To ensure transaction security and protect user rights, MiniEx has established these rules, clarifying how users can initiate disputes during OTC transactions, how the platform intervenes, and the standard process for order cancellations. If you encounter a dispute during a transaction, please follow these procedures to request support from the platform.
I. Definition of Dispute
A dispute refers to a situation where users encounter disagreements with the other party during a transaction and cannot reach an agreement through in-platform chat, leading them to submit a request to MiniEx for intervention by customer service.
Disputes are applicable in but not limited to the following scenarios:
- Payment made, but the order was canceled.
- The other party did not fulfill their trading obligations (e.g., did not release the currency, did not make payment).
- Payment amount does not match the order amount.
- Inappropriate behavior during the transaction, such as insults, threats, or inducement.
The platform will make a judgment based on transaction records and evidence provided and will determine the outcome of the transaction.
II. Buyer Dispute Scenarios
- Payment Made but Order Canceled
If you have completed payment but the order is canceled due to timeout or the other party's actions, you can immediately submit a dispute or contact the seller to reorder. - Seller Did Not Release Currency on Time
If more than 10 minutes have passed after payment without the currency being released, you should first confirm communication. If there is no response within 1 hour, you can submit a dispute and upload payment proof. - Seller Requests Price Change
If the seller refuses to fulfill the order at the price agreed upon and demands a price increase, the buyer can dispute. If the price increase is not more than 5% above market price, the platform will support mandatory release of the currency. - Payment Amount Inconsistent
If you overpaid, the buyer can dispute to request a refund of the difference; however, if the payment was made incorrectly, the platform does not bear responsibility for financial losses. - Verbal Attacks or Malicious Behavior
If you encounter insults, threats, or malicious delays from the other party, you can submit a dispute. The platform will investigate and take punitive measures as necessary.
III. Seller Dispute Scenarios
- Buyer Falsely Clicks “I Have Paid”
If the buyer clicks “I Have Paid” without making payment, the seller can initiate a dispute if the funds are not received within 15 minutes. - Using Non-Real Name Payment Account
If the buyer uses another person's account for payment, the seller can return the funds and refuse the transaction, initiating a dispute. The platform has the right to restrict non-compliant users. - Seller Releases Currency Early
If the seller releases the currency before receiving actual payment, they can immediately dispute, but the platform cannot guarantee asset recovery. - Inappropriate Language or Threatening Behavior
If the buyer engages in malicious verbal attacks, the seller can dispute. The platform will record the behavior and restrict the account permissions based on severity.
IV. How to Initiate a Dispute?
Please follow these steps:
- Access the Mini App and click on Online Customer Service.
- Provide the relevant order number and briefly explain the issue.
- Upload relevant evidence (e.g., payment screenshots, chat records).
- Submit and wait for the platform customer service to intervene.
It is recommended to provide complete, clear, and verifiable evidence to expedite the processing time.
V. How to Cancel a Dispute?
If you have reached an agreement with the other party, please follow these steps to cancel the dispute:
- Access the Mini App and click on Online Customer Service.
- Provide the relevant order number and request to cancel the dispute.
- The dispute process will cease, and the order status will be restored.
Note: Please ensure that an agreement has been reached before canceling to avoid affecting your rights.
VI. Platform Processing Time and Execution Instructions
Under normal circumstances, the platform customer service will intervene within 24–48 hours after submitting a dispute;
Complex disputes may have their processing period extended based on the evidence situation;
Once the platform makes a ruling, both parties must cooperate unconditionally;
Non-compliance may result in the platform restricting trading rights or freezing accounts.
VII. Special Reminders
- All transactions must be completed within the MiniEx platform; guiding offline or third-party chat tool transactions is prohibited.
- It is strictly forbidden to use non-real name accounts for payments.
- Sellers must release assets only after confirming receipt of payment; screenshots or messages cannot be the sole basis for judgment.
- If you discover that the other party has suspicious behavior related to fraud or money laundering, please immediately dispute and report.
The platform has the right to take action against serious violations, including but not limited to account bans, revoking merchant qualifications, and freezing assets.
If you encounter any problems during the transaction, it is recommended to first negotiate with the other party through the platform's chat system.
If the issue cannot be resolved, please promptly initiate a request to access online customer service for a dispute; the MiniEx customer service team will provide you with fair handling.