When using C2C (Customer-to-Customer) platforms for buying or selling cryptocurrencies, you may encounter order disputes or unresolved issues. In such cases, you can file an appeal directly from the order details page. Platform support will intervene, review provided evidence, and make a fair judgment based on trading rules. Whether you initiate an appeal or your order is appealed against, you can communicate with customer support, submit additional proof, or request updates.
1. Initiating an Appeal for a Disputed Order
As the appealing party:
- Navigate to 【C2C Buy】 > 【Orders】 and locate the disputed transaction under 【Completed Orders】.
- Click the order to access its details, then select 【Need Help?】
Choose between:
- 【Contact the Seller】 to resolve the issue directly.
- 【Select Issue Type】 to explore solutions.
- If unresolved, click 【File Appeal】, describe the problem, upload evidence (videos/images), and submit.
Key Tip: Provide clear, timestamped proof like transaction IDs or chat logs for faster resolution.
2. Responding to an Appeal Against Your Order
As the respondent:
- Open the completed/canceled order in your C2C history.
- Click 【Appeal Details】 to view the case and upload counter-evidence.
3. Tracking Appeal Progress
- Check real-time updates under 【Appeal Details】 in your order list.
- Cancel the appeal if resolved or request updates/add proof if pending.
👉 Need urgent assistance? Escalate your appeal here
4. Enabling Camera/Storage Permissions for Evidence Submission
If unable to upload payment receipts:
- Go to your phone’s App Permissions.
- Enable 【Storage】 and 【Camera】 access for the trading app.
FAQ
Q1: How long does an appeal take to resolve?
A: Typically 24–48 hours. Complex cases may require longer.
Q2: Can I modify my appeal after submission?
A: Yes, use 【Add Proof/Reply】 to supplement evidence.
Q3: What if the seller doesn’t respond?
A:客服 will proceed based on available evidence after a 12-hour window.
👉 Learn more about dispute resolution policies