Frequently Asked Questions about P2P Transactions

1. Basic Questions about P2P Transactions

Q1: What is P2P trading?
P2P (Peer-to-Peer) trading is a method of digital asset trading that occurs directly between users. The platform only provides matching, asset custody, and dispute resolution services and does not participate in the flow of fiat currency.

Q2: What role does the platform play in P2P transactions?
The platform is responsible for:

• Temporarily freezing the seller's assets after an order is created
• Releasing assets upon completion or cancellation of the transaction
• Intervening and adjudicating when disputes arise during transactions
  The platform does not collect or pay fiat currency.

Q3: Who can use P2P trading?

• Users who have completed identity verification (KYC)
• Users who meet the regional conditions and platform's gray area access criteria
• Only merchants can post advertisements
• General users can only place orders for trading

2. Ordering and Trading Process

Q4: What is the basic process of P2P trading?
Buyer Process:

• Select a merchant advertisement and place an order
• The platform freezes the seller's assets
• Complete payment according to order information
• The buyer clicks "Paid" and uploads payment proof
• Wait for the seller to release the funds
• Receive the assets, and the transaction is complete

Q5: What should I pay attention to before making a payment?

• Please confirm that the payment method and receiving information are correct
• Please use a payment account in your real name
• Do not write any text related to digital assets in the remarks

Q6: Can I click "Paid" before making the payment?
❌ No.
If you mark "Paid" without actually making the payment, it may lead to:

• Account risk control restrictions
• Order cancellation
• Limited future P2P usage rights

Q7: What happens if I do not make the payment within the payment time?

• The order will be automatically canceled after the countdown ends
• The seller's assets will be automatically unfrozen
• Multiple instances of non-payment may affect the account risk control assessment

3. About Releasing Funds and Receiving Payments

Q8: When can the seller release the funds?
The seller should release the funds only after actually receiving the fiat currency.
Do not:

• Release funds based solely on payment screenshots
• Release funds without confirming receipt

Q9: What should I do if I receive the payment but the amount is incorrect?

• Do not release the funds
• You can initiate a dispute and provide relevant evidence
• If the issue cannot be resolved, please contact customer service for assistance.

4. Order Status and Abnormal Situations

Q10: What are the statuses of P2P orders?
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Q11: Under what circumstances can an order be canceled?

• The buyer fails to complete payment within the payment time
• The buyer actively cancels
  • Pending Payment
  • Paid and waiting for fund release (ensure that actual payment has not been made before canceling)
• Customer service adjudicates and cancels the order

5. About Disputes

Q12: What is a dispute?
A dispute refers to the request for intervention by the platform when a transaction encounters a disagreement or abnormal situation.

Q13: Under what circumstances can a dispute be raised?

• Payment has been made, but the seller has not released the funds
• The other party provided incorrect payment information
• Disputes or abnormalities occurred during the transaction process

Q14: What happens after a dispute is raised?

• The order will be locked
• Both parties will temporarily be unable to operate the order
• Customer service will request evidence from both parties (such as payment proof)
• The platform will adjudicate based on the evidence provided

Q15: What possible outcomes can result from a dispute?

• Mandatory release of funds
• Cancellation of the order and return of assets
• Further risk control measures may be taken depending on the situation

6. Account Restrictions and Risk Control

Q16: Why is my P2P function restricted?
Possible reasons include:

• Abnormal trading behavior
• Multiple instances of non-payment
• Violation of P2P trading rules
• Risk control or regulatory considerations

Q17: Can it be restored after being restricted?
It depends on the specific situation.
Please contact customer service to understand the reasons for the restriction and subsequent handling methods.

7. About Merchant-Related Questions

Q18: Who can become a merchant?
Merchants must pass platform review and meet:

• Real-name requirements for identity and payment methods
• Performance and risk control standards

Q19: What responsibilities do merchants have?

• Provide accurate payment information
• Release funds according to the rules
• Cooperate with the platform's risk control and customer service processes

Q20: Can a merchant refuse to release funds?
If the merchant has not actually received the payment, they can refuse to release funds and initiate a dispute.
If payment has been confirmed, the merchant must release the funds.

8. Security Reminders (Please Read Carefully)

Q21: Why can’t I see the P2P entry?
Possible reasons include:

• The region has not yet been opened
• Account type restrictions
• Account risk control status

9. Security Reminders (Please Read Carefully)

Q22: Will the platform contact me privately to request a transfer?
❌ No.
The platform will not:

• Request transfers privately
• Ask for verification codes or sensitive information

Q23: Can I transact with the other party outside the platform?
❌ Not recommended.
Transactions outside the platform are not protected; if a dispute arises, the platform cannot intervene.

10. Disclaimer and Risk Warning

P2P transactions involve fiat currency transfers; users should assess the transaction risks on their own.
The platform will adjudicate the results of disputes based on trading rules and evidence, and the final ruling will be binding.

11. How to Contact Customer Service?

• Initiate a dispute on the order page
• Or contact customer service through the help center