If you notice any discrepancies between the P2P order details and the information provided by the counterparty, it is recommended that you contact them directly through the chat window on the P2P order page. If the issue remains unresolved after communicating with the counterparty, you can submit a complaint, and our customer support team will provide further assistance.
Read More:
Disclaimer:
Gate is not responsible for any asset losses caused by users failing to take required actions within the specified time.
Gate is also not responsible for any asset losses resulting from private transactions conducted outside the Gate P2P trading platform. All P2P transactions should be conducted through Gate's P2P trading platform; Gate and merchants will not trade privately with users.
You can follow the steps below to submit or withdraw a complaint:
Submit a Complaint
On the App
Step 1: Go to the complaint page
On the order page, click [Have Questions?] to start the complaint process.
Step 2: Choose how to handle the issue
On the Get Help page, you can select the following options based on your situation:
- [Contact the counterparty]: Try to resolve the issue by communicating with them;
- [Report the counterparty]: If the counterparty engages in malicious behavior;
- [I no longer wish to trade with this person]: Add the counterparty to your blocklist to avoid future trades;
If you need platform assistance, select [I have other issues] to submit a complaint.
Step 3: Fill in and submit the complaint
Select the reason for the complaint, upload relevant evidence (e.g., payment screenshots, chat records), and click [Submit].
On the Web
Step 1: Go to the complaint page
On the order page, click [Have questions?] to start the complaint process. 
Step 2: Choose How to Handle the Issue
You can select one of the following options based on your situation:
- [Contact the counterparty];
- [Report the counterparty];
- [I no longer wish to trade with this person].
If you need assistance from the platform, select [I have other issues] to submit a complaint.
Step 3: Fill in and Submit the Complaint
On the complaint page, select the reason for your complaint, upload relevant evidence (e.g., payment screenshots, chat records), and click [Submit].
The following are acceptable types of evidence and specific requirements for each, which help facilitate the complaint resolving process:
| Required Evidence | For Buyers / For Sellers |
|---|---|
| Transaction records and video verification | Ensure the following information is clearly visible: a. You can successfully log in to your banking app. Biometric login is acceptable. If using password login, start video verification from the two-factor authentication page. b. Navigate to the account page, showing your full name and bank account number clearly. c. Go to the transaction history page. d. Display the transaction amount, recipient/payer name, and payment date and time. |
| Official Bank Statement | Make sure the official bank statement issued by your bank clearly shows the following information for the relevant transaction, and submit it in PDF format: a. Your account name b. Your account number c. Transaction details d. Counterparty account information. e.Transaction amount |
Step 4: After successfully submitting the complaint, the P2P customer support team will join the P2P order chat within the estimated time and provide further assistance on a first-come, first-served (FIFO) basis.
Withdraw a Complaint
If you accidentally submitted an incorrect complaint, or if the counterparty is willing to cooperate before we process your complaint, you can withdraw the complaint.
On the AppStep 1: Once the complaint is successfully submitted, you will see the [Withdraw the appeal] button at the bottom of the order page.
Step 2: If you decide to withdraw the complaint, click [Withdraw the appeal], then click [Confirm] in the pop-up window to complete the process.
On the WebStep 1: On the order details page, find and click the [Withdraw the appeal] button at the bottom-right corner.
Step 2: A confirmation message will appear. Click Confirm to proceed. Your complaint will be withdrawn immediately.
