Bitget P2P Appeal Handling Rules

Both parties (buyer or seller) may submit their appeals under several scenarios/case studies.

Buyer's Appeal

1. An order was canceled.

When the buyer had completed the payment but the order’s time limit was exceeded and was automatically canceled by the system; or if the order was canceled by mistake after the buyer completed the payment, Bitget P2P specialist will contact the seller for a refund on a best effort basis.

If the seller refuses to refund, Bitget is not liable for any losses from this transaction. On the other hand, Bitget reserves the right to suspend the P2P function from user who is uncooperative during the process.

2. Payment amount and order amount do not match.
When the actual amount paid by the buyer is greater than the order amount, and the buyer proceeds to click [Paid], Bitget P2P specialist will contact the seller for a refund.

If the seller refuses to refund, the buyer is solely responsible for the loss of funds. Bitget reserves the right to suspend the P2P function from user who is uncooperative during the process.

3. The seller has not released the cryptos in time.
If the buyer successfully completed the payment by using the real-time payment method and the seller did not release the cryptos in time, Bitget P2P specialist will contact the seller to release the cryptos. If the seller doesn't respond within a given timeframe, the Bitget P2P specialist will release the crypto manually.

If the buyer used the non-instant payment method to make the payment and the seller still has not receive the payment in time, Bitget P2P specialist will contact the seller and ask them to release the cryptos within a period of time (Bitget P2P specialist will advise the waiting period accordingly, depending on what type of payment methods).

If the payment hasn’t arrived within the prescribed time limit, the seller needs to contact Bitget P2P specialist to report the issue.

If the seller hasn't contacted us, it will be considered as the payment was received. Bitget P2P specialist will release the cryptos manually.

4. The seller is unwilling to release the cryptos.
The buyer has paid the correct amount from their account (the account holder’s name matched with the verified name on their Bitget account), but the seller is unwilling to release the cryptos and is trying to settle the deal at a higher price. The order will be released manually by the Bitget P2P specialist, except for cases where the price is abnormally low (-10% market price), which will be escalated to Bitget P2P specialist.

5. The buyer left a remark for the transfer, and the seller hasn't released the cryptos.
If the buyer included sensitive information in the payment remarks when making a transfer (despite the seller has already stated in their terms not to mention such words), Bitget P2P specialist will contact the seller to either release the cryptos or issue a refund. Any fee incurred during the refund should be covered by the buyer.

6. Other requirements in notes.

If the seller puts forward requirements other than notes (such as adding other social media accounts before the transaction, additional Identity Verification, etc.), the buyer can refuse to continue the transaction. Any of the counterparty (buyer or seller) or P2P specialist team can cancel the order as long as no payment was made during the process.

7. Use of offensive languages.
Given a scenario where any of the two parties used offensive languages in the P2P chat box or comment section, Bitget P2P specialist team will analysis the scene before taking any action against the uncooperative counterparty.

8. Suspected fraud.

If there is any fraudulent behavior during the transaction, Bitget P2P specialist has the rights to permanently suspend the fraudulent party's P2P transaction function after verification, removing all advertisements (such as those posted by the fraudulent account), and lock the fraudulent party's assets (if any).

Seller’s Appeal

1. The buyer didn’t pay but clicked [Paid].
When the buyer did not pay or didn't provide any proof of payment/recorded video or cannot be reached within a given time frame, the Bitget P2P specialist will cancel the order. If orders were cancelled for the same reason three or more times, some P2P features from the user's account will be disabled.

If the buyer made the payment but the seller did not receive it, Bitget P2P specialist will contact the seller and ask them to release the cryptos within a period of time (Bitget P2P specialist will advise the waiting period accordingly, depending on what type of payment methods).

If the payment hasn’t arrived within the prescribed time limit, the seller needs to contact Bitget P2P specialist to report the issue.

If the seller hasn't contacted us, it will be considered as the payment was received. Bitget P2P specialist will release the cryptos manually.

2. The verified information or the paid amount does not match.
If the buyer transferred money to the seller's other payment accounts or another person's payment account instead of the one provided in the payment information, Bitget is not liable for any loss resulting from the transaction and a refund is not guaranteed.

If the buyer repeatedly makes payments to accounts other than the one specified by the seller, Bitget P2P specialist has the right to suspend the buyer's account.

If the name of the buyer's payment account doesn't match the verified name, the buyer's P2P function will be suspended due to a violation of the Bitget p2p trading Rules. In this case, the cryptos will not be released and the seller will be asked to refund the full amount to the buyer. The order will be cancelled after the seller submit a proof of refund and the buyer confirms the refund has been received. Any fee incurred should be covered by the buyer.

If the buyer made payment but the amount is lesser than the order amount, the buyer will be asked to pay the remaining amount within a given timeframe. Any fee incurred should be covered by the buyer. If the buyer fails to respond in time or refuses to pay the remaining amount, the seller will be asked to refund the money they received. Bitget reserves the right to suspend the P2P function from user who is uncooperative during the process. Additionally, Bitget is not liable for any loss resulting from the transaction.

If the actual amount paid by the buyer is less than the order amount but the seller has released the cryptos before receiving the full payment, Bitget P2P specialist will contact the buyer to make payment for the remaining amount. If the buyer refuses to make the payment, the seller is responsible for the loss of funds. Bitget is not liable for any loss resulting from the transaction. Also, Bitget reserves the right to suspend the P2P function from user who is uncooperative during the process.

3. The seller didn't confirm the payment in their account and released the cryptos.
The seller should contact the Bitget customer service report the issue. If the buyer is not responsive or refuses to cooperate, the seller may report the case to law enforcement.

The seller shall take full responsibility for releasing the crypto without confirming payment in the account. Bitget is not liable for any loss resulting from the transaction and any refund is not guarantee.

4. Use of offensive languages.
Given a scenario where any of the two parties used offensive languages in the P2P chat box or comment section, Bitget P2P specialist team will analysis the scene before taking any action against the uncooperative counterparty.

5. Suspected fraud.

If there is any fraudulent behavior during the transaction, Bitget P2P specialist has the rights to permanently suspend the fraudulent party's P2P transaction function after verification, removing all advertisements (such as those posted by the fraudulent account), and lock the fraudulent party's assets (if any).