Buyer's Appeal
1. Order canceled:
If the order’s time limit was exceeded and was automatically canceled by the system, but the buyer had completed the payment, or if the order was canceled by mistake after the buyer completed the payment, BitMart customer service agents will contact the seller for a refund on a best effort basis. If the seller refuses to refund, BitMart is not liable for any loss resulting from the transaction. BitMart reserves the right to suspend users that are uncooperative during the process.
2. Payment amount and order amount mismatch:
If the actual amount paid by the buyer is greater than the order amount, and the buyer clicks [Mark as paid] or [Transferred Next], BitMart customer service agents will contact the seller to arrange a partial refund of the excess amount on the best effort basis. When a dispute is raised, the BitMart customer service team will carefully review the evidence and information provided by the complainant. The counterparty involved in the trade will be informed that a dispute has been initiated against them and will be asked to provide BitMart with relevant information. We will aim to reach a resolution based on the available information, taking into account the platform's policies and guidelines, as well as the specific circumstances of the case. In the event a seller is unable or chooses not to provide a refund, BitMart is not liable for any loss resulting from the transaction. BitMart reserves the right to suspend users that are uncooperative during the process.
3. The seller has not released the crypto in time:
After the buyer successfully completed the payment by using the real-time payment method, but the seller did not release the crypto within a reasonable time period, BitMart customer service agents will contact the seller to release the crypto. If the seller doesn't respond within a given timeframe, the BitMart customer service agent will release the crypto manually.
If the buyer used the non-instant payment method to make the payment and the seller cannot receive the payment in time, BitMart customer service agents will contact the seller and ask them to release the crypto within 2 to 5 working days. If the payment hasn’t arrived within the prescribed time limit, the seller needs to contact BitMart customer service to report the issue. If the seller hasn't contacted us, it will be considered as the payment was received. BitMart customer service agents will release the crypto manually.
4. The seller is unwilling to release the crypto:
The buyer has paid the correct amount from their account (the holder’s name matched with the verified name on their BitMart account), but the seller is unwilling to release the crypto and is trying to settle the deal at a higher price.
Except for cases where the price is abnormally low (-10% market price), the order will be released manually by the BitMart customer service agent.
Note: For orders with an amount higher than 1,000 USDT, we will apply a (5% range), if the difference is higher than that, the order shall be canceled.
5. The buyer left a remark for the transfer, and the seller hasn't released the crypto:
If the buyer included sensitive words or expressions, such as digital currency, crypto, C2C/P2P, BitMart, BTC, etc. or other sensitive information in the payment remarks when making a transfer (despite the seller has already stated in their terms not to mention such words), BitMart customer service agents will contact the seller to either release the crypto or issue a refund. Any fee incurred during the refund should be covered by the buyer.
6. Use of offensive languages:
The two parties used offensive languages on the P2P platform. This includes, but not limited to, the chatting tools with users and the customer support live chat, as well as the order comment section. If the user was appealed two or more times, part of the user's account functions will be suspended.
Seller’s Appeal
1. The buyer didn’t pay but clicked “Mark as paid” or ”Transferred, Next”:
If the buyer did not pay or didn't provide any proof of payment or cannot be reached within a given time frame, the BitMart customer service agent will cancel the order. If orders were canceled for the same reason three or more times, part of the user's account functions will be suspended.
If the buyer paid, but the seller did not receive the payment, BitMart customer service agents will contact the seller to release the crypto. If the crypto hasn't been released within the specified timeframe, BitMart customer service agents will release the crypto manually. If the crypto cannot be released normally, the seller needs to contact customer service to report the issue. If the seller doesn’t contact the CS team, it will be considered as payment was received.
2. The verified information or the amount paid 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, BitMart 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, customer service has the right to suspend the buyer's account.
If the name of the buyer's payment account doesn't match the verified name on BitMart P2P, the buyer's P2P function will be suspended for 10 dyas due to a violation of the BitMart P2P transaction rules. In this case, the crypto will not be released and the seller will be asked to refund the full amount to the buyer. The order will be canceled 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 has paid, but the amount is less 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. BitMart reserves the right to suspend users that are uncooperative during the process. BitMart 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 crypto before receiving the full payment, BitMart customer service agents 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. BitMart is not liable for any loss resulting from the transaction and reserves the right to suspend users that are uncooperative during the process.
3. The seller didn't confirm the payment in their account and released the crypto:
The seller should contact the customer service team to report the issue. If the buyer is not responsive or refuses to cooperate, the seller may report the case to law enforcement.
The seller bears full responsibility in regards to the release of crypto without verifying full payment, which is crucial in maintaining the integrity of the transaction. BitMart is not liable for any loss resulting from the transaction and cannot guarantee that the funds will be retrieved.
4. Use of offensive languages:
The two parties used offensive language on the P2P platform. This includes, but not limited to, the chatting tools with users and the customer support live chat, as well as the order comment section. If the user was appealed two or more times, the user's account may be partially or entirely suspended from trading.
*BitMart reserves the right to terminate BitMart services to users that are uncooperative during the process.
