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MEXC P2P Appeal Handling Rules
Last Updated: Jul 30, 2025
This MEXC P2P Appeal Handling Rules (the 'Rules') form part and parcel of the MEXC P2P Service Agreement (the 'Service Agreement'). By subscribing to or using MEXC P2P, you acknowledge that you have read, understood and accepted all of the terms and conditions in these Rules and the Service Agreement, and you acknowledge and agree that you will be bound by and will comply with the terms contained herein.
All terms and references used in these Rules and which are defined and construed in the MEXC User Agreement (the “User Agreement”) or the Service Agreement, but are not defined or construed in these Rules, shall have the same meaning and construction in these Rules.
Overview of the Dispute Settlement Procedure
A user (Buyer or Seller) may initiate an appeal related to a P2P Order. MEXC Customer Service ("MEXC CS") will mediate to resolve the dispute. All parties are required to provide accurate, timely evidence when requested.
The Rules are as follows:
Appeals by the Buyer
1. Seller does not release Digital Assets after payment is made by Buyer
a. | Seller refuses to release Digital Assets intentionally and requests to cancel the Order, including for price-related reasons. | If the Buyer has paid the correct amount from a payment account matching the verified name on their MEXC account, and the Seller refuses to release the Digital Assets (e.g. due to disagreements regarding the price), MEXC CS will contact both parties and allow the Seller to respond within a given timeframe. If no response is received within this timeframe, MEXC CS will manually release the Digital Assets to the Buyer — provided that the price falls within the acceptable deviation range defined below. A price deviation is considered acceptable if:
If the price is outside this range, the Digital Assets will not be released. Instead, MEXC CS will require the Seller to refund the full payment. The order will only be canceled after the refund is completed and confirmed. If the Seller refuses or delays the refund without valid justification, the Digital Assets will be released to the Buyer. |
b. | Seller fails to release the Digital Assets to the buyer in a timely manner or within a stipulated timeframe. | If the Buyer has completed payment in real-time payment method MEXC CS will contact the Seller and request the release of Digital Assets within a given timeframe.If the Seller fails to respond or release the Digital Assets within this timeframe, MEXC CS will manually release the Digital Assets to the Buyer. If the Buyer hasused a non-instant payment method MEXC CS will contact the Seller and request that the Seller release the Digital Assets within 2 working days. If payment has not arrived, the Seller must contact MEXC CS and submit valid supporting documents (e.g., bank statements). If the Seller does not contact MEXC CS within the 2 working days provided, it will be assumed that the payment has been received, and MEXC CS will release the Digital Assets to the Buyer manually. |
c. | Seller delays release of Digital Assets due to sensitive words in the Buyer’s payment remarks | MEXC CS will contact the Seller and request either a refund or the release of the Digital Assets. If a refund is initiated, the Buyer shall bear any related fees. Once the Digital Assets are released by the Seller, the Seller shall be solely responsible for any consequences arising from the release. MEXC shall not be liable for any losses or damages resulting therefrom. |
2. Overpayment
a. | Overpayment by Buyer | MEXC CS will contact the Seller and request a refund of the excess amount. The Seller will be given a timeframe to respond, based on the case. If the Seller refuses or fails to respond, MEXC CS will review the case and may freeze the Seller’s P2P access and assets until the issue is resolved. In cases where the Seller is unable or unwilling to provide a refund, MEXC shall not be held liable for the Buyer's mistake. Refunds are handled on a best-effort basis. MEXC reserves the right to suspend users who are uncooperative during the dispute process. |
3. Order cancelled after payment
a. | If the Buyer completes the payment but the order is cancelled — either by system timeout or by mistake | MEXC CS will review the submitted evidence. If payment is confirmed, CS will contact the Seller and request a refund within 24 hours. If the Seller refuses or does not respond, MEXC CS may freeze the Seller’s P2P access and assets until the issue is resolved. If the seller refuses to refund, MEXC is not liable for any loss resulting from the transaction. Users who are uncooperative during the process may be suspended or permanently restricted. |
4. Out of the norm requests
a. | Seller makes any out of the norm requests (e.g. requesting social media accounts, extra verification, additional fees, or asking the Buyer to provide contact details) | Additional verification If the Seller requests extra verification (e.g. screenshot of payment, selfie with ID), this must be clearly stated in the ad's trading terms before the order is placed. If the request was disclosed and the Buyer agrees, the trade can proceed. If the requirement was not disclosed or the Buyer refuses, MEXC CS will cancel the order. Other out-of-policy requests If the Seller makes requests that violate platform policy (e.g. asking for contact details, social media accounts, or charging extra fees):
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5. Offensive remarks and verbal attacks
a. | User used offensive language during the transaction. | If a user uses offensive or abusive language in chat, comments, or communication with MEXC CS, their access to MEXC P2P may be suspended. Repeated violations may result in permanent ban and account restrictions. Disciplinary actions are determined at the discretion of MEXC CS, based on the severity and frequency of the behavior. |
6. Fraudulent acts or behaviour during the transaction
a. | User committed fraudulent acts or behaviour during the transaction. | Users who have committed fraudulent acts or behaviour will have their access to MEXC P2P disabled permanently. All advertisements published by the fraudulent user will be removed. If the fraudulent acts or behaviour herein mentioned causes or is likely to cause a party to suffer any losses or damages, MEXC CS has the right to freeze or take any other appropriate action on the perpetrator's assets, including setting-off any available assets against the losses or damages suffered or is likely to be inflicted upon the wronged party. MEXC reserves the right to determine the nature and/or substance of any act or omission which may constitute fraudulent acts or behaviours. |
Appeals by the Seller
1. Payment not received
a. | The buyer has not paid but clicked [Mark as paid] or [Transferred, Next] | If the Buyer fails to make the payment, does not provide valid proof of payment (e.g. an untampered receipt from anofficial banking app/website), or cannot be reached within the given timeframe:
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b | Buyer claims that payment has been made but Seller did not receive funds | If the Buyer provides valid proof of payment, but the Seller claims the funds were not received:
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c | Buyer paid to an account that is not accessible by the Seller | If the Buyer transfers funds to an account that the Seller claims is inaccessible (e.g. a blocked, loan, or closed account), MEXC CS will first verify whether the Seller had clearly stated the correct payment method on the order page. Only the payment method details displayed on the system-logged order screen are considered valid and binding. Any instructions shared via chat messages, auto-replies, ad terms, or external messengers will not be treated as official.
If the Buyer transfers funds based on information that contradicts the official payment method shown on the order page (e.g., chat instructions, ad terms, auto-replies, or external messengers), and this results in the Seller being unable to receive the funds, the Buyer will be held fully responsible. In such cases, the order may be canceled, and MEXC CS will not consider unofficial instructions as valid grounds for appeal.
MEXC CS will only recognize payment method details visible on the order page as valid. Repeated violations by either party may result in permanent suspension from MEXC P2P. |
d. | Buyer violated payment terms (e.g. payment from a third-party account or multiple payments under one order) | If the Seller does not release the Digital Assets due to payment violations, such as a third-party payment or multiple transactions under the same order:
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2. Underpayment by Buyer
a. | Buyer underpaid for the Order. | If the Buyer pays less than the full order amount:
Uncooperative users may face P2P suspension, and MEXC is not liable for any resulting losses. |
3. Malicious buying behavior
a. | Buyer repeatedly places orders without intent to pay. | If a Buyer is found to be placing orders with no intention of completing payment — including actions intended to abuse the system by triggering the locking of the Seller’s Digital Assets, market manipulation, or other abusive behaviors — MEXC CS will investigate the case. Once confirmed, the account will be permanently suspended from MEXC P2P with no right to appeal. Additional platform restrictions may apply based on the severity of the abuse. |
4. Seller's account becomes blocked after receiving payment from Buyer
a. | Seller's account becomes blocked after receiving payment from Buyer. | If the Seller’s account becomes blocked (e.g. frozen or locked) after receiving the Buyer’s payment, the Buyer’s access to MEXC P2P will be suspended, and withdrawal of Digital Assets will be temporarily disabled until the issue is resolved or both parties reach a mutual agreement. Within 72 hours of receiving a request from MEXC CS, the Seller must provide evidence that the account block was caused by the Buyer’s actions (e.g. fraud report, chargeback, or bank dispute). The Buyer is required to fully cooperate and provide all necessary documentation to support the resolution process. If the Buyer fails to cooperate or submit required documents within the given timeframe, their MEXC P2P access will be permanently disabled, and their withdrawal rights may be restricted. |
5. Seller released crypto without confirming payment
a. | Seller released crypto without confirming payment | If a Seller releases crypto without confirming that full payment has been received in their account, they bear full responsibility for any resulting loss. MEXC will not intervene or be liable for unrecoverable funds. If the Buyer is unresponsive or refuses to cooperate, MEXC CS will suspend the Buyer's access to P2P services, and the Seller may escalate the case to law enforcement. Sellers are strongly advised to verify receipt of funds before releasing any assets. |
6. Offensive remarks and verbal attacks
a. | User used offensive language during the transaction. | If a user uses offensive or abusive language in chat, comments, or communication with MEXC CS, their access to MEXC P2P may be suspended. Repeated violations may result in a permanent ban and account restrictions. Sanctions are applied based on the severity and frequency of the behavior, at the discretion of MEXC CS. |
7. Fraudulent acts or behaviour during the transaction
a. | User committed fraudulent acts or behaviour during the transaction. | Users who have committed fraudulent acts or behaviour will have their access to MEXC P2P disabled permanently. All advertisements published by the fraudulent user will be removed. If the fraudulent acts or behaviour herein mentioned causes or is likely to cause a party to suffer any losses or damages, MEXC CS has the right to freeze or take any other appropriate action on the perpetrator's assets, including setting-off any available assets against the losses or damages suffered or is likely to be inflicted upon the wronged party. MEXC reserves the right to determine the nature and/or substance of any act or omission which may constitute fraudulent acts or behaviours. |
Disclaimers
- MEXC is not responsible for any losses in assets resulting from a user's failure to follow instructions from MEXC within the stipulated timeframe.
- MEXC is not responsible for any assets losses resulting from any trades conducted privately outside of MEXC P2P. All P2P transactions must be conducted exclusively through the MEXC P2P platform. MEXC and all users are prohibited from engaging in or supporting private transactions outside the platform. MEXC will not be held liable for any such activity.
- MEXC shall not be held liable for user-initiated errors, including but not limited to fraud by either the Seller or the Buyer, payments to incorrect accounts, failure to follow platform instructions, or any arrangements made off-platform.
- MEXC is not responsible for any losses arising from the use of incorrect or third-party communication channels, including but not limited to Telegram, WhatsApp, email, or phone calls. Users must conduct all communication related to P2P transactions and customer support exclusively through official tools integrated into the MEXC P2P platform. MEXC does not provide support or authorize any transactions conducted via external messaging platforms.
- MEXC reserves the right to take disciplinary action and/or any other actions MEXC deems appropriate and/or is in the best interest of MEXC or its user(s), including temporary or permanent suspension, against any user who attempts to manipulate the system, mislead Customer Support staff, defrauding the platform or other users, or exploit platform loopholes.
General Terms
- MEXC retains the rights to final interpretation and application of the terms and conditions prescribed under these Rules and the operations thereof.
- MEXC reserves the right to refuse processing disputes related to orders created more than 18 months ago. The reopening of appeals will be determined at the sole discretion of MEXC on a case-by-case basis.
- MEXC reserves the right to change these Rules from time to time for any reason. Access to MEXC P2P is subject to these Rules, the Service Agreement, and the Legal Documents, as they are amended from time to time and published on MEXC's website.
- These Rules have been drafted in English. Although translations in other languages of this document may be available, such translations may not be up to date or complete. Accordingly, you agree that in the event of any conflict between the English language version of this document and any other translations thereof, the English language version of this document shall prevail.
- All decisions made by MEXC CS in the resolution of disputes are final and not subject to further appeal, unless explicitly stated otherwise in these Rules.
- Users are expected to regularly review the updated version of these Rules. Continued use of MEXC P2P following any changes shall be deemed as acceptance of the revised Rules.
- MEXC may monitor and log user activities for the purpose of compliance, dispute resolution, and fraud prevention. By using MEXC P2P, users agree to such monitoring as part of platform usage.
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