When a P2P order is disputed, you must immediately prepare your evidence. Check the dispute details in your P2P order history on the Binance Official Website or the Official Binance App. For region-specific access, refer to the Binance App Download page. Below is a guide for complete beginners.
What is a P2P Appeal?
If there is a disagreement between the buyer and seller regarding an order's outcome, an "Appeal" can be triggered:
- One party clicks "Appeal."
- The order is frozen (the crypto remains in escrow).
- Binance customer support intervenes for arbitration.
- Both parties provide evidence.
- Support renders a final judgment.
Common Dispute Scenarios
Scenario 1: Buyer claims "I paid, but the seller won't release the crypto"
You are the seller in this case.
Response:
- Check your receiving account (bank, Alipay, etc.) immediately.
- Confirm whether the funds have actually arrived.
- If not received → Provide screenshots of your account history as proof.
- If received but you forgot to release → Release the crypto immediately.
Scenario 2: Seller claims "The buyer didn't pay"
You are the buyer in this case.
Response:
- Provide a clear screenshot of your transfer (this is crucial).
- The screenshot must show the transfer time, amount, and the recipient's account details.
- Use original records from your bank or payment app.
- Support will verify this against the seller's claims.
Evidence Preparation
| Evidence Type | How to Provide |
|---|---|
| Transfer Screenshot | Bank App / Payment App (PayPal, etc.) |
| Bank Statement | PDF or screenshot from your banking app |
| Order Screenshot | The P2P order detail page |
| Chat History | The built-in P2P chat record |
| Timestamp | Ensure screenshots include the system time |
The more complete your evidence is, the faster the resolution.
Uploading to Support
- Go to the appeal page → Click "Upload Evidence."
- Select your files (images or PDFs).
- Add a clear, brief explanation in text.
- Submit.
Binance supports images, PDFs, and sometimes video recordings.
Arbitration Timeline
| Scenario | Typical Duration |
|---|---|
| Simple, clear evidence | 30 minutes |
| Complex disagreement | 6-24 hours |
| Bank verification required | 1-3 days |
| Police involvement | Several weeks |
For most beginners, a result is reached within 1-2 hours.
Arbitration Outcomes
| Result | Meaning |
|---|---|
| Support rules in your favor | The order is processed according to your claim. |
| Support rules for the other party | You are forced to comply (release crypto or make payment). |
| Split decision | Partial support for both sides. |
| Escalated | Handled by a senior specialist for further investigation. |
If the Ruling is in Your Favor
- The USDT is released to you or returned to your wallet.
- The other party's account may be penalized.
- You complete the order as normal.
If You Lose the Arbitration
- You must release the crypto or complete the payment as directed.
- Refusing to comply → Your account will be frozen.
- Repeated non-compliance → Permanent ban.
As a beginner, follow the arbitration ruling; do not try to fight it once a final decision is made.
What NOT to Do
Don't 1: Resolve it outside the platform
Communication within the order chat is recorded and used as evidence. Never move the conversation to private messaging apps.
Don't 2: Threaten the other party
Threatening someone with legal action or insults will only hurt your case. Support reviews all chat logs, and aggressive behavior reflects poorly on you.
Don't 3: Delete evidence
Even if you feel your case is weak, never delete or forge evidence. Support can often see original metadata and system records.
Don't 4: File malicious appeals
Filing fake appeals to "get an edge" will lead to penalties, such as credit score deduction or account suspension.
How to Prevent Disputes
Tip 1: Use Matching Names
The name on your payment/receiving account MUST match the name on your Binance KYC identity.
Tip 2: Be Punctual
- Buyer: Pay immediately and mark the order as "Paid."
- Seller: Confirm receipt and release crypto as soon as you see the funds.
Tip 3: Keep Records
For every P2P trade, keep:
- The order screenshot.
- The transfer screenshot.
- A copy of the chat.
A Special "Malicious" Phishing Tactic
Scammers often target beginners:
- They pretend to be a buyer and send a photoshopped payment screenshot.
- You assume the money is sent and release the crypto.
- You later realize no money ever arrived.
- Your crypto is gone.
Defense:
- Always verify the actual balance in your receiving account.
- Screenshots are not proof; a change in your available balance is.
- After seeing the funds, wait 2-5 minutes to ensure it wasn't a reversible transfer before releasing.
Partial Payment Disputes
| Situation | Handling |
|---|---|
| You receive $99 instead of $100 | Request the $1 difference or release a partial amount. |
| You send $100 but seller claims "$99" | Provide your official transfer receipt. |
| Bank fee deduction of $0.50 | Negotiate with the other party via chat. |
Beginners should always transfer the exact integer amount to minimize these issues.
"Under Dispute" Workflow
| Step | Timeframe |
|---|---|
| 1. Read the appeal reason | 1 minute |
| 2. Prepare your evidence | 10 minutes |
| 3. Upload to the appeal page | 5 minutes |
| 4. Wait for arbitration | 1-24 hours |
| 5. Comply with the ruling | Immediately |
Repeated Disputes
If your account is frequently involved in disputes:
- Your internal credit score will drop.
- Your P2P trading limits will be reduced.
- You may be banned from P2P trading entirely.
- In extreme cases, your entire account may be frozen.
Trading carefully prevents these recurring issues.
FAQ
Q: Where is the money during a dispute?
A: The USDT is frozen in Binance's escrow service. The fiat (USD/CNY/etc.) remains in whichever bank account it was sent to.
Q: Does an appeal affect my account status?
A: Winning an appeal has no negative impact. Losing or filing malicious appeals will reduce your credit score.
Q: Can I cancel an appeal?
A: Yes, if both parties reach a mutual agreement, the party who initiated the appeal can withdraw it.
Q: What if the seller doesn't respond to my appeal?
A: Customer support will automatically rule based on the available evidence, usually in favor of the party who provided proof.
Further Reading
- What is P2P: The basic process
- Can I trust P2P merchants? How to choose
- Bank card frozen after P2P: A different kind of issue