PearDAO Appeal Handling SOP

Buyer's Appeal

Order cancelled

If the order’s time limit exceeded and was automatically cancelled by the system, but the buyer still completed the payment offline, or after the buyer completed the payment, the order was cancelled by mistake, PearDAO dispute handling Nodes will contact the seller for a refund on a best effort basis. Payment amount and order amount does not match: If the actual amount paid by the buyer is greater than the order amount, and the buyer has mark as paid, PearDAO dispute handling Nodes will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds.

The seller has not released the crypto in time

If after the buyer successfully completed the payment by using the real-time payment method, the seller did not release the crypto in more than 60 minutes, PearDAO dispute handling Nodes will contact the seller to release the crypto. If the seller doesn't respond within a given timeframe, the PearDAO dispute handling Nodes will forcibly release the crypto after collecting the proof of payment from the buyer. (Make sure to leave the correct telegram account id so PearDAO dispute handling Nodes can contact you). Appeal fees will be returned to the buyer.

If the buyer used the non-instant payment method to make the payment, so the seller cannot receive the payment in time, PearDAO dispute handling Nodes will contact the seller and ask to release the crypto within 2 working days. If the payment wasn't received within the prescribed time limit, the seller needs to contact Dispute handling Nodes in time to communicate. If the seller hasn't contacted, it will be considered as the payment was received. PearDAO dispute handling Nodes will forcibly release the crypto. Appeal fees will be returned to the buyer.

The buyer has paid the correct amount, however, the seller is unwilling to release the crypto and is trying to settle the deal at a higher price.

Except for cases where the price is abnormally low (-10% market price), the order will be released manually by the PearDAO dispute handling Nodes. Appeal fees will be returned to the buyer.

The buyer left the special note when transferring the money, and the seller hasn't released the crypto

If the buyer has mentioned words like "Digital currency, C2C/P2P, BTC, etc" or other related sensitive information in payment remarks when transferring the money( though seller already stated in their terms not to mention such words), PearDAO dispute handling Nodes will contact the seller to either release the token or refund.

The buyer paid using a third-party account

If the buyer has made a payment from an account that is different from his kyc name. (We suggest users to conduct offline KYC verifications through video or images to verify the account holder names, a step that is commonly done on centralized exchanges). PearDAO dispute handling Nodes will contact the seller for refund, and cancel the order. Appeal fees will be returned to the seller.

Seller’s Appeal

Buyer “Mark as paid”

If the buyer did not pay, and the buyer didn't provide proof of payment or cannot be reached within a given time frame, for the seller's benefit, the PearDAO dispute handling Nodes will cancel the order. Appeal fee will be returned to the seller. If the buyer paid, but the seller did not receive the payment, PearDAO dispute handling Nodes will contact the seller to release the crypto within 2 working days. If the crypto hasn't been released within the prescribed time, PearDAO dispute handling Nodes will forcibly release the crypto. (After the verification of proof of payment). Appeal fee will be returned to the buyer.

The verified information or the amount paid does not match

If the buyer transferred money to another person's payment account and didn't use the seller's provided payment information to make a payment, the buyer bears the risk of transferring to the wrong account and a refund is not guaranteed.

The payment account and verified information don't match

If the buyer's payment account (for example the holder’s name of the buyer’s bank card) name doesn't match with the KYCed (verified) name. In this case, the crypto will not be released by PearDAO dispute handling Nodes immediately, the seller will be asked to refund the full amount, then the order will be cancelled after the refund proof is submitted by the seller and confirmed by the buyer. Any fee charged by the payment method should be covered by the buyer. Appeal fees will be returned to the seller.

If the actual amount paid by the buyer is lesser than the order amount, PearDAO dispute handling Nodes will contact the buyer to make the additional transfer to complete the trade. If the buyer refuses to make the additional payment, we will encourage the seller to post another advertisement with the same payment amount to be completed before cancelling the existing order.

Released the crypto before receiving the payment

The seller didn't confirm whether he/she received the payment and released the crypto before receiving the payment. The seller shall contact the moderators in PearDAO community channel. In cases where the buyer is not responsive or refuses to cooperate, the seller will take responsibility for releasing the crypto earlier. PearDAO cannot guarantee that the funds will be retrieved.

Other Appeals

Buyer is not responsive on telegram

If the Buyer is not able to respond to PearDAO dispute handling Nodes within a certain timeframe, the appeal will mark the seller as the winner.

Seller is not responsive on telegram

If the Seller is not able to respond to PearDAO dispute handling Nodes within a certain timeframe, the appeal will mark the buyer as the winner. (Buyer must provide the proof of payment and chat record with the seller on telegram). If the buyer is unable to provide proof of payment and chat record with the seller, PearDAO dispute handling Nodes will cancel the order within 7 days.

Both Buyer and Sellers are not responsive

If both the Seller and Buyer are not responsive on telegram, PearDAO dispute handling Nodes may leave the appeal to be on “processing” status for a certain timeframe. For the benefit of the sellers, and since the buyer is unable to provide proof of payment and chat record with the seller, PearDAO dispute handling Nodes will cancel the order within 7 days.