Fiat Trading (P2P) Appeal and Order Handling Rules

To ensure the safety of fiat trading and protect the legitimate rights and interests of users and merchants, Tbbit has specially formulated these rules to explain how users can initiate appeals during over-the-counter transactions, how the platform intervenes and handles them, and the related processes for order disputes.

If you encounter disputes during P2P trading and cannot resolve them through in-platform chat negotiation with the other party, you may submit an appeal to Tbbit according to these rules to request platform customer service intervention.

1. Definition of Appeal

An appeal refers to the process where a user encounters a dispute with the counterparty during P2P trading and cannot reach an agreement through in-platform chat, and submits a request to Tbbit for handling. The platform customer service will verify and handle the case based on order records, payment proofs, chat records, and other relevant evidence.

Appeals apply to but are not limited to the following scenarios:

1. Payment has been made but the order was canceled;
2. The counterparty fails to fulfill the trading obligations as agreed, such as not releasing coins or not making payment;
3. The actual payment amount does not match the order amount;
4. Inappropriate behaviors during the transaction such as insults, threats, inducement, or fraud;
5. Payment made using a non-real-name account or abnormal payment behaviors;
6. Other disputes that may affect trading safety or user rights and interests.

Tbbit will judge and handle cases based on platform records and evidence submitted by both parties.

2. Situations Where Buyers Can Initiate Appeals

1. Payment Made but Order Canceled

If the buyer has completed payment but the order is canceled due to timeout, counterparty actions, or other reasons, the buyer may promptly submit an appeal and upload payment proof.

If both parties are willing to continue the transaction, they may communicate through in-platform chat and place a new order.

2. Merchant Does Not Release Coins Timely

After the buyer completes payment, if the merchant does not release coins within a reasonable time, the buyer should first communicate with the merchant through in-platform chat for confirmation.

If the merchant does not respond within 10 minutes after payment, the buyer is advised to remind the merchant proactively;
if there is no response or refusal to fulfill the agreement within 1 hour, the buyer may initiate an appeal and upload payment proof.

3. Merchant Requests to Change the Transaction Price

If after the order is generated, the merchant refuses to fulfill the trade at the order price and requests the buyer to pay extra or modify transaction terms, the buyer may initiate an appeal.

The platform will judge based on the order price, market price, and transaction records. If the merchant refuses to fulfill without reasonable cause, Tbbit has the right to require the merchant to execute the trade at the original order price or take corresponding actions according to platform rules.

4. Payment Amount Does Not Match Order Amount

If the buyer’s actual payment amount exceeds the order amount, the buyer may initiate an appeal requesting the counterparty to refund the difference.

If the loss is caused by the buyer’s own operational errors, such as wrong payment account, incorrect payment amount, or wrong payment recipient, the platform will try to assist in communication but does not assume responsibility for the resulting financial loss.

5. Experiencing Verbal Abuse or Malicious Behavior

If the buyer encounters insults, threats, malicious delays, inducements for offline transactions, or other improper behaviors during the transaction, they may submit an appeal and upload chat records and other evidence.

Tbbit will take warning, trading restrictions, account freezing, or other measures against relevant users or merchants based on the severity of the violation.

3. Situations Where Sellers Can Initiate Appeals

1. Buyer Falsely Clicks "I Have Paid"

If the buyer has not actually made payment but clicks “I Have Paid”, the seller should first verify the receipt account.

If the seller has not received the corresponding payment within 15 minutes, they may initiate an appeal and submit receipt account records or related proof.

2. Buyer Uses Non-Real-Name Payment Account

If the buyer pays using a third-party account inconsistent with their platform real-name authentication information, the seller has the right to refuse the trade and may initiate an appeal after refunding the amount via the original payment method based on the actual situation.

Tbbit has the right to impose trading restrictions, freeze account permissions, or take other risk control measures against users using non-real-name payment accounts, abnormal accounts, or suspected risky funds.

3. Seller Releases Coins Prematurely

If the seller releases coins before confirming actual receipt of payment, they should immediately contact platform customer service and submit an appeal.

Please note that the platform cannot guarantee recovery of assets lost due to premature coin release without payment verification; such risks must be borne by the seller.

4. Buyer Exhibits Improper Speech or Threatening Behavior

If the seller encounters insults, threats, malicious harassment, inducements to violate rules, or other such behaviors from the buyer during the transaction, they may submit an appeal and upload chat records.

Tbbit will record violations based on actual situations and may impose account restrictions or other measures depending on severity.

4. How to Initiate an Appeal?

Please follow the steps below to submit an appeal:

1. Open the Tbbit APP;
2. Click to enter “Online Customer Service”;
3. Provide the relevant order number and briefly explain the issue;
4. Upload related proofs, such as payment screenshots, receipt records, chat records, bank statements, etc.;
5. Submit and wait for Tbbit customer service intervention.

To improve processing efficiency, please provide as complete, clear, and verifiable evidence as possible.

5. How to Cancel an Appeal?

If both parties have reached an agreement and confirmed the dispute is resolved, you may cancel the appeal by following the steps below:

1. Open the Tbbit APP;
2. Click to enter “Online Customer Service”;
3. Provide the relevant order number;
4. Inform customer service that you want to cancel the appeal;
5. After confirmation by customer service, the appeal process will be terminated, and the order status will be restored or updated based on the actual situation.

Please make sure the issue has been properly resolved before applying to cancel the appeal to avoid affecting subsequent rights protection.

6. Platform Processing Timeliness and Execution Instructions

1. Generally, Tbbit customer service will intervene within 24–48 hours after the user submits an appeal;
2. If the dispute is complex, involving bank statements, third-party payment proofs, risk fund checks, or inconsistent evidence from both parties, the processing period may be extended appropriately;
3. The platform will make a comprehensive judgment based on order records, payment proofs, chat records, account information, and explanations from both parties;
4. Once Tbbit makes a handling decision, both trading parties should cooperate with the platform’s execution;
5. If either party refuses to cooperate, maliciously delays, or provides false materials, Tbbit has the right to restrict their trading permissions, freeze related account functions, or take other necessary measures.

7. Special Reminders

1. All P2P trades must be completed within the Tbbit platform. It is strictly forbidden to guide or participate in offline trades, off-platform trades, or use third-party chat tools to bypass platform transactions;
2. Users must use accounts consistent with their real-name authentication information for payment or receipt. Use of non-real-name accounts, others’ accounts, or abnormal accounts is strictly prohibited;
3. Sellers must confirm actual receipt of funds before releasing digital assets. Payment screenshots, SMS notifications, or verbal statements from the counterparty cannot be the sole basis for releasing coins;
4. If you discover fraud, money laundering, risk funds, malicious delay, or other abnormal behaviors from the counterparty, please submit an appeal immediately and report to the platform;
5. Losses caused by private trades, premature coin release, unverified receipt, use of non-real-name accounts, or violations of platform rules shall be borne by the responsible party.

8. Violation Handling

For users or merchants who seriously violate P2P trading rules, Tbbit has the right to take one or more of the following measures according to the severity of the violation:

1. Issue warnings and record violations;
2. Restrict P2P trading permissions;
3. Suspend or close some account functions;
4. Freeze related orders or assets;
5. Remove merchant qualifications;
6. Permanently ban accounts;
7. For suspected illegal or criminal activities, transfer cases to relevant legal or regulatory authorities for handling.

If you encounter any issues during P2P trading, it is recommended to first communicate and resolve them through the in-platform chat system.

If negotiation fails, please promptly initiate an appeal through Tbbit Online Customer Service. The Tbbit customer service team will strive to provide fair and reasonable support based on platform rules and evidence submitted by both parties.