2025-04-10 19:14:49Peer-to-peer (P2P) order disputes can arise for various reasons, often related to misunderstandings between the parties involved, differences in expectations, or non-fulfillment of a buyer or seller’s obligations.
As outlined in the P2P Terms of User Service, engaging in P2P trading carries inherent risks, as transactions rely on mutual trust between counterparties. In the event of a dispute, Bybit may offer mediation as a goodwill gesture; however, we cannot guarantee that the resolution will always be in your favor.
With the above point in mind, please understand that the P2P appeal review process may take some time due to various factors, including but not limited to the possible reasons below. However, it is possible to expedite the appeal process. Please read the following articles for further information:
Possible causes of delays in P2P Appeal Judgement
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Possible Reasons for "Under Review" Status |
Explanation |
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Pending proof |
The very first proof required before handling a P2P appeal is the payment proof from both the buyer and the seller:
Considering how easy it is to make fake screenshots and following Bybit’s compliance policies, only videos are accepted as proofs during P2P appeals. These videos should also showcase the specific information requested by our support.
To ensure your P2P appeal is processed as soon as possible, make sure to double-check if you have provided the support with the required video proof highlighting the necessary details within the given processing time. |
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Pending proofs from your counterparty |
To ensure fair judgment, both the appellant's and the appellee’s opinions will be considered. Fairness and justice require that both parties be given adequate time to present their rebuttals and defend their positions. This process helps prevent the submission of misleading evidence or fabricated claims intended to sway the resolution unfairly. A specific timeframe will be provided for the counterparty to submit the required proof. During this period, the P2P appeal will remain under review, and no final decision will be made until we receive the counterparty’s response or the timeframe expires. If the counterparty fails to respond or provide valid proof within the given timeframe, we will proceed with reviewing the P2P appeal accordingly. |
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Pending transaction to be completed |
Although our P2P Terms of User Service emphasizes that it is strongly recommended to use instant payment methods for fiat transactions, there are instances where payment delays may occur with the payment provider, particularly in certain countries or regions, where transactions are not commonly instant.
In such cases, waiting for a few days is the safest course of action as requesting payment reversal may ultimately expose both parties to unnecessary compliance risks and may result in bank accounts being frozen eventually.
We will need to allow the payment service provider some time to process transfers. If the transfer exceeds a reasonable processing time, we will intervene again and provide users with advice, based on the situation. |
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Pending validation of the proofs |
Validating the proofs received is challenging and time-consuming, especially when both parties have provided proofs that indicate a conflicting fact.
Various methods such as technologies, research, comparison, and motivation analysis are used in screening true and false claims from traders. While this process may take some time, it ensures that we can make a fair judgment to the largest extent.
Several teams can be involved to validate the information received which may extend the handling time of a P2P appeal. In such cases, please make sure the proofs you sent are clear and in the best possible resolution and allow some additional time to process your request. |
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Pending refund of payment |
In certain situations where one party wishes to cancel or refuse the trade, or in cases involving potential asset loss, we will advise users to proceed with a refund of the payment.
We will first attempt to persuade users to cooperate in resolving the order dispute until the final deadline. Therefore, until your order dispute is resolved, we may be engaged in negotiations with your counterparty. |
Once the necessary proofs have been reviewed, our team will be able to process your P2P appeal dispute.
P2P Appeal Handling Steps in Different Scenarios
Please find below some common scenarios as well as the different steps taken to resolve a P2P dispute:
1. Third-Party Payment
Bybit will not assist in completing orders that violate our Terms and Conditions as Third-party payment is strictly prohibited on Bybit.
For traders using Third-Party Payment in P2P trading who have been appealed by their counterparty, we will advise the Seller to proceed with a refund. The order will be canceled once the refund has been confirmed as received.
Considering that the refund process is time-consuming and requires cooperation from both parties, many disputes regarding such orders may experience delays and, in some cases, remain unresolved for extended periods.
2. Deferred Payment
Some countries, payment methods or currencies, such as NGN, EUR, GBP, UAH, and RUB, will require a longer transfer processing time than others. In such cases, a P2P appeal request can be submitted by either party for non-reception of the funds while the payment is still processing on the other end.
We will typically allow 3-5 days for the funds transfer to be completed.
However, if the usual timeframe has passed, we will process the P2P appeal as follows:
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For the Buyer: Advise to inquire the payment provider for the transfer details.
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For the Seller: Ask to wait for payment processing. If the seller prefers not to wait any longer, we will assist in canceling the order after validating the seller's proof of payment not received.
If the buyer's payment is transferred successfully after the order is canceled, please follow the steps below:
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For the Buyer: Place another order with the SAME seller and amount for the seller to release the coin.
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For the Seller: Transfer the coin to the buyer manually via Bybit’s Internal Transfer function.
3. Bank Freeze
In many countries, personal banking accounts are prohibited for business usage and trading purposes which can lead some banks to freeze fund transfers that may be used for trading. In the scenario of one trader's bank account being frozen, a P2P appeal request can be sent to solve the situation.
Bybit, as a trading platform, does not have any business relationship with the payment method providers displayed on the site. Thus, sellers need to consult their banks and then inform us whether they still wish to proceed with the transaction:
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If the seller decides to proceed: The order will be completed once the necessary payment steps are resolved.
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If the seller chooses to cancel the order: Bybit will assist in initiating the refund process. However, please be aware that the refund may be delayed or put on hold if the seller's bank account remains frozen. Refunds can only be processed once the account has been unfrozen.
4. Scam
Crypto Scams have increased due to their lucrative values and it can happen when doing a P2P trade.
Two types of scams can be identified:
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General fraud techniques, like impersonating Bybit Support or providing fake proof,
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Complex fraud techniques, like the triangle scam or the Man-in-the-Middle Scam explained here.
If a user believes he has fallen prey to a P2P scam, he can submit a P2P appeal request.
The handling time and process will depend on the amount of evidence provided to prove the act of scam.
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For general fraud techniques, we can make the judgment almost immediately and take action against the scammer right away.
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For complex fraud techniques, we will gather solid evidence both within our platform and from other sources. Depending on the information collected, the investigation time may be shortened effectively.
However, in case not enough evidence is found, it will be more difficult to provide a dispute resolution. As such, please make sure to follow the advice indicated in this article to avoid falling prey to a P2P crypto scam.
Overall, handling P2P order disputes differs significantly from regular customer service inquiries. When dealing with P2P disputes, our support team must communicate with both the buyer and the seller simultaneously, understand the nature of the conflict, and assist in reaching a resolution. As such, traders should have a thorough understanding of the trading products and rules, ensuring they are capable of managing the associated risks before engaging in P2P transactions. This helps minimize the likelihood of disputes or appeals arising.
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