P2P Support Quiz

What action should I take if the user/merchant has manipulated the price for the order?

• Close the ad with the manipulated price, and disable maker activities.

• Report to the SLs, and do not take any action on the account.

• Close all ads, disable P2P function (maker and taker activities), send a warning and inform of the violation via email/chat. Finally, create a FRC if any cases.

• Do nothing!

The user chats in and says he wants to trade in a different fiat that is not the same as his KYC. What should I tell the user/merchant?

• Users can trade in any fiat they wish. Advise the buyer to use the website version if the app does not allow him/her to use the fiat.

• Users can trade in any fiat they wish. However, for some regions, different rules apply.

  E.g. a small security deposit and KYC requirements. Check with SL or the local team before replying to the user. Merchant CS team can check with the DAs.

• Escalate the chat/ticket to C2CTechSupportBot for the technical team to open the fiat to the user/merchant.

• Users can only trade in fiats that are available for their KYC.

I have created an FRC, but the amount entered is incorrect. Should I create a new FRC for the remaining amount?

• Report the case to the SLs to remove the wrong FRC. Then create a new FRC.

• Report the case to C2CTechSupportBot to remove the wrong FRC. Then create a new FRC.

• Report the case to the SLs to edit the FRC amount. No need to create a new FRC.

• Mark FRC as invalid and unfrozen with the clear remark. Then, create a new FRC.

I created a FRC but the seller refunded via Binance Pay. What should I do?

• Check the counterparty's spot or funding wallet to see if the Binance Pay amount has arrived from the seller's ID (check at https://ba.blsdkrgjf.io/#/payment/order/transaction/list).

  If yes, mark the FRC as invalid.

• Contact the buyer to return the Binance Pay amount. Then, ask the seller to deduct the FRC.

• Check the counterparty's spot or funding wallet to see if the Binance Pay amount has arrived from the seller's ID (check at https://ba.blsdkrgjf.io/#/payment/order/transaction/list). If yes, contact the SLs to cancel the FRC.

• Suspend the buyer to get his attention. Confirm with the buyer if the issue has been resolved. If yes, remove the FRC.

The merchant wants to change his KYC. Is he allowed to do that? What should I tell the Merchant?

• KYC change is allowed, and the merchant's status will not be affected as the merchant has a security deposit. Proceed to transfer the chat to the KYC team.

• KYC change is allowed, however, the merchant's status and advertising rules may be affected. Check with the regional local ops team before advising the merchant. If the merchant agrees, transfer the chat to the KYC team.

• KYC change is not allowed for merchants as it is permanent.

• KYC change is allowed, however, the merchant needs to be offboarded from the merchant program first. Once the merchant has been offboarded and the security deposit is refunded, the merchant may proceed to change his KYC. Proceed to transfer the chat to the KYC team.

The merchant says he is being asked to make a security deposit. However, his friend is trading in the same fiat, and he was not asked to do so. What should I tell the merchant?

• A security deposit is required by default. There is no exception to this requirement. He may have been mistaken about his friend.

• A security deposit is required by default. However, for some regions (or in special circumstances), there are no security deposit requirements. Please advise the merchant to follow the application requirements.

• A security deposit is optional and is not mandatory.

• A security deposit is required by default. However, an applicant may request to have a zero deposit by sending an email to [e-mail]. Every request will be reviewed by the local ops team on a case-to-case basis.

The user says he cannot place an Ad and has been informed his account is restricted due to an ad violation. How do I proceed, and what should I tell the user?

• Check the suspension remark on the Access Control and if the Remark is unclear, refer to the author of the suspension for more information.

• Proceed to enable the user as a one-time good gesture.

• Transfer the chat to the SLs.

I mishandled an order (canceled instead of released), but the users have settled by opening another order and resolving the issue. Should I sweep the matter under the rug?

• Be honest! Regardless of the issue being resolved, always inform your SL so that everyone is aware of it and can prepare for any possible challenges in the future.

• Keep a secret! Ignore the case, and looks like nothing happened.

I stumbled upon a user who has multiple unpaid FRCs. What should I do, as this might create problems in the future?

• If the user is NOT a Pro Merchant and the number of pending FRCs is>5, disable P2P function (maker and taker activities), send an email, and simultaneously initiate an outbound chat requesting the user to pay all unpaid FRCs.

• Report to the SLs to take action against the merchant.

• If the user is NOT a Pro merchant and the number of pending FRCs are >5, send an email to the merchant reminding them to pay all unpaid FRCs.

I have contacted the user/merchant multiple times and received no response to refund via FRCs. What should I do?

• Proceed to suspend the merchant to force them into cooperation to pay the FRC.

• Warn the merchant via email/chat. Then, if the merchant does not respond, suspend the merchant to force them into cooperation to pay the FRC.

• Warn the merchant via email/chat and suspend the P2P function. Then, if the merchant does not respond, create a manual transfer request using the new ‘Manual Transfer Request’ sheet. Once done, inform the SLs to review and process.