Bitget P2P Appeal Handling Rules

[Estimated Reading Time: 10 minutes]

This article explains the appeal handling rules offers by Bitget to the Buyer and the Seller in relation to a conflict during a trade on Bitget P2P Platform (“Rules”).

These Rules are supplemental to and shall be read together with the P2P User Agreement | Bitget Support Center, the Bitget Terms of Use (“Terms of Use”) and the Risk Disclosure. All terms and clauses contained in the P2P Terms and Terms of Use (except to the extent expressly modified herein) are incorporated by reference and have the same force and effect as if set out in their entirety in these Rules.

In the event of any conflict or inconsistency between these Rule, the P2P Terms, the Terms of Use and the Risk Disclosure, the P2P Terms shall prevail with respect to the services contemplated hereunder, unless expressly stated otherwise. We may make changes to these Rules (or any terms or information incorporated by reference) at any time in accordance with the P2P Terms and the Terms of Use.

Unless otherwise defined, capitalised words used in these Rules shall have the same meaning given to them in the P2P Terms and the Terms of Use. The rules of interpretation set out in the Terms of Use shall apply to these Terms.

What is a P2P Appeal?

A P2P appeal is a request for dispute resolution raised by a Buyer or Seller during trading on Bitget P2P Platform. In case of a conflict during a trade on Bitget P2P Platform that the parties cannot solve by directly contacting each other, Bitget offers both parties the opportunity to file an appeal. You understand and agree that the appeal mechanism offered by Bitget is not a representation, undertaking, or guarantee from Bitget in any way whatsoever to resolve the disputes between the parties and has the sole purpose of offering a mediation channel to the users. Bitget reserves the right to suspend or terminate access to the P2P Service for users who are uncooperative during the appeal process. You may lose access to all or part of P2P Service in case an Advertisement that you have posted has multiple ongoing appeals.

Buyer's Appeals

1. An Order Was Cancelled (System or Manual Cancellation)

Scenario: The Buyer completed the fiat payment, but the Order was either cancelled due to the time limit expiring (system cancellation) or was cancelled manually.

Buyer's Action Required:

1. If the fiat 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 Bitget P2P Platform. 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 Advertisement being unavailable), Buyer should gather valid evidence of the payment and report the issue to Bitget customer service agent 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 customer service agent will contact the Seller to refund the payment on a best-effort basis. If the Seller refuses, Bitget is not liable for any loss resulting from the transaction.

2. Bitget reserves the right to suspend users who are uncooperative during the process.

2. Payment Amount and Order Amount Do Not Match

Scenario: The Buyer paid more fiat 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 customer service agent will contact the Seller to arrange a refund of the overpaid fiat. If the Seller refuses to refund, the Buyer bears sole responsibility for the overpaid amount.

2. Bitget reserves the right to suspend users who are uncooperative during the process.

3. Seller Has Not Released the Cryptos on Time

Scenario: The Buyer completed a real-time fiat payment, but the Seller failed to release the crypto 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 crypto 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 customer service agent will contact the Seller to release the crypto.

2. If the Seller does not respond within a given timeframe, Bitget customer service agent may release the crypto manually after verifying payment.

3. For non-instant payment methods, Bitget customer service agent 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 of fiat, but the Seller is unwilling to release the crypto and is attempting to sell the crypto at 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 Platform to maintain proper documentation.

Bitget's Handling: Bitget customer service agent will release the crypto manually unless the price of the crypto is abnormally low (e.g., more than 10% below the market price).

5. 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).

Buyer's Action Required: Buyers may refuse such transactions. Either party may cancel the Order as long as no fiat payment has been made.

Bitget's Handling:

Bitget may take the following actions to ensure a safe trading environment:

1. Suspend the fraudulent Seller’s access to P2P Service or trading on Bitget P2P Platform permanently.

2. Lock the fraudulent Seller’s assets and remove any of his 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 transferring the fiat to the Buyer.

Seller’s Action Required:

If a Buyer clicks [Paid] without making the payment, the Seller should:

1. Verify your account: Check your bank account or payment platform to confirm whether the fiat was received.

2. Contact the buyer: Use the P2P in-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:

• Video clearly showing your payment platform or bank account without any credit for the stated amount.

• Screenshots or logs of your conversation with the Buyer in the P2P in-chat.

• A copy of the Order showing the status of [Paid] without accompanying payment records.

5. Avoid releasing crypto prematurely: Do not release the crypto until the payment has been received in your account.

Bitget's Handling: Bitget customer service agent will cancel the Order if the Buyer fails to provide proof of payment of fiat. If Orders are cancelled for the same reason three or more times, certain functions of the Buyer's account may be suspended.

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 one specified in the payment information, or the Buyer’s payment account name does not match it’s verified name on Bitget P2P Platform.

Seller’s Action Required:

1. Verify the payment: Check the payment details to confirm whether the fiat were transferred to the correct account.

2. Communicate with the Buyer: Use the P2P in-chat to contact the Buyer and resolve the 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 P2P Platform and provide all evidence, including payment records and chat logs and wait for Bitget customer service agent to review the case.

Bitget’s Handling:

1. If the Buyer’s payment details do not match the terms with the Seller, Bitget customer service agent will investigate the situation.

2. If the name on the Buyer’s payment account doesn’t match the verified name on Bitget P2P Platform, the Buyer’s P2P function will be suspended due to a violation of the Bitget P2P transaction rules. In this case, the crypto will not be released, and the Seller will be asked to refund the full amount of the fiat to the Buyer. The Order will be cancelled after the Seller submits proof of the refund, and the Buyer confirms that the refund has been received. Any fees incurred should be covered by the Buyer.

3. Bitget is not liable for any losses resulting from incorrect payment information or any fiat payment made by the Buyer not following the terms agreed with the Seller, and a refund of the fiat is not guaranteed. If the Buyer repeatedly makes payments to accounts other than the one specified by the Seller, Bitget customer service agent has the right to suspend the Buyer’s account.

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 fiat 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 Order

Scenario: Buyer transferred less than the fiat amount stated in the Order, creating discrepancies.

Seller’s Action Required:

1. Verify Payment Amount Before Releasing Crypto: Always confirm that the amount received matches the total fiat stated in the Order, including any applicable bank fees.

2. Communicate with the Buyer: Use the P2P in-chat feature to request the Buyer to transfer the remaining amount if the payment is incomplete.

3. Gather Evidence for an Appeal: If the Buyer refuses to transfer the correct fiat amount, collect all necessary evidence, such as, the transaction records or video showing your bank account details, payment information, proof of underpayment and/or screenshots of the 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 customer service agent will evaluate the submitted evidence to determine if the Buyer has failed to pay the correct fiat amount.

2. If the Buyer has paid fiat, but the amount is less than the Order amount, the Buyer will be asked to pay the remaining amount within a given timeframe. Any additional fees 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 fiat received. Bitget reserves the right to suspend users who are uncooperative during this process. Bitget is not liable for any losses resulting from the transaction.

3. If the Buyer’s fiat payment is less than the order amount but the Seller has already released the crypto, Bitget customer service agent will contact the Buyer to pay the remaining fiat. If the Buyer refuses to make the payment, the Seller is responsible for the loss. Bitget is not liable for the loss and reserves the right to suspend uncooperative users.

4. Buyer Fails to Cover Additional Banking Fees

Scenario: The Buyer transfers only the fiat amount shown in the Order without accounting for banking fees, leaving the Seller with less than the agreed amount. Unless both parties explicitly agree that the Seller will cover such fees, Buyers are responsible for all applicable charges relating to the fiat transfer.

Seller’s Action Required:

1. Verify the Payment Amount: Check your bank account or payment platform to confirm the actual fiat amount credited matches the total payment shown in the Order.

2. Communicate with the Buyer:

• Use the P2P in-chat to notify the Buyer of the shortfall and request the remaining amount.

• If the Buyer claims there was an agreement that the Seller would bear the fees: Ask the Buyer to provide proof of evidence. If no valid proof is provided, reiterate that the Buyer is responsible for covering such fees as per standard terms.

3. Gather Evidence for an Appeal:

If the Buyer refuses to transfer the shortfall representing the banking fees:

• Record a video of your bank account or payment platform clearly showing: (i) the fiat amount received; and (b) the shortfall compared to the amount required in the Order.

• Supplement the recording with screenshots of the Order details to highlight the payment amount required.

• Save chat records where the shortfall was addressed, ensuring they support your case during the appeal process.

4. Submit an Appeal:

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 and explain the discrepancy and your request for the Buyer to complete the payment.

Bitget’s Handling:

1. Bitget customer service agent will evaluate the submitted evidence to confirm whether the Buyer failed to account for the banking fees.

2. If the Buyer is found at fault, Bitget customer service agent may require the Buyer to transfer the shortfall. If the Buyer is repeatedly in default, Bitget customer service agent has the right to suspend the Buyer’s account and/or impose trading restrictions/account penalties on the Buyer’s account to ensure fair trading practices.

5. Seller Released Crypto Without Confirming Payment

Scenario: The Seller didn’t confirm the fiat payment in their account but released the crypto.

Seller’s Action Required:

1. Verify the Payment Again: Double-check your bank account or payment method to confirm whether the payment has been made.

2. Contact the Buyer: Use the P2P in-chat feature to reach out to the Buyer for clarification and request proof of payment.

3. Gather Evidence: Collect any available supporting documents, including but not limted to:

• Transaction details from your bank or payment account.

• Screenshots of the Order and in-chat conversation.

4. Reach Out to Local Authorities: The Seller should contract the Bitget customer service agent to report the issue. If the Buyer is unresponsive or refuses to cooperate, the Seller may choose to report the case to law enforcement authorities.

Bitget’s Handling:

1. Bitget customer service agent will review the submitted evidence during the appeal process and take action against any fraudulent accounts.

2. The Seller shall take full responsibility for confirming that the fiat payment is made before releasing any crypto. Bitget is not liable for any loss resulting from this transaction and cannot guarantee the retrieval of the crypto.

Tips for Sellers:

1. Always verify fiat 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 fiat payment.

Reminder for Buyers: Ensure prompt and accurate payments to avoid disputes. Misleading Sellers can result in suspension of your access to P2P Service.

Either Party’s Complaint

1. Offensive Language

Scenario: Either party uses offensive language on Bitget P2P Platform, including in-chat tools, customer support live chat, or the order comment section.

User's Action Required:

1. Either user should avoid escalating the situation and refrain from responding with offensive language.

2. If offensive language is used, the user should report the incident through an appeal, including chat screenshots as evidence.

3. Maintaining respectful communication ensures smoother resolution.

Bitget's Handling: Bitget customer service agent will analyze the case and take appropriate action against the offending party, which may include issuing warnings or restricting access to P2P Service. If a user has been reported for offensive language two or more time, certain functions of their account may be suspended.

Important note: Bitget reserves the right to terminate services for users who are uncooperative during the process.

2. Suspected Fraud

Scenario: Fraudulent behaviour is detected during the transaction.

Buyer's Action Required:

To minimize the chances of being scammed, Buyers should take the following precautions:

1. Stop the transaction immediately: Do not proceed with any payment of fiat to the Seller if you suspect fraud.

2. Cancel the Order if no payment has been made: This helps avoid further interactions with the fraudulent party.

3. Note key details: Record the Seller’s username, listing details, and any suspicious communication for future reference.

4. Report the user: Use the appeal function or contact Bitget customer service agent 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.

5. Avoid external communications: Only use the Platform for interactions to ensure there’s a proper record of the conversation.

6. Stay cautious with offers that seem too good to be true: Scammers often use extremely low prices or other enticing tactics to deceive users.

User's Action Required:

1. Do Not Release Crypto:

• If you suspect fraud, keep the crypto until the issue is resolved.

• Cancel the Order if fiat payment has not been made.

2. Gather Evidence:

• Collect evidence such as, (i) screen recordings and screenshots of falsified payment proofs; (ii) chat logs and order details.

• 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 customer service agent will conduct a thorough investigation and take necessary actions, including but not limited to, (i) suspending the fraudulent party’s access to P2P Service; (ii) freezing the fraudulent account's assets; or (iii) removing any active advertisements posted by the fraudulent account.

Important note: Bitget reserves the right to terminate services for users who are uncooperative during the process.

Tips to Prevent Fraud:

• Double-check all payment details before releasing crypto.

• Avoid proceeding with trades if you detect suspicious activity.

• Be cautious when dealing with unverified users or accounts with low completion rates.

Reminder for All Users: 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.

3. Sensitive Remarks in Payment Comments

Scenario: The Buyer included sensitive words or expression, crypto-related terms or other sensitive information in the payment remarks when making a fiat transfer.

Buyer's Action Required:

1. The Buyer and Seller should communicate to resolve the issue and arrange the Seller to refund the fiat payment to the Buyer.

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.

Bitget's Handling:

1. Bitget customer service agent will mediate if necessary to try to achieve a fair resolution.

2. Depending on the situation, Bitget customer service agent may cancel the Order if the Seller provides proof of a frozen account caused by sensitive remarks.

3. Any fees incurred during the refund process will be covered by the Buyer.

Important note: Bitget reserves the right to terminate services for users who are uncooperative during the process.

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.

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:

• Your name and bank account number.

• The transaction date and amount associated with the 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:

• Your name and bank account number.

• Proof of non-receipt of the payment for the Order.

• 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 Order information for the dispute process.

3. 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.

4. Why might an appeal be denied?

Appeals can be denied for reasons such as:

• Insufficient or invalid evidence.

• Falsified claims or tampering with proof of payment (example: screen recordings or images)

• Attempting to appeal after the trade timer has expired.

5. What should I do if my appeal is denied?

• Ensure your evidence is clear, complete, and directly supports your claim. If an appeal is denied, Bitget’s decision is final.

• 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: support@bitget.com. (Note: Once the Order has been executed, there is no option to file a second appeal through the website or mobile app.)

• Important Reminder: Bitget customer service agent 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.

6. How can I avoid disputes during P2P trades?

To ensure smooth transactions and minimize disputes, follow these key best practices:

• Match Payment Details: Double-check and match all payment details exactly with the Seller’s provided instructions.

• Avoid Third-Party Payments: Use only payment accounts registered under your own name. Third-party payments are not supported and may result in disputes.

• Communicate Clearly: Use the P2P in-chat to confirm details, ask questions, and ensure both parties are aligned before proceeding.

• Complete Transactions Within Time Limits: Ensure payments are made within the specified time to avoid automatic cancellations or disputes.

• Review the Counterparty’s Profile: Check the completion rate and reviews of your trading partner before proceeding with the transaction.

• Save Proof of Transactions: Always retain screenshots or payment confirmations as evidence in case of disputes.

7. 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 P2P Service is solely the user’s responsibility. Bitget serves as an intermediary platform and is not directly involved in any P2P trade. Bitget is not liable for any disputes or asset losses between buyers and sellers. Bitget has the right but is not obliged to resolve conflicts between users. Bitget’s role in the appeal process is limited to offering a mediation channel for buyers and sellers. Any transfer of fiat or crypto is final. Bitget does not guarantee refund of any kind even if an appeal is filed.

Violations of the Terms of Use, including but not limited to fraudulent behavior, misuse of the platform, or failure to comply with P2P Terms, may result in the suspension or permanent termination of your access to the P2P Service and your Account at our discretion. 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 the Terms of Use.