*Please note that this rule applies to non-CNY trades only
Buyer's Appeal
- Order canceled:
If the order’s time limit exceeded and was automatically canceled by the system, but the buyer still completed the payment offline, or after the buyer completed the payment, the order was canceled by mistake, Pexpay customer service agents will contact the seller for a refund on a best effort basis. If the seller refuses to refund, Pexpay is not liable for any loss resulting from the transaction. Pexpay reserves the right to suspend users that are uncooperative during the process.
- Payment amount and order amount does not match:
If the actual amount paid by the buyer is greater than the order amount, and the buyer clicked on the "Mark as paid & Transferred Next" button, Pexpay customer service agents will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds. Pexpay reserves the right to suspend users that are uncooperative during the process.
- The seller has not released the crypto in time:
If after the buyer successfully completed the payment by using the real-time payment method, the seller did not release the crypto in more than 15 minutes, Pexpay customer service agents will contact the seller to release the crypto. If the seller doesn't respond within a given timeframe, the Pexpay customer service agent will forcibly release the crypto.
If the buyer used the non-instant payment method to make the payment, so the seller cannot receive the payment in time, Pexpay customer service agents will contact the seller and ask to release the crypto within 2 working days. If the payment wasn't received within the prescribed time limit, the seller needs to contact customer service in time to communicate. If the seller hasn't contacted us, it will be considered as the payment was received. Pexpay customer service agents will forcibly release the crypto.
- The buyer has paid a correct amount from his/her own payment account (the holder’s name matched with the KYC verified name), however, 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 (-5% market price), the order will be released manually by the customer service agent.
- The buyer left the special note when transferring the money, and the seller hasn't released the crypto:
If the buyer has mentioned words like "Digital currency, C2C/P2P, Pexpay, BTC, etc" or other related sensitive information in payment remarks when transferring the money( though seller already stated in their terms not to mention such words), Pexpay customer service agents will contact the seller to either release the token or refund. Any fee charged by the payment method during the refund should be covered by the buyer.
- Offensive language:
Two parties used offensive language during the conversation, if the party was appealed for 2 times or more, part of the user's account functions will be suspended.
Seller’s Appeal
- Buyer clicked on “Mark as paid” or ”Transferred, Next”
If the buyer did not pay, and the buyer didn't provide proof of payment or cannot be reached within a given time frame, for the seller's benefit, the Pexpay customer service agent will cancel the order. If orders were canceled due to non-payment 3 times or more, part of the user's account functions will be suspended.
If the buyer paid, but the seller did not receive the payment, Pexpay customer service agents will contact the seller to release the crypto within 2 working days. If the crypto hasn't been released within the prescribed time, Pexpay customer service agents will forcibly release the crypto. If the crypto cannot be released normally, the seller needs to contact customer service to communicate, if she/he hasn't contacted, it will be considered as payment was received.
- The verified information or the amount paid does not match:
If the buyer transferred money to the seller's other payment account or another person's payment account and didn't use the seller's provided payment information to make a payment, the buyer bears the risk of transferring to the wrong account and a refund is not guaranteed. If Pexpay finds such a repetitive trend of erroneous payments, customer service will suspend the buyer's account for 30 days.
3. The payment account and verified information don't match:
If the buyer's payment account (for example the holder’s name of the buyer’s bank card) name doesn't match with the KYCed (verified) name on Pexpay P2P, the Buyer's P2P function will be suspended for 15 days due to violation of Pexpay P2P transaction rules. In this case, the crypto will not be released by Pexpay P2P immediately, the seller will be asked to refund the full amount, then the order will be canceled after the refund proof is submitted by the seller and confirmed by the buyer. Any fee charged by the payment method should be covered by the buyer.
4. 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 charged by the payment method should be covered by the buyer. If the buyer fails to respond in time or refuses to pay the remaining amount, then the seller will be asked to refund the money they received. Pexpay reserves the right to suspend users that are uncooperative during the process. Any other losses will be the buyer's responsibility.
If the actual amount paid by the buyer is less than the order amount but the seller has released the crypto before receiving the sufficient payment, Pexpay customer service agents will contact the buyer and ask the buyer to make the payment of the remaining amount. If the buyer refuses to make the payment, the seller is responsible for the loss of funds. Pexpay reserves the right to suspend users that are uncooperative during the process.
5. Released the crypto before receiving the payment:
The seller didn't confirm whether he/she received the payment and released the crypto before receiving the payment. The seller shall contact customer service by raising a ticket. In cases where the buyer is not responsive or refuses to cooperate, the seller may report the case to law enforcement.The seller will take responsibility for releasing the crypto earlier. The platform (Pexpay P2P) cannot guarantee that the funds will be retrieved.
6. Offensive language:
Two parties used offensive language during the conversation, if the party was appealed for 2 times or more, part of the user's account functions will be suspended.
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Pexpay takes compliance obligations seriously and strictly complies with the relevant requirements of local regulatory bodies. Please ascertain whether you are permitted to the service based on the legal requirements in your country of residence.