P2P appeal handling rules

In order to maintain platform order and protect user rights, the Platform shall revise and improve the relevant rules from time to time, effective from the date of issuance. All updated rules shall take effect immediately upon release. By continuing to use the services of the P2P Trading Platform, users are deemed to have fully read, understood, and agreed to comply with the applicable rules.

Appeals will only be accepted if the appellant provides valid and compliant video evidence. Malicious appeals that disrupt the normal operation of the platform may result in account suspension or other penalties as deemed appropriate by the Platform. If the disputed incident occurred more than 60 days prior to the submission of the appeal, the Platform reserves the right to decline to provide assistance in handling such disputes.

If the Platform has intervened and rendered a decision on a P2P dispute, and the user is dissatisfied with the outcome, the user may file an appeal within 60 days from the date the decision was issued. It is the responsibility of the appellant to proactively provide all relevant information, evidence, or documentation as requested by the Platform. Failure to do so may result in the Platform declining to assist or terminating the appeal process. In such cases, the original decision shall be deemed final.

Buyer's appeal

1. Order Cancellation
   In the event that an order is automatically canceled by the system due to payment timeout, yet the buyer had already completed the payment, the Platform’s P2P Appeal Specialist will, on a best-effort basis, contact the seller to request a refund. Likewise, if the order was manually canceled in error after the buyer completed the payment, the Appeal Specialist will reach out to the seller to request a refund. Should the seller refuse to refund, WEEX shall bear no liability for any losses incurred by the buyer. The Platform reserves the right to suspend accounts that demonstrate non-cooperative behavior during the resolution process.
2. Discrepancy Between Payment Amount and Order Amount
   If the amount paid by the buyer exceeds the order amount and the buyer has clicked "Payment Completed," the Appeal Specialist will contact the seller to request a refund of the excess amount. In the event the seller declines to refund, the buyer shall bear full responsibility for any resulting financial loss. The Platform reserves the right to take enforcement actions against uncooperative users.

3. Delayed Crypto Release by the Seller
   If the buyer completes payment via an instant payment method and the seller fails to release the crypto within 10 minutes, the Appeal Specialist will contact the seller to release the crypto. If the seller does not respond within a specified timeframe, and the buyer successfully provides valid video proof of payment, the Appeal Specialist will release the crypto manually.

   If the buyer uses a non-instant payment method and the seller does not receive the payment immediately, the Appeal Specialist will monitor the transaction status. If, after six days from the date the appeal was filed, the seller can demonstrate that the payment has not been received, the Appeal Specialist will cancel the order. However, if the seller fails to provide such proof, and the buyer submits valid video evidence after the waiting period, the payment will be deemed received, and the Appeal Specialist will proceed with manual release of the crypto.

4. Seller’s Unwillingness to Release Crypto
   If the buyer has paid the correct amount from a bank account bearing the same name as the verified WEEX account, yet the seller refuses to release the crypto and attempts to renegotiate the price or demand additional fees beyond the original transaction amount, the Appeal Specialist will release the crypto manually upon successful verification of video payment proof provided by the buyer.

   Important Note: Users are strongly advised to review the advertisement price carefully prior to placing any order. Refunds or appeals may not be granted in such circumstances.

5. Sensitive Remarks in Payment Transfer
   If the buyer includes sensitive terms such as "digital currency", "P2P", "WEEX", "BTC", or similar expressions in the transfer remarks—despite seller instructions prohibiting such references—the Appeal Specialist will contact the seller to either release the crypto or issue a refund. Any fees incurred during the refund process shall be borne by the buyer.
6. Absence of Valid Payment Method in Order Details
   If the seller fails to provide a valid payment method within the order details and instead requests clarification via chat or other external communication channels, this behavior may be deemed fraudulent. If no payment has been made, the Appeal Specialist will cancel the order upon verification. If the buyer has already made payment and provides valid supporting evidence, the Appeal Specialist will request the seller to refund the payment. If the seller refuses, the crypto will be released after verification. WEEX assumes no liability for losses resulting from transactions lacking clearly defined payment methods. The Platform reserves the right to suspend non-cooperative accounts.
7. Use of Offensive Language
   The use of offensive, inappropriate, or abusive language on the P2P platform—including via chat, customer support, or order comment sections—is strictly prohibited. Users who are reported for such conduct two or more times may face suspension of certain platform functionalities.