Function about Appeal，Process of initiating or Cancelling it, and its Judgment Basis.

Q1. Appeal refers to the application for platform official assistance to solve problems encountered in the P2P Fiat Trade, mainly refers to the disputes between buyer & seller.

Q2.Malicious appeals and handling

Q3.What should I do if there is a dispute with buyer/seller?

 

Q1. Appeal refers to the application for platform official assistance to solve problems encountered in the P2P Fiat Trade, mainly refers to the disputes between buyer & seller.

How to initiate an appeal?        

Click to “contact customer service”, fill in the appeal detail according to the prompt, initiate the appeal. The article of "How to deal with a dispute when placing an P2P Fiat Trade order? " is also an reference.

How to cancel an appeal?       

When your order status is "appealing", in this process, if you cancel the order (buyer) or confirm the token release (seller), the appeal will be cancelled by default.

The judgment basis of the appeal:     

Platform P2P Fiat Trade rules.       

Relevant facts (including trade related records, additional evidence submitted by the buyer and the seller, such as transaction video, remittance video, etc.).

Q2.Malicious appeals and handling

Malicious complaints are mainly divided into five categories:

1.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.

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

3.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.

4.Forged payment/receive vouchers.

5.Words such as abusive and slander in transactions and evaluations.

Consequences of a malicious complaint: 

1.If you make a malicious appeal, the official website of the platform will determine your loss based on facts and rules.

2.The loss will be credited to your credit information.

3.Trading in legal currency is prohibited.

Q3.What should I do if there is a dispute with buyer/seller?

If there is a problem with the order, please click on "Contact Customer Service" and then wait for further appeal processing.

Please visit KuCoin website and click “Support”, then you can submit a request or contact our online support. 

First, please click“Support”, then click “submit a request”or the “help”in the lower-right corner.

If you are in trouble during the P2P Fiat Trade transaction, you can also click “Contact Customer Service” on the order page for help.

If you are unable to contact the online customer service, you can send an email to [e-mail] with a detailed description of your problem and provide the order number, mobile number, and your name.