Gate P2P Dispute Handling Procedures and Disclaimer
Gate's P2P platform facilitates direct digital asset transactions between users. The platform helps match buyers and sellers but does not manage or verify transactions. Disputes and issues must be resolved directly between the parties involved. Below are the updated procedures for handling disputes for both buyers and sellers on the Gate P2P platform:
Dispute Handling Procedures
For Buyers:
1.Buyer Made Payment but Did Not Receive the Cryptocurrency:
Instant Payment Method: If the seller fails to release the cryptocurrency within 20 minutes after receiving payment proof, customer support will contact the seller to urge the release. If the seller cannot be reached within this time frame, the payment will be deemed complete, and customer support may forcibly release the cryptocurrency to the buyer.
Non-Instant Payment Method: If the payment method is non-instant and there is a delay, customer support will instruct the seller to wait an additional 2 working days. If payment still does not arrive, the seller should contact customer support and file an appeal. Failure to do so will result in the cryptocurrency being forcibly released.
2.Buyer Overpays or Transfers Funds to the Wrong Account:
Overpayment: If a buyer overpays, customer support will negotiate with the seller for a refund of the surplus. If the negotiation fails, the buyer will bear the loss. Persistent non-cooperation may lead to account suspension or termination.
Incorrect Account: Gate will attempt to recover funds transferred to the wrong account but does not guarantee success and is not liable for any losses. Repeated mistakes may result in the buyer’s account being frozen.
3.Order Canceled After Payment:
If the order is automatically canceled by the system due to order expiration after the buyer makes the payment outside the platform, or the order is mistakenly canceled after the payment is done, customer support should contact the seller to negotiate a refund. If the negotiation fails, the buyer can only bear the loss by himself. For users who refuse to cooperate in this process, Gate reserves the right to suspend or terminate their access to P2P trade.
4.Seller Refuses to Release Cryptocurrency After Receiving Payment:
The seller has received the price paid by the buyer in the due amount (the receiving account’s name is identical to buyer’s KYC name ) but refuses to release the cryptocurrency. Instead, he asked for an additional payment to close the deal.
If the original price is not abnormally lower than the market price ( lower than the market price by 10% or more), customer support can forcibly release the cryptocurrencies.
Note: For orders worth over $1,000, if the order price is 5% lower than the market price, the order will be canceled.
5.Sensitive Remarks in Payment:
If the buyer marks the transfer with any sensitive words banned by the seller, such as “digital currency, C2C/P2P, Gate, Bitcoin, crypto”, the seller may refuse to conclude the deal. In such a case, customer support can contact the seller, negotiating for the release of the coins or a refund. Any costs incurred in relation to the refund shall be borne by the buyer.
6.Using Offensive Language:
If either party uses offensive language on the Gate P2P Platform, including within chat tools with users, customer support live chat, the order comment section, and if multiple disputes are filed against a single user with this basis in mind, the user's account may be partially or entirely suspended from trading.
7.Fraudulent Behavior:
If any user is found to commit fraud during trading, the violating user will be permanently banned from P2P trade. In addition, we will delete all advertisements the violating user has released on the platform, and freeze all assets under his account (if any).
For Sellers:
1.Seller Has Not Received Payment After Buyer Clicks “I Have Paid”:
If the buyer fails to provide proof of payment or fails to submit an appeal within the specified time and is uncontactable, the payment will be deemed undone. In such a case, the customer support can manually cancel the order. If a buyer has orders canceled three or more times due to this reason, he will be temporarily banned from certain P2P services.
There may be a delay in fund arrival if the buyer uses a non-instant payment method. In such a case, if the buyer can provide proof of payment, customer support can tell the seller to wait for another 2 working days. If the seller still fails to receive the payment after the expiration of such 2 days, he should contact the customer support in time. Otherwise, the seller will be deemed to have received the payment, and the cryptocurrency will be released forcibly.
2.Payment Account Name Mismatch or Receive less payment:
If the payment account’s name is unidentical to the buyer’s KYC name, it will constitute a violation of the platform’s rules, thus resulting in the buyer’s temporary exclusion from Gate’s P2P trade. In such a case, the order will be canceled after the seller returns the price to the buyer by providing proof of refund, and the buyer confirms receipt of the refund. Any costs resulting from the process shall be borne by the buyer.
If the amount paid by the buyer is less than the required, the buyer must supplement the difference within the specified time, with any resulting costs borne by the buyer. If the buyer is uncontactable or refuses to compensate for the shortage, the seller should refund the amount received. For users who refuse to cooperate, Gate reserves the right to suspend or terminate their access to P2P trade. Traders cannot hold Gate responsible for any losses they suffered in trading.
If the seller releases the cryptocurrency before receiving the full order price, customer support should contact the buyer to supplement the insufficiency of payment, If the buyer refuses to do so, the seller can only bear the loss on its own. For users who refuse to cooperate, Gate reserves the right to suspend or terminate their access to P2P trade. Traders cannot hold Gate responsible for any losses they suffered in trading.
3.Seller Released Cryptocurrency Before Receiving Full Payment:
If the seller releases the cryptocurrency to the buyer before receiving the full payment, the seller must file a complaint and reach out to customer support. If the buyer is unreachable or refuses to make up the shortfall or return the cryptocurrency, Gate reserves the right to suspend or terminate the buyer's access to P2P trading on the platform.
The seller will be solely responsible for any losses incurred due to this misstep. While Gate will attempt to negotiate with the buyer to recover the cryptocurrency, we cannot guarantee the outcome of such negotiations and will not be liable for any losses the seller may face as a result.
4.Using Offensive Language:
If both parties use offensive language on the Gate P2P Platform, including but not limited to chat tools with users, customer support live chat, and order comment section, and multiple disputes are filed against a single user based on this, the user's account may be partially or entirely suspended from trading.
5.Fraudulent Behavior:
Any user is found to commit fraud during the trading, the violating user will be permanently banned from P2P trade. In addition, we will delete all advertisements the violating user has released on the platform, and freeze all assets under his account (if any).
For users who refuse to cooperate, Gate reserves the right to ban them from P2P trade on the platform.
Disclaimer
P2P transactions on Gate are conducted directly between users. Gate’s role is limited to facilitating the transaction process and does not involve verification or management of individual transactions. All transactions and associated risks are the responsibility of the users.
Gate is not liable for any disputes or claims arising from completed payments, nor for any losses incurred from user communications or transactions conducted outside the platform. Involvement of third-party service providers in P2P transactions is subject to their terms and Gate is not responsible for any losses resulting from third-party actions.
Gate is not responsible for any asset losses suffered by users due to failure to act within the required timeframe or for trades conducted privately outside the Gate P2P trading platform. Users are advised to use Gate’s P2P trading system for all transactions.
