Q: How do I make payments for fiat transactions?
A: Your funds will not be automatically deducted for fiat transactions. To complete the payment, you must make a transfer to the seller using the payment method they have specified, such as wire transfer, AliPay, etc. Please ensure that you double-check the payment method specified by the seller before making any transfers.
Q: Is it safe to send a payment to the seller?
A: All advertisers have passed our advanced verification process and must deposit a specified amount of their crypto assets before placing ads. Please rest assured that your transaction is secure.
Q: Is there anything I need to pay attention to for making a transfer?
A: To prevent your bank card from being frozen, we kindly ask that you refrain from using crypto-related terms such as “Bitcoin”, “BTC”, and “USDT” when making transfers. Also, if you attempt to make a bank transfer with an amount greater than 50,000 CNY on a public holiday or after 17:00 on a working day, there may be delays in the transaction. We advise you to split the payment to ensure timely arrival. Please note that if the payment does not arrive on time, the seller has the right to reject the transaction.
Q: Why did I receive a notification saying that the other party’s account is at risk when trying to make a transfer?
A: You may see a risk warning when making a transfer to the seller due to the adjusted risk control policies regarding third-party payment channels. If you are unable to complete your transfer, we advise you to go to the Order Details page and contact the seller for alternative payment methods.
Q: When can I receive the cryptos?
A: After you place the order, Poloniex will automatically lock the corresponding amount of cryptos owned by the seller. Once the seller confirms receipt of your transfer, the cryptos will be released to your spot account.
Q: Is there anything I need to pay attention to for receiving a transfer?
A: Please confirm receipt of the transfer in your account after the buyer makes the payment. For the time being, do not trust any text messages, screenshots of the transfer provided by the counterparty, or requests to release cryptos from anyone claiming to be a customer support agent. If you have not received the transfer from the buyer, please do not click “I Have Received the Payment” under any circumstances.
Q: The actual payment sender is different from whom I see on the platform. What should I do?
A: If the information of the actual payment sender differs from what you see on the platform, please return the payment to the sender for the security of your assets.
Q: What should I do if I haven’t received the transfer?
A: You may file an appeal if you still have not received the transfer five minutes after the buyer clicks “I’ve paid”. If the buyer fails to make the transfer before clicking “I’ve paid”, or the transfer has not arrived in one hour, you may also file an appeal.
Q: What should I do if I can’t release cryptos in time?
A: To ensure the timely execution of your transaction, please make sure that you stay online and are able to process orders promptly. Please reserve enough time for order execution to avoid any disputes.
Q: The buyer has been pressing me to release cryptos. What should I do?
A: Before clicking “I Have Received the Payment” and releasing the cryptos, please first confirm your receipt of the buyer’s transfer in your account (e.g. bank card, etc). DO NOT release cryptos to the buyer if you have not received the transfer, and you may chat with the buyer in the chat window.
Q: What is an appeal? How to file or cancel an appeal? On what basis will the decision of the appeal be made?
A: When a disagreement or dispute arises during a transaction, you may click “Appeal” on the Order Details page, and our appeal resolution specialist will handle the case. The specialist will make a decision based on the evidence provided by both parties in accordance with the transaction rules. After submitting the appeal, if you reach an agreement with the other party and decide to drop it, you may click “Cancel This Appeal” to terminate the process.
Q: Is there anything I need to pay attention to for filing an appeal?
A: Once you have submitted an appeal for an order, this order will enter the appeal process and cannot be further processed until the appeal is resolved or canceled. Poloniex holds the ultimate discretion in resolving any disputes in transactions. Poloniex may freeze accounts and, if necessary, assist judicial authorities in resolving cases involving intentional order freezing, fraudulent fund transfers, or other suspected fraudulent activities during transactions. Please ensure that you keep the chat history as a reference for your appeal.
Q: Can I file an appeal multiple times?
A: A maximum of three appeals is permitted for a single order.
Q: How to track the progress of my appeal?
A: After submitting an appeal, you can track its progress in the chat window on the Order Details page. Once the appeal resolution specialist gets involved, a three-way discussion will be initiated between you, the other party, and the specialist through the chat window.
Q: What should I do if I decide to drop the appeal?
A: If you have reached an agreement with the counterparty after the appeal is submitted, you can click “Cancel This Appeal” on the Order Details page.
Q: How should I respond to order appeals?
A: If someone submits an appeal against you, it is recommended that you communicate with the appeal resolution specialist and the other party through the chat window on the Order Details page and provide evidence to support your case.
Q: If someone files an appeal against me for failing to release the crypto on time, what consequences can I expect?
A: If the other party has made the payment in compliance with all the rules and the order status shows “I’ve paid”, you should promptly release the crypto. Your counterparty is entitled to a refund by filing an appeal. If you refuse to send the fund back, Poloniex will release the crypto to the buyer and freeze your account.
Q: What should I know about price-related appeals?
A: Please double-check the price of the crypto you intend to sell. In the event of a dispute arising from discrepancies in the advertised price, the assets will be awarded to the buyer if they are in compliance with the rules.
Q: What else should I pay attention to regarding order appeals?
A: Poloniex holds the ultimate discretion in resolving any disputes in transactions. Poloniex may freeze accounts and, if necessary, assist judicial authorities in resolving cases involving intentional order freezing, fraudulent fund transfers, or other suspected fraudulent activities during transactions.
Q: What should I do if my order is canceled automatically?
A: If you have made a payment, but the order status does not show “I’ve paid”, Poloniex will cancel the order automatically once it expires. We advise that you first communicate with the seller through the chat window on the Order Details page to seek a resolution. If an agreement cannot be reached, you may submit an appeal to request help from our appeal resolution specialist.
Q: Can I cancel unpaid orders?
A: If you have already paid the seller, please do not cancel the order under any circumstances! However, you are free to cancel any unpaid orders. Please be aware that you will be restricted from placing buy orders if you repeatedly cancel orders.
Q: What will happen if I cancel orders multiple times?
A: You can cancel up to 4 orders daily either voluntarily or due to system timeouts. Otherwise, you will be restricted from placing orders. If you choose to place an order in the Optional Mode and your order is not matched, you can cancel it freely, and this will not count towards the daily limit of cancellations.
Q: What should I do if I have received the payment but find out the order is canceled?
A: If the buyer has completed the payment but failed to confirm the order status as “I’ve paid”, which leads to the cancelation of the order, please promptly contact the buyer to seek a resolution. You may proceed with the transaction by filing an appeal to reopen the order, or you can cancel it and send the fund back to the buyer by the original payment method.
Q: Can I cancel orders as a seller?
A: Currently, order cancellation can only be conducted by buyers. Please reach out to the buyer when you encounter any transaction issues.
Q: Where can I find my order history?
A: It’s in your order list. Click “Go Now,” and you will find your order history. Go Now