[//]:content-type-MARKDOWN-DONOT-DELETE If you find any discrepancies between the C2C order information and the information provided by the counterparty, it is recommended that you directly contact the counterparty through the order chat window on the C2C order page. If your issue is still unresolved after communicating with the counterparty, you can submit an appeal, and our customer service team will provide you with further assistance. ### More Reading: - Common C2C dispute situations and solutions for canceled/fulfilled orders - C2C Dispute Resolution Rules ### Disclaimer: Gate shall not be liable for any asset losses resulting from a user's failure to follow Gate's guidelines within the specified time. Gate shall not be liable for any asset losses arising from private transactions conducted outside of the Gate C2C trading platform. All C2C transactions must be conducted through Gate’s official C2C trading platform, and Gate or its merchants will not engage in private transactions with users. **You can submit or withdraw an appeal by following the steps below:** --- ## Submit an Appeal ### App **Step 1: Submit an appeal request** On the order page, click **[Encountering Issues]** to enter the appeal process.

**Step 2: Choose a processing method** On the **Get Help** page, you can select from the following options: - **[Contact the other party]**: Try to communicate with the other party to resolve the issue. - **[Report the other party]**: If the other party exhibits malicious behavior. - **[Do not want to trade with the other party anymore]**: Add the other party to your blacklist to avoid future trades. If you require assistance from the platform, select **[I have other issues]** to submit an appeal.

**Step 3: Fill out and submit the appeal information** On the appeal page, select the reason for your appeal, upload supporting evidence (such as payment screenshots, chat logs, etc.), and click **[Submit]**.

--- ### Web **Step 1: Submit an appeal request** On the order page, click **[Have Questions]** to enter the appeal process. ![1](https://gimg2.gateimg.com/image/12_20250911_141850_b891db43016cc7520afd5a326f45d8c7.png) **Step 2: Choose a processing method** On the **Get Help** page, select from the following options: - **[Contact the other party]** - **[Report the other party]** - **[Do not want to trade with the other party anymore]** If you require platform assistance, select **[I have other issues]** to submit an appeal. ![1](https://gimg2.gateimg.com/image/15_20250911_142004_bdd51cd563728df5414b025be31ace7c.png) **Step 3: Fill in and submit the appeal information** Select the reason for your appeal, upload supporting evidence (e.g., payment screenshots, chat logs), and click **[Submit]**. ![1](https://gimg2.gateimg.com/image/14_20250911_142139_96f9b9eea169382e5356b81c2e4fbf7c.png) ![1](https://gimg2.gateimg.com/image/mm_20250911_142441_10128f7fb76640c3bcd8de39b81df32c.png) **Acceptable proof materials (with specific requirements) to help advance the appeal procedure for both buyers and sellers:** | Required Information | Details | | -------------------- | ------- | | Transaction Records and Video Verification | Must clearly display: (a) Successful login to your banking app (biometric login acceptable; if password login, start video verification from the two-factor authentication page). (b) Account page showing your name and account number. (c) Transaction records page. (d) Transaction amount, payer/recipient name, payment date, and time. | | Official Bank Statement | Must be issued by the bank in PDF format and clearly show: (a) Your account name (b) Your account number (c) Transaction details (d) Counterparty account details (e) Transaction amount | **Step 4:** After successfully submitting the appeal, the C2C customer service team will join the order chat within the estimated timeframe and provide assistance based on the first-in, first-out (FIFO) principle. --- ## Withdraw an Appeal If you submitted an incorrect appeal, or if the counterparty agrees to resolve the issue with you before the appeal is processed, you can withdraw your appeal. ### App **Step 1:** After the appeal has been submitted, you will see the **[Withdraw Appeal]** button at the bottom of the order page.

**Step 2:** Click **[Withdraw Appeal]**, and in the confirmation window, click **[Confirm]** to complete the action.

--- ### Web **Step 1:** On the order details page, find and click the **[Withdraw Appeal]** button at the bottom right. **Step 2:** A confirmation message will appear. Click **[Confirm]** to proceed. Your appeal will be withdrawn immediately. ![1](https://gimg2.gateimg.com/image/13_20250911_143104_938a533a141685b646201ba59274b361.png)

How to submit a complaint for an ongoing C2C order