During P2P transactions, some users might overlook their order placement or not recognize scams, leading to order discrepancies. Before starting an appeal, users are encouraged to utilize the Order Chat Box to communicate with their counterparty. If the issue persists, please submit an appeal to receive help from our P2P Specialist and Risk team by following the guide below.

Disclaimers

In accordance with BitMart Terms and Conditions, every user is required to acknowledge the following:

• No 100% Guarantee: There is no assurance that the appeal service can recover potential asset losses. The best way to safeguard assets is by following trading instructions precisely and promptly. BitMart will not be responsible for any losses in assets resulting from a user's failure to adhere to instructions or not provide the proofs on BitMart within the specified timeframe.

• No trading via private channels: BitMart will not be responsible for any losses in assets resulting from any trades made privately outside of BitMart’s P2P Trading platform. All P2P transactions should be conducted through BitMart’s P2P Trading platform, and neither BitMart nor merchants will conduct transactions with users privately.

• Consequences of Malicious Appeals: Malicious appeals can disrupt normal platform operations and result in account suspension.

• Accurate Information: Providing wrong information or false claims may lead to appeal rejection or penalties, including account suspension, function restrictions, or warnings.

The appeal process is as follows:

Stage 1: Submit a P2P Appeal

Step 1: To submit an appeal, please go to the P2P Orders page and select the respective order.

Step 2: Click the [need help？] button, then select the reason for the appeal based on your situation, then describe your reasons and upload your credentials and relevant videos.As well as tracking down and updating your relevant credentials

Stage 2: Mutual Communication

We encourage users to resolve the issue by communicating with the counterparty in non-scam scenarios. By clicking on Contact Seller/Contact Buyer, you can start communicating with the counterparty through the Order Chat Box on the P2P Orders Page.

If both parties have come to an agreement: 

• The appellant can cancel the appeal by clicking on Cancel Dispute 

Stage 3: Platform Intervention

At this stage, our P2P Specialist will assist with your case.

and pay attention to emails & dispute details   related notifications and wait patiently for the appeal result.

For respondents, if you disagree with the appeal reason, you are required to provide the relevant information and documents as proof,