Bitget P2P Appeal Handling Rules
[Estimated Reading Time: 10 minutes]
This article explains the P2P appeal handling rules on Bitget, offering guidance for both buyers and sellers. By understanding these rules, you can submit appeals independently and avoid the need for additional support.
What is a P2P Appeal?
A P2P appeal is a request for dispute resolution raised by a buyer or seller during a P2P trade. Appeals are initiated when either party believes the other has not fulfilled the trade agreement, such as:
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A buyer claims payment was made but the cryptocurrency was not released.
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A seller claims payment was not received or the buyer’s evidence is invalid.
Bitget mediates appeals by reviewing evidence submitted by both parties to make a fair decision.
Buyer's Appeals
1. An Order Was Cancelled (System or Manual Cancellation)
Scenario: The buyer completed the payment, but the order was either canceled due to the time limit expiring (system cancellation) or was canceled manually by mistake.
Buyer's Action Required:
1. If the payment has already been completed, the buyer should immediately place another order of the same amount with the same seller to lock the funds in escrow within the Bitget system. The buyer must also submit an appeal with valid payment proof, including transaction details, to request proper intervention and resolution.
2. If the buyer cannot place another order of the same amount (e.g., due to the seller’s advertisement being unavailable), they should gather valid evidence of the payment and report the issue to Bitget’s support team through the in-chat support feature. Buyers should clearly explain the issue and attach all relevant evidence to assist the investigation.
Bitget's Handling:
1. Bitget P2P specialists will contact the seller to refund the payment on a best-effort basis. If the seller refuses, Bitget is not liable for losses.
2. Uncooperative users may have their P2P functionality suspended.
2. Payment Amount and Order Amount Do Not Match
Scenario: The buyer paid more than the order amount but marked the order as paid.
Buyer's Action Required:
1. The buyer should immediately contact the seller via the P2P chat feature and request a refund for the overpaid amount.
2. The buyer must provide evidence of the payment discrepancy when filing an appeal.
Bitget's Handling:
1. Bitget P2P specialists will contact the seller to arrange a refund.
2. If the seller refuses to refund, the buyer bears sole responsibility for the loss.
3. Uncooperative sellers may face suspension of their P2P features.
3. Seller Has Not Released the Cryptos on Time
Scenario: The buyer completed a real-time payment, but the seller failed to release the cryptocurrency promptly.
Buyer's Action Required:
1. After making the payment, the buyer must click [Paid] to notify the seller.
2. If the seller fails to release the cryptocurrency within the time limit, the buyer should initiate an appeal and provide payment evidence, such as transaction confirmations or bank receipts.
Bitget's Handling:
1. Bitget P2P specialists will contact the seller to release the crypto.
2. If the seller does not respond, Bitget may release the crypto manually after verifying payment.
3. For non-instant payment methods, Bitget will determine a waiting period depending on the payment type.
4. Seller Is Unwilling to Release the Cryptos
Scenario: The buyer made the correct payment, but the seller refuses to release the crypto, often seeking a higher price.
Buyer's Action Required:
1. The buyer must collect and submit evidence proving payment was made in full, such as payment screenshots or screen recordings.
2. The buyer should avoid negotiating outside the Bitget platform to maintain proper documentation.
Bitget's Handling: Bitget P2P specialists will release the crypto manually unless the price is abnormally low (e.g., -10% of the market price).
5. Sensitive Remarks in Payment Comments
Scenario: The buyer included sensitive information in the payment remarks, violating the seller's terms.
Buyer's Action Required:
1. The buyer and seller should communicate to resolve the issue and arrange a refund of the initial payment.
2. Once the refund is completed, the buyer can initiate a new payment without including sensitive or crypto-related terms in the payment remarks.
3. Buyers must avoid including sensitive or crypto-related terms in payment remarks in future transactions to prevent similar issues.
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Important Reminder: Buyers must avoid sensitive or crypto-related terms in payment remarks at all times to prevent account freezes or disputes. Violating this rule can lead to severe consequences, including permanent restrictions on P2P trading functionality or order cancellations.
Bitget’s Handling:
1. Bitget P2P specialists will mediate if necessary to ensure a fair resolution.
2. Depending on the situation, Bitget may cancel the order if the seller provides proof of a frozen account caused by sensitive remarks.
3. Refund fees, if applicable, will be borne by the buyer.
6. Additional Requirements by the Seller
Scenario: The seller requests actions not mentioned in the notes (e.g., adding social media accounts or extra identity verification).
Bitget's Handling: Buyers can refuse such transactions. Either party can cancel the order as long as no payment has been made.
7. Offensive Language
Scenario: Either party uses offensive language in the P2P chat or comments.
Buyer's Action Required:
1. The buyer should avoid escalating the situation and refrain from responding with offensive language.
2. If offensive language is used against the buyer, they should report the incident through an appeal, including chat screenshots as evidence.
3. Maintaining respectful communication ensures smoother resolution.
Bitget's Handling: Bitget P2P specialists will analyze the case and take appropriate action against the offending party, which may include issuing warnings or restricting access to P2P features.
8. Suspected Fraud
Scenario: Fraudulent behavior is detected during the transaction.
Buyer's Action Required: To minimize the chances of being scammed, buyers should take the following precautions:
Stop the transaction immediately: Do not proceed with any payment or money transfer to the seller if you suspect fraud.
1. Cancel the order if no payment has been made: This helps avoid further interactions with the fraudulent party.
2. Note key details: Record the seller’s username, listing details, and any suspicious communication for future reference.
3. Report the user: Use the appeal function or contact Bitget Support to report the fraudulent activity. Provide comprehensive evidence, such as video recordings of chat logs, payment records, or transaction details, to assist in the investigation.
4. Avoid external communications: Only use the Bitget platform for interactions to ensure there’s a proper record of the conversation.
5. Stay cautious with offers that seem too good to be true: Scammers often use extremely low prices or other enticing tactics to deceive users.
Bitget's Handling:
Bitget may take the following actions to ensure a safe trading environment:
1. Suspend the fraudulent party’s P2P functionality permanently.
2. Lock the fraudulent account’s assets and remove any active advertisements.
3. Investigate the incident thoroughly, relying on the evidence provided by the buyer.
4. If necessary, collaborate with legal authorities to address fraudulent activities and protect the interests of genuine users.
Precautionary Tip: Always verify that the seller’s terms are reasonable and their completion rate and feedback are reliable before initiating a trade. Genuine sellers typically maintain high ratings and transparent communication.
Seller's Appeals
1. Buyer Clicked [Paid] Without Making Payment
Scenario: The buyer falsely claims payment by clicking [Paid] without completing the transaction.
Seller’s Action Required:
If a buyer clicks [Paid] without making the payment, sellers should:
1. Verify your account: Check your bank account or payment platform to confirm whether the payment was received.
2. Contact the buyer: Use the P2P chat to communicate with the buyer and request proof of payment.
3. Report the issue: If the buyer fails to respond or provides valid proof, escalate the matter by using the [Appeal] function.
4. Evidence Requirements for Sellers in This Scenario:
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Video clearly showing your payment platform or bank account without any credit for the stated amount
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Screenshots or logs of your conversation with the buyer in the P2P chat
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A copy of the P2P order showing the status of [Paid] without accompanying payment records.
5. Avoid releasing crypto prematurely: Do not release the cryptocurrency until the payment is confirmed in your account.
Bitget's Handling: Bitget P2P specialists will cancel the order if the buyer fails to provide proof of payment. Repeated offenses may result in suspension of the buyer's P2P features.
2. Payment or Verified Information Does Not Match
Scenario: The buyer transfers funds to an account other than the one provided by the seller, or the buyer’s payment account name does not match their verified name.
Seller’s Action Required:
1. Verify the payment: Check the payment details to confirm whether the funds were transferred to the correct account.
2. Communicate with the buyer: Use the P2P chat window to contact the buyer and resolve discrepancies. Clearly explain the issue and request a correction or refund if funds were sent to the wrong account.
3. Maintain records: Save screen recordings of the conversation and payment details for documentation in case the matter escalates.
4. Escalate if necessary: If the buyer becomes unresponsive or uncooperative, file an [Appeal] through Bitget’s system and provide all evidence, including payment records and chat logs and wait for Bitget’s P2P specialists to review the case.
Bitget’s Handling:
1. If the buyer’s payment details do not match the agreed terms, Bitget P2P specialists will investigate the situation.
2. Bitget is not liable for any losses resulting from mismatched or incorrect payment information.
3. The buyer may face suspension of their P2P features for repeated violations of Bitget’s trading rules.
4. The seller is expected to refund any funds received if payment details are incorrect, with associated fees borne by the buyer.
Tip for Sellers: Always verify the buyer’s payment details before proceeding with the trade. Clear communication can help prevent unnecessary disputes.
Important Reminder for Buyers: Ensure your payment account matches your verified name and that you strictly follow the seller’s payment instructions to avoid complications.
3. Buyer Fails to Pay the Exact Amount Shown in the P2P Order
Scenario: Some buyers transfer less than the fiat amount stated in the P2P order, creating discrepancies.
For example, if the order amount is USD127.00, the buyer may transfer only USD125.00 or USD120.00.
Seller’s Action Required:
1. Verify Payment Amount Before Releasing Cryptocurrency: Always confirm that the amount received matches the total fiat stated in the P2P order, including any applicable bank fees.
2. Communicate with the Buyer: Use the P2P chat feature to politely request the buyer transfer the remaining amount if the payment is incomplete.
3. Gather Evidence for an Appeal:
If the buyer refuses to transfer the correct amount, collect all necessary evidence, such as:
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Transaction records or a video showing your bank account details, payment information, and proof of underpayment.
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Screenshots of the P2P order and chat conversation with the buyer.
4. Submit an Appeal: File an appeal with Bitget by providing the collected evidence and clearly explaining the underpayment issue.
Bitget’s Handling:
1. Bitget P2P specialists will evaluate the submitted evidence to determine if the buyer has failed to pay the correct amount.
2. If the buyer is found at fault, they may be required to transfer the remaining amount or face trading restrictions for repeated violations.
4. Buyer Fails to Cover Additional Bank Fees
Scenario: The buyer transfers only the amount shown in the P2P order without accounting for bank fees, leaving the seller with less than the agreed amount. For example, in a P2P order requiring USD127.00, the buyer must transfer USD137.00 if the bank charges a USD10.00 fee, ensuring the seller receives the full payment. Unless both parties explicitly agree that the seller will cover the fees, buyers are responsible for all applicable charges. Failing to account for fees can result in disputes or delays.
Seller’s Action Required:
1. Verify the Payment Amount: Check your bank account or payment platform to confirm the actual amount credited matches the total payment shown in the P2P order.
2. Communicate with the Buyer:
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Use the P2P chat feature to notify the buyer of the shortfall and request the remaining amount.
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If the buyer claims there was an agreement that the seller would bear the fees: Ask the buyer to provide proof of this agreement in the P2P chat. If no valid proof is provided, reiterate that the buyer is responsible for covering the fees as per standard terms.
3. Gather Evidence for an Appeal:
If the buyer refuses to transfer the remaining amount:
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Record a video of your bank account or payment platform clearly showing: 1. The credited amount received; and 2. The shortfall compared to the amount required in the P2P order.
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Supplement the recording with screenshots of the P2P order details to highlight the payment amount required.
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Save chat records where the shortfall was addressed, ensuring they support your case during the appeal process.
4. Submit an Appeal:
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File an appeal with Bitget, providing all collected evidence to support your claim of underpayment or to show no prior agreement to bear the fees.
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Clearly explain the discrepancy and your request for the buyer to complete the payment.
Bitget’s Handling:
1. Bitget P2P specialists will evaluate the submitted evidence to confirm whether the buyer failed to account for bank fees.
2. If the buyer is found at fault and no agreement to shift responsibility exists, they may be required to transfer the remaining amount.
3. Repeated violations by buyers may result in trading restrictions or account penalties to ensure fair trading practices.
5. Seller Released Crypto Without Confirming Payment
Scenario: The seller releases crypto without verifying the payment.
Seller’s Action Required:
1. Verify the Payment Again: Double-check your bank account or payment method to confirm whether the payment has been credited.
2. Contact the Buyer: Use the P2P chat feature to reach out to the buyer for clarification. Politely request proof of payment if you believe the payment has not been made.
3. Gather Evidence: Collect any available proof, including:
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Transaction details from your bank or payment account.
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Screenshots of the P2P order and chat conversation.
4. Reach Out to Local Authorities: If funds have not been credited and fraudulent intent is suspected, consider contacting local law enforcement for further assistance.
Bitget’s Handling:
1. It can be frustrating and concerning losing funds in this way. While Bitget cannot reverse completed transactions, we are committed to providing guidance to prevent such situations and support sellers in taking the necessary next steps.
2. Our P2P specialists will review submitted evidence during the appeal process and take action against any fraudulent accounts.
3. Sellers bear full responsibility for verifying payments before releasing crypto. Repeated incidents may affect a seller’s ability to continue using P2P services.
Tips for Sellers:
1. Always verify payments directly in your bank or payment account before releasing crypto.
2. Avoid relying solely on screenshots or statements from buyers as proof of payment.
3. Be cautious of buyers who pressure you to release crypto before confirming payment.
Reminder for Buyers: Ensure prompt and accurate payments to avoid disputes. Misleading sellers can result in suspension of your P2P functionality.
6. Offensive Language
Scenario: Either party uses offensive language in the P2P chat or comments.
Seller's Action Required:
1. Document the Interaction:
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Take screenshots of the offensive language or inappropriate comments in the P2P chat.
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Include context to make the issue clear for review.
2. Avoid Escalation:
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Do not respond with offensive language or engage in arguments.
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Maintain professionalism in all communication.
3. Use the [Report] Feature: Click the report icon in the P2P chat to flag the behavior for Bitget’s review.
4. File an Appeal if Necessary: If the offensive behavior impacts the trade, submit an [Appeal] and attach evidence (e.g., screenshots, screen recordings).
Bitget’s Handling: Bitget P2P specialists will review the reported conversation and take appropriate actions, such as issuing warnings, temporary suspensions, or permanent account restrictions, depending on the severity of the case.
Tips to Avoid Disputes:
1. Always communicate respectfully and focus on resolving trade issues professionally.
2. Provide clear and concise responses to avoid misunderstandings.
7. Suspected Fraud
Scenario: Fraudulent behavior is detected during the transaction.
Seller's Action Required:
1. Do Not Release Crypto:
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If you suspect fraud, withhold cryptocurrency until the issue is resolved.
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Cancel the order if payment has not been made.
2. Gather Evidence:
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Collect evidence such as: 1. Screen recordings and screenshots of falsified payment proofs; and 2. Chat logs and order details.
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Save all relevant information about the transaction.
3. Report the User: Use the [Report] function in the P2P interface to alert Bitget about suspected fraud.
4. File an Appeal: Submit an [Appeal] with all evidence, including screenshots and a detailed explanation of the issue.
Bitget’s Handling:
Bitget will conduct a thorough investigation and take necessary actions, including:
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Suspending the fraudulent party’s P2P functionality.
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Freezing the fraudulent account's assets.
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Removing any active advertisements posted by the fraudulent account.
Tips to Prevent Fraud:
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Double-check all payment details before releasing crypto.
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Avoid proceeding with trades if you detect suspicious activity.
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Be cautious when dealing with unverified users or accounts with low completion rates.
Reminder for All Sellers: Fraudulent activity is strictly prohibited on Bitget, and immediate action will be taken against offenders. Always report suspicious activity promptly to protect yourself and other users.
FAQs
1. How long does it take to resolve a P2P appeal?
~90% of appeals at Bitget are resolved within 36 hours, depending on the complexity of the case and the evidence provided.
2. What types of evidence are valid?
Buyers:
Provide a video showcasing your payment platform or bank account clearly displaying:
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Your name and bank account number.
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The transaction date and amount associated with the P2P order.
The transaction receipt, including the seller’s bank account number or email ID related to the order.
Sellers:
Provide a video of your bank account or payment platform clearly displaying:
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Your name and bank account number.
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Proof of non-receipt of the payment for the P2P order.
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Relevant transaction details, showing the date, amount, and buyer’s payment information to confirm discrepancies.
Important Note: Screenshots alone are not accepted as valid evidence. Ensure all details in the video are clear and match the P2P order information for the dispute process.
4. What happens if the seller does not respond to my payment proof?
If you provide valid payment proof and the seller does not respond within the specified timeframe, Bitget will carefully investigate the situation. Once payment verification confirms that the seller has received the funds but failed to release the cryptocurrency, Bitget will take action to ensure a fair resolution (e.g. exercise discretion to release the funds to the buyer). In cases where payment verification is inconclusive, the appeal may require additional evidence or remain unresolved. This process ensures a fair and transparent resolution for all parties involved.
5. Why might an appeal be denied?
Appeals can be denied for reasons such as:
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Insufficient or invalid evidence.
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Falsified claims or tampering with proof of payment (example: screen recordings or images)
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Attempting to appeal after the trade timer has expired.
6. What should I do if my appeal is denied?
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Ensure your evidence is clear, complete, and directly supports your claim. If an appeal is denied, Bitget’s decision is final.
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What if I believe my appeal was wrongly denied?
If a user believes their appeal was wrongly denied after following the conventional appeal process, they may submit a second request via email to Bitget’s official support address: [email protected]. (Note: Once the order has been executed, there is no option to file a second appeal through the website or mobile app.)
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Important Reminder: Bitget’s team reviews all appeals thoroughly based on the evidence provided. Users are encouraged to ensure that their submission includes all relevant and valid proof to support their case, as decisions are final after the second appeal.
7. How can I avoid disputes during P2P trades?
To ensure smooth transactions and minimize disputes, follow these key best practices:
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Match Payment Details: Double-check and match all payment details exactly with the seller’s provided instructions.
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Avoid Third-Party Payments: Use only payment accounts registered under your own name. Third-party payments are not supported and may result in disputes.
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Communicate Clearly: Use the P2P chat feature to confirm details, ask questions, and ensure both parties are aligned before proceeding.
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Complete Transactions Within Time Limits: Ensure payments are made within the specified time to avoid automatic cancellations or disputes.
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Review the Counterparty’s Profile: Check the completion rate and reviews of your trading partner before proceeding with the transaction.
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Save Proof of Transactions: Always retain screenshots or payment confirmations as evidence in case of disputes.
8. What happens if I mistakenly send payment to the wrong account?
If you mistakenly send payment to the wrong account, promptly contact the seller to request a refund. Additionally, you can reach out to your bank to intercept or stop the payment if possible.
Disclaimer
The use of the Bitget P2P service is solely the user’s responsibility. Bitget serves as an intermediary platform and is not liable for disputes or asset losses between buyers and sellers unless required by law. Payments are final upon completion, and Bitget’s role is limited to dispute resolution where evidence is provided.
Violations of the Bitget’s Terms of Use, including fraudulent behavior, misuse of the platform, or failure to comply with trade agreements, may result in the suspension or permanent termination of your P2P trading privileges. Additionally, Bitget reserves the right to freeze accounts, remove advertisements, or take further legal action where necessary to protect the platform and its users.
For detailed information on Bitget’s policies and user responsibilities, please refer to Bitget's Terms of Use.
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