1. What is an appeal?
An appeal is a process in which a user requests ASTX platform support to intervene when encountering issues during a transaction. It applies to situations such as:
• Payment made but the order was cancelled
• Actual payment amount differs from the order amount
• Counterparty fails to follow platform rules (e.g., buyer not paying, seller not releasing coins)
• Malicious behavior (e.g., insults, threats, intentional delays)
If communication with the counterparty fails, you may file an appeal for customer support to investigate and resolve the dispute.
2. ASTX Appeal Rules
Buyer Appeal Rules
(1) Order Cancellation
• If the buyer has already paid but the order was cancelled due to timeout or mistaken operation, an appeal can be filed immediately.
• The buyer may also negotiate with the seller to create a new order without repaying; simply click “Paid” again in the new order for the seller to release coins.
• ⚠ Important: Buyers must NOT cancel the order manually before the seller releases coins. Doing so will return escrowed assets to the seller, and recovery may be impossible.
(2) Payment amount differs from order amount
• If the buyer pays more than the order amount and has already marked “Paid”, they may appeal; the platform will help handle the refund.
• If the seller refuses to return the excess amount, the buyer bears the risk.
(3) Seller delays releasing coins
• If the buyer has paid but the seller does not release coins within 10 minutes, contact the seller first.
• If there is still no response after 1 hour, file another appeal for platform intervention.
• If the buyer uses a non-instant transfer (e.g., cross-bank slow transfer) causing delayed confirmation, both parties are advised to negotiate. If no resolution, appeal.
• ⚠ If the buyer transfers funds to an account not owned by the seller, the buyer bears the risk.
(4) Seller demands a higher price to release coins
• If the seller refuses to release coins at the agreed order price and demands more money, the buyer may appeal directly.
• ⚠ Unless the order price is more than 5% below market, the platform will enforce the original order price.
(5) Offensive language
• If either party uses insulting or threatening language, the buyer may appeal.
• A user who is reported for offensive language 3 times or more may have account functions restricted.
Seller Appeal Rules
(1) Buyer clicks “Paid” without actually paying
• If the buyer marks “Paid” but no funds arrive after 15 minutes, the seller may appeal.
• If the buyer fails to follow the rule “Pay first, then mark Paid”, or delays payment beyond 2 hours, the seller may request cancellation and appeal.
• If the buyer truly paid but the seller did not receive funds, the platform can help.
(2) Payment account does not match verified identity
• If the buyer’s payment account does not match their KYC identity, the seller may appeal and refuse the transaction to avoid account risk.
• ⚠ If the seller accepts non-verified payments and their bank account becomes at risk or frozen, the platform may freeze the seller’s account and revoke merchant privileges.
(3) Seller releases coins before confirming payment
• If the seller releases coins without verifying receipt, they may appeal or contact support.
• ⚠ The platform cannot guarantee recovery of assets—always confirm payment before releasing coins.
(4) Offensive language
• If the buyer uses insults or threats, the seller may appeal.
• A user with 3+ language-related appeals may have restrictions applied.
3. How to File an Appeal?
If you cannot reach an agreement with the counterparty:
Appeal Steps:
1. Go to User Order Management and locate the order
2. Click “Appeal”
3. Select the appeal category and describe the issue
4. Upload evidence: payment screenshots, chat logs, transaction records, etc.
After submission, platform support will join the order chat and investigate.
⚠ The clearer and more detailed your evidence, the faster the resolution.
4. How to Cancel an Appeal?
If both parties reach agreement:
Cancellation Steps:
1. Open User Order Management → find the “In Appeal” order
2. Enter the order details
3. Click “Cancel Appeal”
4. Confirm
⚠ Ensure both parties agree before canceling, to avoid harming your rights.
5. Appeal Processing Time & Results
• Customer support usually intervenes within 24–48 hours
• Complex cases may require more time
• Once the platform makes a decision, both parties must comply
• Refusal to comply may result in account restrictions or freezing
6. Important Reminders
• Follow all ASTX trading rules; never trade privately
• Payments must come from the verified KYC account
• Release coins only after actual funds are received—screenshots or SMS are not reliable
• Report suspicious activity immediately
• Do not cancel orders or release coins prematurely to avoid losses