Here's the short answer: if you paid on C2C but haven't received your coins, first message the merchant directly on the order page (this resolves 5-15 minutes in most cases), and if there's no response after 15 minutes, tap the "Appeal" button. Binance support will freeze the merchant's deposit and investigate the transfer records, typically producing a result within 1-24 hours. The vast majority of appeals — over 95% — succeed, and your money isn't lost. Before you prepare an appeal, log in with the Binance Official Site; open the Official Binance App to file the appeal more directly on mobile, and if you can't install it on iPhone, see our iOS install guide.
C2C is a peer-to-peer trade where Binance acts as an escrow and matching service. It's common for a merchant not to release right after payment, but over 95% of these cases are resolved. Here's the full appeal process, broken down step by step.
| Reason | Share of Cases | Difficulty to Resolve |
|---|---|---|
| Merchant was busy and hasn't confirmed yet | 50% | Low, wait 15 minutes |
| Merchant's bank is slow to show the deposit | 20% | Low, wait 30 minutes |
| Merchant is temporarily offline | 15% | Medium, contact support |
| Transfer details don't match | 10% | Medium, provide proof |
| Merchant is deliberately withholding release | 5% | High, must appeal |
Over 90% of "coins not received" cases are simply delays, not malicious behavior. Don't panic right away.
Once you tap "Paid" on the order, start a timer:
Open the order page and find the chat window. Template:
Hi, I've paid [amount] to your card ending in [1234], at [HH:MM:SS], order number [123456]. Please check and confirm.
Attach a screenshot of your transfer to the chat. Most merchants will confirm and release as soon as they see it.
| Response Type | Meaning | What to Do |
|---|---|---|
| "Confirming now, one moment" | Merchant is checking their bank statement | Wait another 5-10 minutes |
| "Haven't received it" | Your transfer may be delayed | Check your own bank records |
| "The amount is wrong" | You transferred the wrong amount | See below |
| No response | Merchant is offline | Appeal directly |
| "Please transfer again" | Very likely a scam | Appeal immediately, don't transfer again |
That last type is a scam — the merchant pretends they haven't received the money to trick you into transferring a second time. Never make a duplicate transfer; appeal immediately instead.
At the bottom of the order details page is an "Appeal" button. Clicking it opens the appeal form:
| Field | What to Enter |
|---|---|
| Reason for appeal | Select "Paid but not released" |
| Detailed description | A timeline plus your communication with the merchant |
| Evidence upload | Transfer screenshot + bank statement |
Text template:
I created order [123456] at [date, HH:MM] and transferred [amount] to merchant [name]'s bank account ending in [digits]. Proof of the successful transfer is attached. I've tapped "Paid" and messaged the merchant [X] times asking them to release, and the merchant [describe their response]. As of [time], I still have not received the USDT. Please have support step in.
You must upload:
Bonus evidence:
Once your appeal is submitted:
| Situation | Average Time |
|---|---|
| Merchant received payment but forgot to release | 1-3 hours |
| Merchant claims they didn't receive payment | 6-24 hours |
| Merchant fully uncooperative | 24-72 hours |
| Complex cases (involving account freezes) | 3-7 days |
Support may reach out via ticket or email, asking you to:
Answer truthfully — don't fabricate details.
Binance will require the merchant to:
If the merchant can't provide it, Binance will rule in your favor and transfer USDT from the merchant's deposit to you.
This is the most common outcome. USDT is deducted from the merchant's deposit and credited to you, landing in your spot wallet. The order closes.
If the merchant's bank statement shows they never received your funds, support will ask you to check with your own bank:
In this case, your money usually hasn't disappeared — it just never reached the merchant. You need to:
In rare cases, the evidence is inconclusive. Binance's process:
The merchant may ask you to add them on QQ, WeChat, or Telegram. This is a trap:
The correct approach: keep all communication inside the Binance order chat.
The merchant sends you a message saying "already released, please check," along with a bank screenshot. But your account balance hasn't changed.
How to judge it:
The merchant says, "Something's wrong with this order, cancel it and place a new one." This is a scam:
The correct approach: don't cancel — wait for the appeal to be processed.
A stranger adds you on QQ, WeChat, or Telegram claiming to be Binance support and asks for your 2FA code or account password. This is 100% a scam:
| Appeal Type | Average Processing Time | Success Rate |
|---|---|---|
| Paid but not released (verified merchant) | 1-6 hours | 99% |
| Paid but not released (regular merchant) | 6-24 hours | 95% |
| Merchant acting in bad faith | 24-72 hours | 90% |
| Mismatched transfer details | 24-72 hours | 80% |
| Large, suspicious amount (bank verification needed) | 3-7 days | 75% |
As long as your transfer evidence is solid, your appeal is very likely to succeed.
Q: What if the merchant releases while my appeal is pending? A: The appeal is automatically cancelled, the order closes, and the USDT lands in your account. This is a common outcome.
Q: What if the merchant threatens me after I appeal? A: Save screenshots and submit them to Binance support. Threats result in a permanent ban — don't be intimidated.
Q: Where is my money while the appeal is being processed? A: The cash is sitting in the merchant's bank account (you've already transferred it). The USDT is frozen in the merchant's deposit while Binance arbitrates.
Q: What if my appeal has been open for a long time with no update? A: If there's been no movement after 72 hours, open a new ticket referencing the original ticket ID to follow up.
Q: What if the appeal is ruled against me? A: Submit additional evidence and appeal again. If Binance believes the merchant never received the funds, follow up with your bank about where the money went.
Q: Can I still trade with this merchant afterward? A: You can, but it's recommended to block the merchant (there's a "Block" option on the order page) so you don't get matched with them again.
C2C appeals are a built-in safeguard on Binance, and following the process gets a resolution over 95% of the time. The most important thing is to stay calm, keep your evidence, and go through the official appeal channel — don't get led off-platform into a private chat. Check our Deposit Withdraw category for more C2C risk-prevention guides.