Last edited: 17th June 2023

Buyer's Appeal

1. Order cancelled:

If the order's time limit was exceeded and the system automatically cancelled this order, but the buyer still completes the payment offline, or the buyer cancels the order by mistake after completing the payment, Bitbarter customer service agents will contact the seller for a refund on a best-effort basis. If the seller refuses the refund, the buyer shall be responsible for the loss of funds. Bitbarter shall not be responsible for any losses incurred as a result of the transaction if the seller refuses to refund. Users who are uncooperative during the procedure may be suspended by Bitbarter.

1. The amount paid and the quantity ordered does not match:

Bitbarter customer service professionals will contact the seller for a refund if the real amount paid by the buyer is greater than the order amount and the buyer clicks on the "Paid" button. The customer is responsible for the loss of funds if the seller refuses to reimburse. Users who are uncooperative during the procedure may be suspended by Bitbarter.

1. The seller failed to release the cryptocurrency on time:

If the seller does not release the crypto within 15 minutes after the buyer successfully completes the purchase using the real-time payment method, Bitbarter customer care representatives will contact the seller to release the crypto. If the seller does not answer within a certain amount of time, the Bitbarter customer service employee will investigate if the transaction actually happened and release the cryptocurrency forcibly if yes.

If the buyer utilised a non-instant payment method and the seller did not receive the payment in a timely manner, Bitbarter customer care representatives will contact the seller and request that the coin be released within two working days. If the money is not received within the specified time frame, the seller must notify customer care immediately. It will be assumed that the payment was received if the seller has not notified us. Customer support representatives from Bitbarter will compel the release of the cryptocurrency.

1. The customer has paid the correct amount from his or her own payment account (the holder's identity matches the KYC-confirmed name), but the seller refuses to release the crypto and/or is negotiating a higher price.

The order will be manually released by a Bitbarter customer care agent unless the price is exceptionally low (-20% market price).

1. When transferring funds, the buyer left a particular message, and the seller is yet to release the cryptocurrency:

When transferring money, if the buyer mentions words like "Digital currency, C2C/P2P, Bitbarter, BTC, etc" or other sensitive information in payment remarks (despite the seller's terms not allowing such words), Bitbarter customer service agents will contact the seller to either release the token or refund the money. The buyer shall cover any fees incurred by the payment method during the refund.

1. Offensive language:

When two parties use offensive language during the conversation, if the party has been appealed for 2 times or more due to offensive language, part of the user's account functions will be suspended.

Seller’s Appeal

1. The buyer selected “Mark Paid”.

If the buyer does not pay, does not provide proof of payment, or cannot be reached within a certain time frame, the Bitbarter customer care professional will cancel the order for the seller's advantage. If an order is cancelled three times or more due to non-payment, a portion of the user's account functions will be disabled.

If the buyer pays but the seller does not receive payment, Bitbarter customer care professionals will contact the seller to arrange for the release of the cryptocurrency within two working days. Bitbarter customer care employees will release the cryptocurrency if it has not been released within the specified time. If the crypto cannot be released routinely, the seller must call customer service to communicate the same; if the seller does not contact customer service, payment will be assumed to have been received.