• 3 min read

How to Appeal and Cancel? What Are the Platform Appeal Rules?

1) What is an Appeal?

An appeal is a request you submit to the platform to intervene in a dispute encountered during a trade. Typical scenarios include:

  • Order was cancelled after you paid.
  • Paid amount is inconsistent with the order amount.
  • The counterparty did not operate as required (e.g., seller didn’t release crypto, buyer didn’t pay, etc.).
  • The counterparty shows malicious behavior (e.g., abusive language, intentional delay).

If you and the counterparty cannot reach agreement, you may file an appeal. Customer support will investigate and make a decision based on evidence.

2) Platform Appeal Rules

📌 Buyer Appeal Rules

(1) Order cancellation

  • If the order was cancelled due to timeout or misoperation after you paid, file an appeal immediately and explain the situation.
  • You can also negotiate with the merchant to place a new order; do not pay again—click “Paid” and the merchant can release the crypto.
  • ⚠ Important: Before the seller releases crypto, do not cancel the order manually. Otherwise, the escrowed crypto will return to the seller and your paid funds may not be recoverable.

(2) Paid amount ≠ order amount

  • If you paid more than the order amount and already clicked “Paid”, you may appeal; the platform will assist on refund matters.
  • If the seller refuses to refund, the buyer bears the risk of loss.

(3) Seller did not release crypto in time

  • If you have paid successfully and the seller does not release within 10 minutes, first contact the seller to release.
  • If the seller does not respond within 1 hour, you may appeal again and the platform will intervene.
  • If you used a non-instant payment method (e.g., bank transfer that takes up to 24h), making it hard for the seller to confirm, communicate about a refund; if no agreement, file an appeal.
  • ⚠ If you transferred funds to an account other than the seller’s designated account, you bear the risk.

(4) Seller attempts to demand a higher price

  • If the seller refuses to release at the order price and asks for more money, you may appeal.
  • ⚠ Unless the order price is 5%+ lower than market price, support will force release.

(5) Abusive language

  • If either party uses insults, threats, or other abusive language, you may appeal.
  • If a user is appealed 3+ times for verbal abuse, certain account functions will be restricted.

📌 Seller Appeal Rules

(1) Buyer clicked “Paid” but did not actually pay

  • If the buyer marks “Paid” but no funds arrive after 15 minutes, you may appeal.
  • If the buyer violates the rule pay first, then mark Paid, or funds haven’t arrived within 2 hours, you may appeal and request refund/no deal.
  • If the buyer claims success but you still don’t receive funds, appeal and the platform will assist.

(2) Buyer payment info ≠ order KYC info

  • If the buyer’s payment account does not match the order KYC name, you may appeal and refuse the deal to avoid account-freezing risks.
  • ⚠ If the seller accepts non-KYC payments and funds get frozen, the platform may freeze the seller account and revoke merchant certification.

(3) Seller released crypto prematurely

  • If the seller released crypto without confirming receipt, you may appeal or contact support—however, recovery is not guaranteed.

(4) Abusive language

  • If the buyer uses insults during the trade, the seller may appeal.
  • If a user is appealed 3+ times for verbal abuse, certain account functions will be restricted.

3) How to File an Appeal?

If communication fails, go to Order Management, find the order, click “Appeal”, and follow the prompts.

Steps:

  1. Open Order Management and locate the order.
  2. Click Appeal, choose a type, and describe the issue.
  3. Upload evidence (payment proof, chat logs, etc.).
  4. Submit. Support will investigate and respond within the order chat.

💡 Provide detailed descriptions and clear screenshots to speed up processing.

4) How to Cancel an Appeal?

If you reach agreement with the counterparty and no longer need intervention, you can cancel the appeal.

Steps:

  1. In Order Management, find the Appealing order.
  2. Open it and click “Cancel Appeal.”
  3. Confirm to terminate the process and restore order status.

💡 Ensure mutual agreement before canceling to avoid harming your rights.

5) Processing Time & Results

  • After submission, support usually intervenes within 24–48 hours and decides based on evidence.
  • Time may vary by case complexity.
  • Once decided, both parties must comply. Refusal may lead to trading limits or account freezing.

6) Important Reminders

  • Follow platform rules; avoid off-platform deals or non-KYC payments.
  • Actual receipt prevails—screenshots/SMS/receipts alone are not sufficient for release.
  • If anything unusual happens, appeal promptly; do not cancel orders or release assets casually.
  • If you detect fraud, report to support while appealing to enhance risk control.