank account of an outsider, and fails to pay according to the bank information provided by the seller, the buyer bears the risk of transferring money to the wrong account.

4) Sellers are unwilling to release cryptocurrency and try to close at a higher price

Unless the price is abnormally low (at least 5% lower than the market price), the customer service staff will release the order manually.

5) Offensive language

Both or one party to the transaction use offensive language in the conversation. If a party is appealed 3 times or more, some functions of the user account will be temporarily disabled.

Seller's complaint

1) The buyer clicks "I have paid"

If the buyer does not receive the account within 15 minutes after marking the payment, the seller can choose to appeal; if the buyer does not follow the first payment and then mark the payment, the payment cannot reach the account within 2 hours, or the order is canceled after payment, the seller can choose to appeal and the refund will not be completed. .

If the buyer successfully pays, but the seller does not receive the payment, the seller can choose to appeal.

2) Inconsistent verification information or payment amount

If they are not consistent, please pay attention to the risk of collection. When there is a complaint on this type of order, the seller can choose to refund and refuse the transaction. If the payment account of another person is frozen due to the user's acceptance of non-real-name payment, the platform will investigate the source of the funds in question, and has the right to directly freeze the user's platform account and cancel the merchant's certification qualification.

3) Release the digital currency in advance before receiving the payment

The seller released the digital currency in advance without confirming whether the payment has been received. The seller should appeal or contact customer service to solve the problem as soon as possible, but the platform cannot guarantee that your digital currency will be recovered.

4) Offensive language

Both or one party to the transaction use offensive language in the conversation. If a party is appealed 3 times or more, some functions of the user account will be temporarily disabled.

3. How to appeal?

If communication and negotiation with the other party fail, you can find your order in "User Order Management", open the order and click "Appeal", fill in the appeal information according to the prompts, and initiate an appeal. The platform customer service will intervene in the chat box.

It is recommended to describe the problem clearly and in detail, preferably with pictures, so that we can understand and solve your problem as soon as possible.

4. How to cancel the appeal?

When your order status is "Appealing", you can find the target order in "User Order Management", open the order and click the "Cancel Appeal" button. Click this button if you and the other party have agreed to cancel the appeal.