How to submit an appeal related to an ongoing P2P order?

Announcements How to submit an appeal related to an ongoing P2P order?

2024-02-18 23:31:43 UTC 4839 Read

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Should you notice any discrepancies between the P2P order details and the information given by your trading counterparty, it's advisable to first reach out to them using the chat function available on the P2P order page. In the event that the matter remains unresolved even after direct communication, you have the option to file an appeal. Upon doing so, our customer support team will step in to assist with the issue.
An appeal for your order can only be submitted if it is labeled as "Payment to Receive". For process of appeal,  you can refer to this guide to operate.Please note that even while you can submit an appeal, it does not guarantee full recovery of your losses.
 
**Read also:**
-[Common Disputes related to Canceled/Completed P2P Orders and Solutions](https://www.gate.io/help/c2c/common_issues/34601 "Common Disputes related to Canceled/Completed P2P Orders and Solutions")
-[Gate.io P2P Appeals Handling Rules](https://www.gate.io/help/c2c/common_issues/32431/gate.io-p2p-complaint-handling-procedures "Gate.io P2P Appeals Handling Rules")
 
**Disclaimer:**
Gate.io is not responsible for any loss of assets caused by the user's failure to perform required actions according to Gate.io's instructions during the designated time period.
Gate.io does not bear any liability for asset losses incurred by users who engage in private transactions with parties outside of the official Gate.io P2P trading platform. It is mandatory that all P2P trades on Gate are carried out through the official platform. Merchants are prohibited from conducting private transactions with users.
 
An appeal can be filed only when the order is marked as "Payment to Receive". Below is the guide on steps on how to file and withdraw an appeal. 
 
-Submit an appeal
-Withdraw an appeal
 
**Submit an appeal**
**For App**
Step 1: Go to the P2P order page, find the "Have questions" section, and click "Appeal".
<img src="https://gimg2.gateimg.com/image/article/17099772751.png" alt="" width="300"  />

Step 2: In the "Problem Description" box, provide a detailed account of your issues. Attach any necessary supporting documents, and then click "Submit" to proceed.
<img src="https://gimg2.gateimg.com/image/article/17099773062.png" alt="" width="300"  />

**For web**
Step 1: Find the order you wish to cancel in your order list and click the button, or go to the order details page and click "Appeal" there.
-Appeal on the Order List
<img src="https://gimg2.gateimg.com/image/article/17099773263.png" alt="" width="800"  />

-Appeal on the order details page.
<img src="https://gimg2.gateimg.com/image/article/17099773424.png" alt="" width="800"  />

Step 2: In the "Issue Descriptions" box, provide a detailed account of your issues. Attach any necessary supporting documents, and then click "Submit" to proceed.
<img src="https://gimg2.gateimg.com/image/article/17099773615.png" alt="" width="800"  />
 
The table provided outlines the acceptable supporting materials for the appeal process and specifies the requirements for each category. Submission of proper supporting materials can help expedite the resolution of the dispute:
<img src="https://gimg2.gateimg.com/image/article/17099773976.png" alt="" width="500"  />

Step 3: Once your appeal has been successfully submitted, you will be queued for assistance from our P2P customer support team. They will reach out to you following a first-in, first-out (FIFO) approach.
 
**Withdraw an appeal**
You can withdraw a misfiled appeal. Additionally, if the counterparty contacts you with the intent to resolve the issue before the appeal is processed, you may also retract the appeal. For these situations, please see the guide below on how to withdraw an appeal.

**For App**
Step 1:  Click on "Orders," then select "Disputed," and you'll see a list of orders that are currently in the appeal process.
<img src="https://gimg2.gateimg.com/image/article/17099774307.png" alt="" width="300"  />

Step 2:Select the order in question to navigate to its specific appeal page, and then click on "Withdraw the appeal."
<img src="https://gimg2.gateimg.com/image/article/17099774678.png" alt="" width="300"  />

Step 3: Click "Yes" , and then the appeal will be successfully withdrawn.
<img src="https://gimg2.gateimg.com/image/article/17099774859.png" alt="" width="300"  />

**For web**
Step 1: Access the withdrawal page, then click the "Withdraw the request" button located in the upper right corner of the page.
<img src="https://gimg2.gateimg.com/image/article/170997749910.png" alt="" width="800"  />

Step 2: When the confirmation window appears, click "Sure" to immediately withdraw your appeal.
<img src="https://gimg2.gateimg.com/image/article/170997751811.png" alt="" width="300"  />

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