1. What Is an Appeal and how To Initiate an Appeal Process on KuCoin? 

Appeal refers to the application for the platform’s official assistance to solve problems encountered in the P2P Fiat Trade. This mainly refers to the disputes between buyer and seller.

How To Appeal?

App Side: 

A. If you are the buyer and have completed the payment to the seller, but the seller refuses to release the coins: 

1. Log in to your KuCoin App and go to [P2P], then go to [My Orders] and click the order you want to appeal under the [In Progress] page, then click [Appeal].  

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2.Select the reason for your appeal and describe your situation in detail. Once done, submit the bank statement and attach relevant screenshots and/or vouchers, and submit the appeal after confirming that it is correct. 

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3. After entering the appeal statement, the buyer waits for the seller to provide the relevant appeal certificate. After the buyer and the seller confirms that the negotiation was successful, they can click the [Negotiation Successful] button to complete the appeal order status. If the buyer and the seller fail to reach an agreement, they must wait for the customer service staff to assist them in resolving the appeal order. After the customer service’s arbitration, the appeal order should be resolved. blobid65.jpg

B. If you are the seller and the buyer marks the payment, but the payment has not yet been received: 

1.Log in to your KuCoin App and go to [P2P], then go to [My Orders] and click the order you want to appeal under the [In Progress] page, then click [Appeal].

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2. Select the reason for your appeal and describe your situation in detail. Once done, submit the bank statement and attach relevant screenshots and/or vouchers, and submit the appeal after confirming that it is correct.

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3.After entering the appeal statement, the seller waits for the buyer to provide the relevant appeal certificate. After the buyer and the seller confirm that the negotiation is successful, the appeal order status is completed. If the buyer and the seller fail to reach an agreement, they must wait for the customer service staff to assist them in resolving the appeal order. After the customer service’s arbitration, the appeal order should be resolved. 

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Web Side: 

A. If you are the buyer and have completed the payment to the seller, but the seller refuses to release the coins: 

1. Log in to your KuCoin account through the official website and go to [P2P], then go to [My Orders] and click the order you want to appeal under the [In Progress] page, then click [Appeal]. You can also negotiate with the seller by clicking [Chat].

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2. Select the reason for your appeal and describe your situation in detail. Once done, submit the bank statement and attach relevant screenshots and/or vouchers, and submit the appeal after confirming that it is correct. 

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3. After entering the appeal statement, the buyer waits for the seller to provide the relevant appeal certificate. After the buyer and the seller confirms that the negotiation was successful, they can click the [Negotiation Successful] button to complete the appeal order status. If the buyer and the seller fail to reach an agreement, they must wait for the customer service staff to assist them in resolving the appeal order. After the customer service’s arbitration, the appeal order should be resolved. blobid72.jpg

B. If you are the seller and the buyer marks the payment, but the payment has not yet been received:

1. Log in to your KuCoin account through the official website and go to [P2P], then go to [My Orders] and click the order you want to appeal under the [In Progress] page, then click [Appeal]. You can also negotiate with the buyer by clicking [Chat]. blobid73.jpg

2. Select the reason for your appeal and describe your situation in detail. Once done, submit the bank statement and attach relevant screenshots and/or vouchers, and submit the appeal after confirming that it is correct.

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3. After entering the appeal statement, the seller waits for the buyer to provide the relevant appeal certificate. After the buyer and the seller confirm that the negotiation is successful, the appeal order status is completed. If the buyer and the seller fail to reach an agreement, they must wait for the customer service staff to assist them in resolving the appeal order. After the customer service’s arbitration, the appeal order should be resolved. 

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2. Judgment basis for appeal and large order configuration in each market: 

A. Platform trading rules; 

B. Relevant facts (including transaction-related records, additional evidence submitted by buyers and sellers such as transaction videos, remittance videos, etc.); 

C. Large order configuration in each market; if the amount of a single appeal order exceeds this amount, the platform will freeze the order amount, and the amount will be unfrozen on T+1 day. 

  • EUR 1,500 U 
  • CAD/VND/MYR 1,200U 
  • RUB/USD/NGN 1,000U 
  • Other/PKR/BDT/INR 500U 

3. Malicious complaints and handling methods: 

Malicious appeals are mainly divided into five categories: 

A. The buyer did not actually pay or did not pay in full but clicked "I‘ve paid" and filed a request to release digital assets; 

B. The seller has actually received the payment but claimed that he/she did not receive it and filed a request to unfreeze the corresponding assets; 

C. When disagreement, including but not limited to over-receipt but no refund, less payment but no replenishment, and no cooperation with customer service and transaction objects; 

D. Forged payment/receive vouchers; 

E. Words, such as abusive and slander in transactions and evaluations. 

Consequences of Malicious Appeals: 

1. If you make a malicious appeal, the official customer service of KuCoin will conduct an assessment based on facts and rules, which will be judged upon careful deliberation; 

2. Losing the lawsuit shall be credited to your credit information; 

3. P2P transactions are prohibited during the appeal.

If you find a problem after the P2P transaction is completed, you can click on the "Online Customer Service" at the order details page, and wait for further appeal processing. Likewise, at the order page, click [Doubts about the order] to submit a work order.

If you cannot contact the online customer service, you can send an email to support@kucoin.com. There, you can describe your problem in detail, and provide the order number, mobile phone number, and name concerning the issue at hand

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