1. What is an Appeal?
An appeal refers to the formal process where users submit a request to the SaviCoin platform for resolution when disputes, abnormalities, or transaction disagreements occur during a transaction. The platform's customer service intervenes to coordinate and adjudicate. It is recommended to initiate an appeal promptly if you encounter the following situations during a transaction:
Applicable situations for appeal:
• Order cancelled without reason after payment
• Payment amount does not match the order amount
• The counterparty does not follow order rules
(e.g., seller does not release coins / buyer does not pay)
• Malicious behavior by the counterparty
(e.g., insults, threats, malicious delays, etc.)
• Abnormal risk behavior during the transaction
• Suspected fraud or abnormal fund transactions
Important reminder:
If you cannot reach an agreement with the counterparty, please initiate an appeal promptly.
SaviCoin platform customer service will fairly and impartially review and adjudicate based on the evidence submitted by both parties.
2. Detailed Appeal Rules
1. Buyer Appeal Rules
Order Abnormal Cancellation
If the buyer has completed payment but the order was cancelled due to:
• Timeout
• Network issues
• Misoperation
or other reasons.
The buyer should:
Immediately initiate an appeal.
The platform customer service will assist both parties in verifying the funds.
If both parties reach an agreement:
A new order can be created without requiring repeated payment.
Prohibited behavior:
The buyer must not cancel the order independently before the seller releases the coins.
Otherwise, it may result in:
• Loss of funds
• Transaction disputes
• The platform being unable to assist in recovering funds
Payment Amount Discrepancy
If the buyer’s payment amount does not match the order amount, including:
• Overpayment
• Underpayment
• Incorrect payment amount
The buyer may submit an appeal request.
In cases of overpayment, the buyer may request the seller to refund the excess amount.
If the seller refuses to refund, the buyer may bear the related risks.
Seller Does Not Release Coins
If the buyer has completed payment but the seller has not released the coins within 10 minutes, it is recommended to first contact the seller.
If there is no response after 1 hour, the buyer can immediately initiate an appeal.
For:
• Delayed receipt
• Non-real-time payment methods
Both parties are advised to negotiate a refund or wait for the funds to arrive.
Seller Maliciously Raising Prices
If the seller refuses to complete the transaction at the order price:
The buyer has the right to initiate an appeal.
Unless:
The market price fluctuates by more than 5%
The platform will generally handle the case based on the order price.
Verbal Abuse and Malicious Behavior
If the transaction involves:
• Insults
• Threats
• Malicious harassment
• Uncivil language
Users may immediately initiate an appeal. The platform will take action according to the violation.
Repeated violations may result in:
• Account function restrictions
• Suspension of trading privileges
• Account freezing
2. Seller Appeal Rules
False Payment Marking
If the buyer clicks: [I have paid] but the seller does not actually receive the funds within 15 minutes:
The seller may initiate an appeal. If the buyer does not pay within 2 hours, the seller may apply to cancel the order.
Payment Information Mismatch
If the buyer uses:
• A non-real-name verified account for payment
• Someone else’s account for payment
• An account inconsistent with the platform’s real-name information for payment
The seller has the right to refuse the transaction.
Risk reminder:
If the seller accepts non-real-name payments, resulting in:
• Bank card freezing
• Account risk control
• Judicial investigation
The platform may, depending on the situation:
• Restrict merchant permissions
• Cancel merchant qualifications
Misoperation: Premature Coin Release
If the seller releases coins before confirming receipt of funds,
The seller should immediately contact platform customer service and initiate an emergency appeal.
Special note:
Digital assets have irreversible on-chain characteristics.
The success rate of asset recovery cannot be guaranteed.
Verbal Abuse and Malicious Behavior
If the buyer engages in:
• Insults
• Threats
• Malicious harassment
etc.,
The seller may submit an appeal, and the platform will take corresponding measures based on the severity of the violation.
3. Appeal Operation Guide
How to initiate an appeal?
Users can follow these steps to file an appeal:
Step 1: Go to [Order Management]
Step 2: Select the corresponding abnormal order
Step 3: Contact the platform’s online customer service
Step 4: Submit complete appeal evidence, including but not limited to:
• Payment receipts
• Bank statements
• Chat records
• Order screenshots
• Other relevant proof materials
Step 5:
Wait for platform customer service to intervene and handle the case.
4. Appeal Handling Process
Processing Time
For ordinary cases, processing time is usually 24 - 48 hours. For complex cases involving:
• Bank freezing
• Judicial investigations
• High-risk funds
• Cross-regional payment issues
The processing time may be appropriately extended.
Enforcement of Decisions
After the platform completes the review:
Both users must comply with the final decision.
If a user refuses to cooperate, the platform has the right to take measures including but not limited to:
• Restricting account functions
• Suspending trading privileges
• Freezing accounts
• Restricting withdrawals and other risk control measures.
5. Key Security Reminders
Transaction Security Guidelines
Users must strictly follow the following security requirements:
• Conduct transactions strictly using real-name verified accounts
• Rely on actual receipt of funds
• Do not trust screenshots, SMS, or forged proof
• Immediately appeal if abnormalities are found
• Do not cancel orders privately
• Report scams promptly to platform customer service
Improving Appeal Processing Efficiency
To improve appeal review efficiency, please provide:
• Complete and clear evidence chain
• Genuine and valid chat records
• Complete payment records
• Supplementary materials as required by the platform
Users should actively cooperate with platform customer service to complete investigations.
6. Final Statement
The SaviCoin platform reserves the final right to handle malicious appeals, false appeals, and violations of transaction rules.
Including but not limited to:
• Account restrictions
• Asset freezing
• Cancellation of merchant qualifications
• Cooperation with judicial and regulatory investigations
All users are requested to trade honestly and jointly maintain a:
• Safe
• Fair
• Compliant
• Stable digital asset trading environment.
Comments
0 comments
Article is closed for comments.