P2P FAQ

User FAQ

1.  What counts as a user-initiated order cancellation?

• User-initiated cancellations include:

• Orders automatically canceled due to timeout.

• You cancel the order before making any payment.

• You cancel the order after selecting "I've paid", but our customer service determines that the cancellation is no-fault on your part (for example, your identity verification does not meet the transaction requirements).

 

2.  Will I be penalized for canceling orders? What are the penalty rules?

• New users: If you have more than five user-initiated cancellations in one day, or more than three cancellations initiated after selecting "I've paid" in one day, you will be restricted from buying crypto.

• Existing users: If you have more than three user-initiated cancellations in one day, or more than one cancellation after selecting "I've paid" in one day, you will be restricted from buying crypto.

• Restriction: You will not be able to place orders on the buy page, including regular order checkout and Quick Buy services.

 

3.  How long does the restriction last?

• First restriction: 15 minutes

• Second restriction: 1 hour

• Third restriction: 4 hours

• Fourth and subsequent restrictions: 24 hours

 

4.  How is responsibility for a canceled order determined? Will it affect my completion rate?

• The buyer can select a reason when canceling an order.

• If the buyer selects a merchant-related reason, the merchant will be notified to confirm it. If the merchant disagrees, customer service will step in and determine the final responsibility.

• If the buyer is determined to be responsible, the case will be recorded as a malicious user-initiated cancellation and will affect the buyer's order completion rate.

 

5.  What actions may prevent my account from buying crypto?

• Frequently canceling orders in one day, or repeatedly canceling orders maliciously.

• If multiple cancellations involving different responsible parties occur on the same day or at the same time, the restriction will apply as long as any cancellation limit is exceeded. The longest applicable restriction period will be imposed.

 

6.  What is the order completion rate? How is it calculated?

• 30-day completion rate = number of completed orders ÷ total number of valid orders (no-fault cancellations are excluded from total valid orders)

• So if you are deemed responsible for a canceled order, it will affect your completion rate.

 

7.  How can I appeal if there is an issue?

• You can submit a dispute on the order page. Customer service will review the case and determine the final responsibility. 

 

Merchant FAQ

1.  What penalties may apply if a merchant receives complaints after posting an ad?

• Sell ads: If a user submits an appeal because the seller is offline or for similar reasons, and the case is determined to be the merchant's responsibility:

• All ads (buy and sell) will be removed, and you will not be able to post new ads.

• Within a one-week lookback period, the first restriction will disable your ads for six hours, and the second penalty will disable ads for twelve hours.

 

• Buy ads: If a merchant posts a buy ad, then they select "I've paid" without actually making the payment, and customer service determines that the merchant is responsible:

• The merchant will be prohibited from posting new ads, and existing ads will be removed.

• Within a one-month lookback period, the first penalty will disable ads for 24 hours, the second for 48 hours, the third for 7 days, and the fourth will result in a permanent ban.

 

• To regain ad posting access, the merchant must complete two valid orders, each with a value greater than 50 USDT.

 

2.  How is the merchant's order completion rate calculated? What does it affect?

• A merchant's completion rate is calculated separately for buy and sell orders:

If the case is determined to be the buyer's responsibility, it will affect the buyer's completion rate.

If the case is determined to be the seller's responsibility, it will affect the seller's completion rate.

If the cancellation is marked as the seller's responsibility, the seller will be notified to confirm the case:

• • If the seller agrees with the result, it will affect the seller's completion rate.
  • If the seller disagrees, customer service will determine the responsibility, and the completion rate of the at-fault party will be affected.

If both parties choose to cancel the order by mutual agreement, the seller must also agree. If the seller disagrees, the case will enter the responsibility review process. If the seller agrees, neither party's completion rate will be affected.

• Cancellations determined to be the merchant's responsibility will lower the completion rate for the corresponding ad direction, which may affect ad display and user trust.

 

3.  Can merchants appeal malicious order cancellations by users?

• Yes. If the buyer selects a merchant-related reason but the merchant disagrees, the merchant can submit an appeal and upload supporting evidence. Customer service will review the case. If the buyer is determined to be responsible, the merchant's completion rate will not be affected.

 

4.  How can a merchant regain permission after being penalized?

• After the penalty period ends, the merchant must complete two valid orders, each greater than 50 USDT, before ad posting access can be restored.

 

5.  What may happen if a merchant receives frequent complaints?

• For less severe cases, the merchant may be temporarily restricted from posting ads. In more serious cases, the merchant may lose merchant permissions for an extended period or permanently, and their merchant status may be revoked.

 

6.  What is the new merchant responsibility confirmation process?

• When a buyer cancels an order due to merchant-related reasons, the merchant will receive a pop-up notification and must confirm the case within 15 minutes. If the merchant does not respond in time, it will be deemed agreed by default. If the merchant disagrees, the case will enter arbitration, and the completion rate will be adjusted based on the customer service review result.