If you have any questions for your orders during P2P transaction, it is recommended to communicate with the counterparty directly through the chat window on the order page. If the communication fails to resolve your issue, you can initiate an appeal against the order and our specialist will assist you further.
When your order status is "Paid", "Canceled" or "Finished", you can submit an appeal according to this guide. Please note that the platform cannot guarantee to recover your lost funds.
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Disclaimer
According to BingX’s trading terms, each user should be aware of the following:
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BingX is not responsible for any asset loss resulting from a user’s failure to follow the relevant instructions or provide the required proof materials to BingX within the specified timeframe.
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BingX is not responsible for any asset loss resulting from off-platform transactions. All P2P transactions should be conducted within the BingX platform; neither the platform nor merchants will engage in off-platform transactions with users.
If there are any doubts or disputes regarding P2P orders, you can initiate or cancel an appeal by following the steps below.
1. How to Initiate an Appeal
Step 1: Go to the P2P order page and select the corresponding order.
Step 2: Click the "No response from the seller for a long time?" button to see a prompt where the platform recommends users to communicate with the counterparty before initiating an appeal. Click "Cancel" to return to the chat window and communicate with the counterparty.
Step 3: If you cannot reach the counterparty via the chat box or there has been no response for a long time, you can click "Appeal" to submit an appeal.
Step 4: Provide the reason for the appeal and required proof materials (fields marked with * are mandatory), then click "Submit". Please note that each order can be appealed against up to 3 times.
Step 5: After the appeal is submitted, the appealed party will have 15 minutes to respond. If there is no response within 15 minutes, the case will be escalated to customer support and a dedicated P2P specialist will intervene. You can click "View" to check the progress of the appealed order.
Note: Below are the specific requirements for proof materials to help expedite the appeal process for both parties.
| Required Materials | For Buyers | For Sellers |
| Transaction record and screen recording | Please ensure that the video includes the following processes: a. Successful login to your bank app. Biometric login is acceptable. If you log in with a password, start screen recording on the two-factor authentication page. b. Navigate to the account page where your name and bank account number are clearly displayed. c. Navigate to the transaction record page. d. Clearly shows transaction amount, recipient/payer name, and payment date and time. | |
| Bank-issued statement | Ensure the bank-issued statement clearly displays the following information for the relevant transaction and submit it in PDF format: a. Your account name; b. Your account number; c. Transaction information. | |
Step 6: A P2P specialist will join the order chat window within the estimated processing time to provide further assistance.
2. How to Cancel an Appeal
If you accidentally submit an appeal or have resolved the issue with the counterparty, you can cancel the appeal.
How to cancel: Go to the order appeal page, click "Cancel Appeal", and your appeal will be immediately canceled. Please note that each party can appeal against the order for a maximum of 3 times.