Buying or selling cryptocurrency on a peer-to-peer (P2C) marketplace can occasionally lead to payment errors. Whether you accidentally overpay or underpay, it’s important to act quickly and follow the correct procedures to resolve the issue. This guide outlines the steps you should take if you encounter a payment discrepancy while using a popular digital asset exchange.
What to Do If You Overpaid
If you realize you’ve transferred more money than required, your course of action depends on the status of the order.
Order Still Pending
In cases where you have marked the transfer as completed but the seller has not yet released the crypto, the order is still open. Here’s what you can do:
- Use the built-in messaging system to contact the seller directly and request a partial refund.
- If the seller is unresponsive or uncooperative, you may escalate the issue through the platform’s official dispute process.
👉 Start a dispute claim to resolve payment issues
To file a formal appeal, navigate to: Buy Crypto → C2C Buy → Select the relevant order → Need Help → Other → Contact Seller/Appeal → Submit Appeal. A support agent will review your case promptly.
Order Already Completed
If the seller has already released the digital assets and the order is marked as complete, you should still act without delay:
- Submit an appeal using the same pathway: Buy Crypto → C2C Buy → Select the order → Need Help → Other → Contact Seller/Appeal → Submit Appeal.
- You can also reach out to customer support via the help center for immediate assistance.
What to Do If You Underpaid
Sending less than the agreed amount can also create complications. Follow these instructions to manage the situation:
- Contact the seller immediately via the instant message function and explain the error.
- If the seller agrees, you may send the remaining balance using their registered payment method. Once the full payment is confirmed, they can release the crypto.
- If the seller is unwilling to accept a补款 (supplementary payment), politely ask for a full refund. After ensuring the money is returned, cancel the order and place a new one.
- If you cannot reach the seller, wait for at least five minutes and then use the “Appeal” button on the transaction page to contact support.
Tips to Avoid Payment Errors
Prevention is always better than resolution. Consider these best practices to minimize the risk of incorrect payments:
- Always double-check the recipient’s account details and the transfer amount before confirming.
- Use payment methods that offer instant confirmation or transaction tracking.
- Keep all payment receipts and records until the transaction is fully complete.
- Communicate clearly with the seller throughout the process to avoid misunderstandings.
Frequently Asked Questions
What should I do if the seller doesn’t respond after I overpaid?
If the seller is unresponsive, initiate a dispute through the platform’s appeal system. Support staff will intervene and help mediate the situation.
Can I cancel a transaction if I underpaid?
Yes, you can cancel the order, but only after the seller has refunded the amount you already sent. Always ensure the funds are returned before canceling.
How long does it take for the support team to respond to an appeal?
Most appeals are addressed within minutes or a few hours, depending on volume. The platform aims to provide quick resolutions to maintain user trust.
Is my money safe if I make a payment error?
While the platform offers mediation services, there is no guaranteed outcome. Acting quickly and following official procedures increases the chance of a satisfactory resolution.
What details do I need to provide when submitting an appeal?
You should include order ID, payment proof, screenshots of conversations with the seller, and a clear explanation of the issue.
Can I prevent these errors in the future?
Yes, by verifying payment details multiple times and using trusted payment channels, you can significantly reduce the risk of errors.
Handling payment mistakes quickly and effectively is essential for a smooth experience on any crypto trading platform. By using built-in communication tools and official dispute channels, most issues can be resolved fairly. Always remember to stay calm, document everything, and follow the recommended steps.