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Steps to take if a merchant hasn't released your crypto

By: WEEX
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If you've completed payment for a P2P order but the merchant hasn't released your crypto, follow the steps below.
 

  1. Confirm that your payment was successful

Before taking further action, log in to your bank or payment account and verify that the transaction was completed successfully.
  • Check that the payment amount matches the P2P order.
  • Confirm that the recipient's account details are correct.
  • Check the transaction status and payment time.
  • Make sure the funds have actually been transferred. A payment screenshot alone does not guarantee that the transaction was successful.
 

  1. Contact the merchant

If your payment was successful, contact the merchant through the order chat.
  • Inform the merchant that you have completed the payment.
  • Provide the relevant payment details or proof of payment if requested.
  • Ask the merchant to check their receiving account and release the crypto once the payment is confirmed.
Keep all communication within the WEEX platform so that the conversation can be used as a reference if further assistance is needed.
 

  1. Contact WEEX customer support or submit an appeal

If the merchant does not respond for an extended period or confirms receipt of payment but still does not release your crypto, contact WEEX's customer support or submit an appeal through the order page, if this option is available.
To help us review your case, prepare the following information:
  • P2P order ID
  • Payment amount and transaction time
  • Proof of payment, such as a bank transfer receipt or transaction record
  • Relevant payment account details
  • Screenshots of your communication with the merchant
Please ensure that the submitted information is clear and complete.
 

  1. Wait for the review result

After submitting your appeal or contacting customer support:
  • Monitor your messages and notifications for updates.
  • Provide any additional information requested by the support team.
  • Do not cancel the order or withdraw your appeal while the issue is under review.
  • Do not make additional transfers or pay any extra fees requested by the merchant outside the order.
The platform will review your case based on the available evidence and applicable P2P rules. Submitting an appeal does not guarantee an immediate release of crypto.
 

  1. How to avoid similar issues

To reduce the risk of encountering this issue in future P2P transactions:
  • Choose merchants with a good order completion rate and trading history.
  • Make payments only from an account registered in your own name.
  • Carefully verify the recipient's payment details and the order amount before transferring funds.
  • Return to the WEEX order page and mark the payment as completed immediately after making the transfer.
  • Keep your payment records and order chat history.
  • Communicate with the merchant only through the WEEX platform.
 
Important: Never mark an order as paid unless you have actually completed the transfer. If you have already made payment, do not cancel the order or make another payment to resolve the issue.
 
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