You have already paid, but the merchant has not released the coins for a long time—this is the most worrying scenario in C2C trading. The good news is that Binance has a mature handling mechanism for this situation. As long as your evidence is complete, you can almost always get back your USDT or fiat currency. First, ensure you are using official channels: place orders through the Binance Official Website, keep all chat screenshots in the Binance Official APP, and iPhone users can refer to the iOS Installation Tutorial to install the genuine APP. Core conclusion: If the merchant does not release coins 15 minutes after payment, you can appeal. Platform customer service will intervene within 72 hours, and buyers with sufficient evidence have a success rate of over 95%.
1. Common Reasons for Non-release of Coins
A merchant not releasing coins is not necessarily an attempt to scam you; most are technical or cognitive issues. Understand the reason first, then choose a strategy.
Step 1: Identify if the merchant is "busy" or "maliciously delaying"
It is normal for there to be no movement in the first 5 minutes after payment, as many merchants need to aggregate receipts from multiple channels. But if there is no response for more than 10 minutes, you should be alert. Distinguishing methods:
- Technical Delay: The money you paid hasn't arrived in real-time, inter-bank transfer is slow, or the other party's network is laggy.
- Malicious Delay: The merchant is clearly online but just won't click to release, or deliberately says "I haven't received it."
Step 2: Communicate Proactively
Open the order details page, click "Chat," and use a standard script:
"Hello, I have paid XXX [Currency] at XX:XX via XX payment method. Transaction reference: XXXXXX. Please verify and release the coins, thank you."
Attach a screenshot of your payment (must show the other party's account, amount, time, and success status). Normal merchants will release coins within 1-2 minutes after seeing the proof.
Step 3: Observe the Merchant's Reaction
- If they reply normally with "Received, releasing now," they are just busy; wait 5 minutes.
- If they play dumb and say "Not received, please transfer again," this is a sign of fraud; absolutely do not transfer again.
- If they read but don't reply, prepare to appeal immediately.
2. Complete Appeal Process
Timing for Appeal: 15 Minutes After Payment
Binance rules state that merchants should release coins within 15 minutes after successful payment. After this time, the system will activate the "Appeal" button on the order page. This time is not fixed; if you are certain the merchant is scamming you, you can appeal early without waiting the full 15 minutes (enter through the "Dispute" portal).
Materials Needed for Appeal
Gather your materials before clicking appeal; otherwise, customer service will handle it slowly without evidence:
- Payment Proof: Bank/payment app transfer success page, showing the other party's account + amount + time.
- Bank Statement: If using payment apps, keep the transaction details page within the app.
- Chat Records: Screenshots of all dialogues within the order, especially where the merchant promises to "release coins soon."
- Order Number: Found at the top of the order details page, a 19-digit number starting with "P2".
- Merchant Account: The merchant's Binance nickname + ID.
Formal Appeal: Three Steps to Submit
- Click the "Appeal" button on the order page.
- Select the reason for appeal: "Merchant did not release coins after receiving payment."
- Upload all evidence files and click "Submit."
After submission, the order status changes to "Appealing," which the merchant will also see, and customer service takes over.
Customer Service Response Time
- 0-4 Hours: Automatic review by customer service; simple cases (complete evidence) are decided directly.
- 4-24 Hours: Ordinary cases; manual review of evidence from both parties.
- 24-72 Hours: Complex cases (large amounts, legal involvement); assigned to senior customer service.
3. Appeal Results and Waiting Time Comparison Table
| Case Type | Judgment Standard | Average Handling Time | Success Rate |
|---|---|---|---|
| Clear payment screenshot + no merchant response | Forced release of coins | 1-4 hours | 99% |
| Disputed amount difference | Review of statements from both sides | 24-48 hours | 85% |
| Merchant claims receiving counterfeit money | Request for third-party proof | 48-72 hours | 70% |
| Orders involving frozen cards | Wait for frozen card result | 7-30 days | Depends on situation |
| Merchant ran away/account banned | Compensation from security deposit | 3-7 days | 95% |
4. Strategies for Different Scenarios
Scenario 1: Merchant says "Your remark is incorrect, I can't release coins."
This is a common excuse for merchants. Verification method:
- Check "Merchant Remarks Requirements" on the order details page—this shows his original required remarks.
- Compare with your actual remark.
- If you followed the requirements, ignore him and appeal directly; customer service will rule in your favor.
- If you really made a mistake, you can negotiate: the merchant might ask you to send another 0.01 transfer with the correct remark as a "marker."
Scenario 2: Merchant says "My bank account is frozen, I can't release coins."
This is the most dangerous signal. It means the merchant's receiving card has been reported for fraud, and the money you transferred is likely to be frozen. Response:
- Appeal immediately and keep all evidence.
- Simultaneously check the status of this transfer with your own bank.
- If the bank tells you the funds are frozen, contact the local police immediately.
- Prepare the three sets of materials: order + chat + statement.
Scenario 3: Merchant releases coins partially (e.g., 90%)
Rare but happens. The merchant says "Take the rest tomorrow"—this is a default. The Binance order system does not support partial release; once released, it's full. So his "give the rest tomorrow" has no basis. Appeal immediately to let customer service recover the difference.
Scenario 4: Merchant releases coins but asks you for an "extra 100 as handling fee"
100% scam. Binance C2C is fee-free for buyers. Any claim asking you to "transfer another sum" is a classic scammer tactic—they release the first sum to lower your guard and then run away after scamming the second sum. Stop any extra transfers immediately and report.
5. FAQ - Frequently Asked Questions
Q: After a successful appeal, are coins deducted from the merchant's account or from Binance? A: Deducted from the merchant's C2C security deposit. Binance requires every merchant account to freeze a certain amount of USDT as a security deposit to pay for disputes. Even if a merchant runs away, Binance can use this deposit to compensate the buyer.
Q: Can I appeal again if the appeal fails? A: In principle, you can only appeal once for the same order. However, if you have new evidence (e.g., later discovering the other party is part of a scam group, or police intervention), you can apply for a secondary review through "Contact Online Customer Service." The reasons need to be more substantial.
Q: I found less USDT was deducted after the merchant released coins. What should I do? A: First, take a screenshot and calculate the difference. Then, click "Feedback" on the order page, choose "Negative," and contact online customer service to submit a "Discrepancy in Order Amount" ticket. If the difference is > 5 USDT, Binance usually investigates. A common reason is that the merchant set an incorrect exchange rate and changed it temporarily.
Q: Is the appeal still useful if the merchant has an overseas account? A: Yes. Binance is a global platform; all merchants are subject to the same set of rules, and security deposits are uniformly frozen on the platform. The only difference is that if it involves a legal dispute between two countries, the customer service response might be 1-2 days slower.
Q: Can I cancel the order during the appeal? A: No. Once the order enters the appeal state, the system freezes all operations; you can only wait for the customer service judgment. This design is to prevent either party from privately cancelling and causing evidence loss during a dispute. What you need to do is keep evidence, wait patiently, and reply to supplementary questions from customer service at any time.