SOP - E05 - P2P.docx

**SOP - E05 - P2P** **Summary of the SOP** This SOP is to guide you on how to handle common P2P inquiries. \*NOTE: ***WE MUST NEVER** disclose counterparty info and/or the counterparty\'s status* +-----------------------+-----------------------+-----------------------+ | **Payment Status (on |...

**SOP - E05 - P2P** **Summary of the SOP** This SOP is to guide you on how to handle common P2P inquiries. \*NOTE: ***WE MUST NEVER** disclose counterparty info and/or the counterparty\'s status* +-----------------------+-----------------------+-----------------------+ | **Payment Status (on | **Description** | | | CS-Go)** | | | +-----------------------+-----------------------+-----------------------+ | Pending Payment | 1st status when user | Screenshot 1 | | | places an order (the | | | | user is the taker) |  | | | | | | | - User places an | Screenshot 2 | | | BUY order with | | | | advertiser - | | | | pending the user | | | | to pay Fiat | | | | *(screenshot 1)* | | | | | | | | | | | | | | | | - User places an | | | | SELL order with | | | | advertiser - | | | | pending the | | | | advertiser who is | | | | the buyer to pay | | | | the Fiat | | | | *(screenshot 2)* | | | | | | | | | | | | | | | | - 15 minutes for | | | | buyer to pay Fiat | | | | and click | | | | \"Payment | | | | Completed\" | | | | button | | | | | | | | | | | | | | | | - | | +-----------------------+-----------------------+-----------------------+ | Pending Coin Release | Pending seller to | | | | release crypto coins | | +-----------------------+-----------------------+-----------------------+ | Appeal in Progress | - Either one of the | | | | parties submitted | | | | an appeal. P2P CS | | | | will assist the | | | | appeal | | | | | | | | | | | | | | | | - | | +-----------------------+-----------------------+-----------------------+ | Cancelled \[End | - Order cancelled | | | Status\] | by | | | | buyer/system/P2P | | | | team | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | - | | +-----------------------+-----------------------+-----------------------+ | Complete \[End | - Order completed | | | Status\] | by | | | | seller/system/P2P | | | | team | | +-----------------------+-----------------------+-----------------------+ 1\. **Information to collect from traders** +-----------------------------------------------------------------------+ | - Request registered email address / registered phone number / UID | | | | | | | | - Error message | | | | | | | | - Order ID | | | | | | | | - Bank statement (seller) / payment proof (buyer) \[in video | | format\] \[if possible before escalating\] | | | | | | | | - | +-----------------------------------------------------------------------+ 2\. **Live Chat Handling Steps** **Scenario 1: P2P dispute cases** For P2P dispute cases, we differentiate as \"After-solved dispute\" and \"Non after-solved dispute\"  +-----------------------+-----------------------+-----------------------+ | | **After-solved | **Non-after-solved | | | dispute** | dispute** | +-----------------------+-----------------------+-----------------------+ | **Order Status** | - Cancelled | - Pending Payment | | | | | | | | | | | | | | | - Complete | - Pending Coin | | | | Release | | | | | | | | | | | | | | | | - Appeal in | | | | Progress | +-----------------------+-----------------------+-----------------------+ | **How P2P CS follows | Salesforce Email | P2P order chat window | | up** | | | | | | For non after-solved | | | | dispute, P2P CS will | | | | not follow up on | | | | Salesforce, thus | | | | might not check the | | | | information on | | | | Salesforce as well, | | | | if due to special | | | | scenario which you | | | | have allowed users to | | | | provide proofs in | | | | live chat, when doing | | | | lark escalation, | | | | please inform P2P CS | | | | to check Salesforce | | | | attachments | +-----------------------+-----------------------+-----------------------+ | **How Pool 1 handles | - Leave internal | - Follow up is NOT | | if dropped chat** | note and macro | required, unless: | | | Pool 1 to Pool 2 | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | - QA grader: to | | | | prove that the | | | | order was | | | | non-after solved | | | | dispute, 2 | | | | measurements: | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | - | +-----------------------+-----------------------+-----------------------+ | **What if case | - Leave internal | - Advise | | origin: Email in Pool | note and macro | accordingly. You | | 1** | Pool 1 to Pool 2 | may send **ET: | | | | 8889 / 3910 | | | | Redirect to P2P | | | | Chat box EN** if | | | | necessary | | | | | | | | | | | | | | | | - If did not have | | | | an order ID, | | | | kindly probe. | | | | [Common P2P | | | | Dispute Scenarios | | | | and Solutions for | | | | Canceled/Complete | | | | d | | | | Orders](https://w | | | | ww.bybit.com/en-US/he | | | | lp-center/s/article/C | | | | ommon-P2P-Dispute-sce | | | | narios-and-Solutions- | | | | for-Canceled-Complete | | | | d-Orders) | | | | can be shared, so | | | | that user can | | | | take immediate | | | | action to reduce | | | | back-and-forth | | | | emails | +-----------------------+-----------------------+-----------------------+ | **What if user comes | - Leave internal | - Re-direct to P2P | | to live chat again | note and macro | order chat | | (checking for | Pool 1 to Pool 2 | window. Escalate | | follow-up)** | | to lark group for | | | | below 2 | | | | situations: | | | - Raise case | | | | expedition form, | | | | if : | | | | | - | | | | | | | | | | | - | | | | | - | | | | | | | | | | | - | | | | | - SF case will be | | | | marked as solved. | | | | Inform user P2P | | | | CS will follow up | | | | at the P2P order | | | | chat window. | +-----------------------+-----------------------+-----------------------+ | | For more information, | | | | please refer to | | | | [scenario | | | | 8](https://uponly.lar | | | | ksuite.com/wiki/wikus | | | | rI9Xe2ie8OAlY7JAmMU8g | | | | c#doxus9bsFnnXbsGOG1e | | | | XgZ5TyFy) | | +-----------------------+-----------------------+-----------------------+ | \[Disclaimer\]: Same | | | | order ID could be | | | | found for 2 users - | | | | one will be for | | | | seller; one will be | | | | for buyer. Please | | | | refer to correct UID | | | +-----------------------+-----------------------+-----------------------+ **[Yellow Alert ]** **When do you need to be alert and trigger this yellow alert SOP?** Applied for both \"After-solved dispute\" and \"Non after-solved dispute\", as long as [either of] these 3 criteria is triggered - Issue = Scam - - - Attitude = Threaten/Blackmail - - - Behavior = Spam - **What do you need to do to handle such a scenario?** 1. Apply soft skills - \"We are deeply sorry to hear about that. We sympathize with your situation and understand that this can be an incredibly frustrating and disappointing experience. Please be assured that we take this matter seriously and will do everything in our power to assist you.\" - \"We are sorry to hear about your recent experience with the P2P Order on our platform. On behalf of the entire Bybit team, we would like to express our sincere empathy toward your current situation. We understand how difficult this must be for you, both physically and emotionally, and we are committed to helping you in any way we can.\" 2. Ask for Proof If the appeal is \"Non after-solved dispute\", please direct the user to submit via the P2P order chat window If the appeal is \"After-solved dispute\", allow user to submit on live chat window - Buyer: Prove payment made - Seller: Prove no payment received https://www.bybit.com/en-US/help-center/s/article/How-to-Submit-an-Appeal-for-Your-P2P-Order 3. Escalate immediately **\[This type of content is unavailable for download at the moment.\]** - We could assist in banning the counterparty\'s account immediately if a valid proof is received. - Escalate to the lark group using [Case Expedition Form](https://c1ey4wdv9g.larksuite.com/share/base/form/shrusxPefCBMwsNrSr3oERUdQsb) (within 15 mins or when the chat is still ongoing, for P2P team to able to take action promptly) \[Tick: Yellow Alert\] - If there is no reply **within 3 minutes**, please **pm and buzz**. If the P2P shift leader is not reachable, please tag and pm assistant shift leader for assistance. **(Documentation required** - You need to prove that you have private message (pm) the P2P shift leader or the assistance shift leader.) 4. Manage expectation - Rest assured, the user will be contacted via P2P order chat window / via email within 1-2 hours - \"Unfortunately, Bybit as a third-party trading platform, we have limited control over the actions of external payment systems\" - \"Your proof of transaction is well received and we have determined that it is valid proof after review. We have restricted the counterparty\'s trading and withdrawal function on Bybit and we will not remove the restrictions until there is valid proof indicating your issue has been resolved. We will send you an official email to you later as well. At this point, you may continue attempting to negotiate with the counterparty. Hopefully, the account restriction measure could drive the counterparty to cooperate and fulfill the obligations. However, please note that it is not guaranteed to recover your asset loss.\" - \"As a third-party trading platform, we take the security and safety of our users very seriously, and we have implemented various measures to prevent fraudulent activities. Despite our best efforts, however, we recognize that we can not fully prevent malicious traders and behavior from occurring, and we are deeply sorry that this has happened to you.\" **How to check order status**  **Hotswap** Taker: refer to \"HotSwap\" and \"Hotswap amount\" Maker: refer to \"Coin\" and \"Coin Amount\" - Since UID: 8400964 is taker, thus, he is buying 8.5673 USDC - Since UID: 25997060 is maker, thus, he is selling 8.58369 USDT  **CS-GO** **How to submit an appeal** - 1 order can ONLY submit max 2 appeals by same user  **Data push from Fiat admin on Salesforce** Note: This section is only for non after-solved dispute. Pool 1 MUST not merge any related cases to this system created case. [Reasons for having this: ] 1. On CS-Go, do not have a time stamp for when the appeal is submitted 2. On CS-Go, unable to identify who release the coins (either by seller when the appeal is in progress / by P2P CS after making judgement) Q: How to differentiate these cases which are created by system A: Case origin = Landing Page (since users submits appeal via the P2P order chat window) [2 ways to allocate on Salesforce] 1. Via search result - using order ID 2. Via related case - using UID + order ID +-----------------------------------+-----------------------------------+ | 1. Via search result - using | 2. Via related case - using | | order ID | UID + order ID | +-----------------------------------+-----------------------------------+ | | Refer to case origin, case origin | | | = Landing Page | | | | | | The P2P. - Order ID tab is | | | extracted from level 4 column | | | | | |  | +-----------------------------------+-----------------------------------+ [Level 4 column] P2P Order Status: +-----------------------------------+-----------------------------------+ | Cancelled | Past status before we have P2P | | | order chat window. Appeal in | | | progress status is no longer in | | | use. | | | | | | For after-solved disputes which | | | will be handled in Salesforce, | | | cancelled and completed status | | | will be updated | +-----------------------------------+-----------------------------------+ | Completed | | +-----------------------------------+-----------------------------------+ | Appeal in progress | | +-----------------------------------+-----------------------------------+ | Seller Release | Coins released by seller while | | | the appeal is still in process | +-----------------------------------+-----------------------------------+ | Cancel Appeal | The person who submitted the | | | appeal, cancels the appeal. Once | | | cancel appeal, status updated as | | | \"Solved\". If appeal is | | | re-submit again, another case | | | will be created. | +-----------------------------------+-----------------------------------+ | JUDGE COMPLETE | P2P CS made judgement and release | | | coins to buyer | +-----------------------------------+-----------------------------------+ | JUDGE CANCEL | P2P CS made judgement and cancels | | | the order. Coins remain in seller | | | account | +-----------------------------------+-----------------------------------+ | Under Appeal L1 | When user submits an appeal | | | and/or when P2P CS is handling | +-----------------------------------+-----------------------------------+ | Under Appeal L2 | When amount \>\$3k, 2nd level | | | review is required. This is when | | | P2P CS is consulting respective | | | team | +-----------------------------------+-----------------------------------+ [Example: order ID: 1671359236324220928] When a user submits an appeal at P2P order chat window (status: Appeal in progress), it will create a case at Salesforce (Appeal Progress: Under Appeal L1). Case created under the user who submitted the appeal. Case origin: Landing Page E.g. Buyer submitted the appeal, SF: 05955675 When the person who submitted the appeal cancels the appeal, status: Solved, Appeal Progress: Cancel Appeal  As we know, same user can submit twice for same order ID, thus, if appeal is submitted again, another case will be created. Continue with our example, order ID: 1671359236324220928, now, the seller submitted the appeal After P2P CS made the judgement, canceled the order, appeal progress updated as JUDGE CANCEL and status updated automatically as SOLVED  FYI: Default status of main issue is \"Other\" when a user submits an appeal. When P2P CS handles the case, they will update the case issue at Fiat admin, thus, the main issue will be synced automatically, i.e. Main Issue: No payment received  +-----------------------------------------------------------------------+ | **\*Valid proof\***\ | | The Pool 1 agent is not required to verify the legitimacy of the | | proof. | | | | **[Buyer]** | | | | a. | | | | \*The payment details must be aligned with the seller\'s details and | | the order placed. | | | | **[Seller]** | | | | a. | +-----------------------------------------------------------------------+ +-----------------------------------------------------------------------+ | **\*\*NOTE\*\*** | | | | - You can share [P2P Appeal Handling | | Rules](https://www.bybit.com/en-US/help-center/bybitHC_Article?la | | nguage=en_US&id=000001451) | | with users for guidance. | | | | | | | | - Only buyers can cancel the P2P orders | | | | | | | | - If the order status is \"appeal in progress\", buyers will not be | | able to cancel until the appeal is canceled by either parties. | | | | | | | | - Sellers can complete orders anytime even if the order status is | | \"appeal in progress\". Status will be updated as \"Complete\" | | | | | | | | - We **CANNOT** release coins on behalf of a seller. To release | | coins, the seller needs the GA verification code. If the seller | | mentioned he lost access to GA, **you should guide him to | | retrieve GA, bind GA again** and release coins by himself. | +-----------------------------------------------------------------------+ **Scenario 2: Issuing when placing orders / posting advertisements** You may receive inquiries from users mentioning he/she can\'t place an order/ unable to post an advertisement/ there is popped out message stating suspicious activities +-----------------------------------+-----------------------------------+ | 【1】 | 1. Unable to place order due to | | | payment method | | Product Limitation / T&C | | | | | | | | | | 2. Trader did not meet the | | | minimum transaction amount | | | | | | | | | | | | 3. Due to T&C which the user is | | | business KYC | | | | | | | | | | | | 4. The user cancelled 3 orders | | | | | | | | | | | | 5. Due to security concerns | | | | | | | | | | | | 6. HKD mandatory real-name | | | payment | | | | | | | | | | | | 7. Netherlands Remediation | | | | | | | | | | | | 8. Paypal Not Available for | | | High-Risk Users | +-----------------------------------+-----------------------------------+ | 【2】 | Refer to [SOP - E05 - P2P | | | restriction](https://uponly.larks | | Order Dispute | uite.com/docx/Qz4pdsNOKoQEVXx7IFf | | | uY09osEf) | +-----------------------------------+-----------------------------------+ | 【3】 | | | | | | Product Risk Team | | +-----------------------------------+-----------------------------------+ | 【4】 | | | | | | Company Risk Team | | +-----------------------------------+-----------------------------------+ 1\. **Unable to place order due to payment method** If the payment method is **NOT MATCHED with the payment method of the advertiser**, traders will not be able to place the order unless they add the payment method used by advertiser **(Sell to advertiser)** -  2\. **Trader did not meet the minimum transaction amount** 3\. **Due to T&C which the user is business KYC** Please be informed that business KYC cannot use P2P. Error message:  Extracted from [Benefits of Different KYC Levels](https://www.bybit.com/en-US/help-center/HelpCenterKnowledge/bybitHC_Article?language=en_US&id=000001779) 4\. **The user cancelled 3 orders** +-----------------------------------+-----------------------------------+ | Error message | Bot flow | | | | |  |  | +-----------------------------------+-----------------------------------+ - When a user cancels 3 orders, the system will automatically impose P2P trading restrictions on the user account (No effect to counterparty) - Users who were advertisers or currently are advertisers, the restriction imposed only if they cancel 6 orders. (Version 0426 [P2P 产品功能说明｜P2P Product Features](https://uponly.larksuite.com/wiki/wikusoLulEW8geX258tzVts1vic) ) **Action:** Agent can advise user to re-try after 24 hours based on last cancelled order time. **QT: p2p16-en-max-order-cancellation-ban** 5\. **Due to security concerns** Error Message：\"Your security information has been updated. To ensure the safety of your account, your withdrawal will be delayed by 24 hours\" **User Frontend:** **Check CS-go \> Account status \> hover to the "?" will show the time of relief** **[Reason: ]** User changed the security setting below will lead to 24 hours restriction a. b. c. d. e.  **Action:** Agent can advise users to try again after the ban time. And, remind users not to keep trying to get out of the ban. 6\. **HKD mandatory real-name payment** Background: With version 0516 ([P2P 产品功能说明｜P2P Product Features](https://uponly.larksuite.com/wiki/wikusoLulEW8geX258tzVts1vic) ), we imposed restriction when posting HKD advertisements if the user\'s payment method does not match with verified KYC name - When posting an advertisement, currency = HKD, - - - When editing an advertisement, currency = HKD, - **Action:** Agent advises user we do not support 3rd party transactions on P2P, kindly update the payment method using your own account which matches with the verified KYC name. P2P Terms of User Service: https://www.bybithelp.com/en-US/s/article/P2P-Terms-of-User-Service (can be shared) 7\. **Netherlands Remediation** [Affected users: ] Those who verified with Bybit as with Dutch identification documents, or registered their Proof-of-Address as within the Netherlands. [Timeline: ] - On Jun 14, 2023: Your existing P2P advertisements will be automatically removed from the P2P Trading platform, and you will not be able to list any more new ads. - On Jun 15, 2023: Non-advertisers will not be able to place any new orders, including buying and selling. Orders in progress (including appeals) will proceed normally until the orders are completed. - After Jun 15, 2023: We will assist users to complete all orders in progress until all pending orders are completed. 8\. **Paypal Not Available for High-Risk Users** Error message: - Affect placing order and posting advertisement ------------------------ --  ------------------------ -- **Action:** Send **QT: p2p17-en-paypal-payment-method** +-----------------------------------------------------------------------+ | **To CS** | | | | - We do not have to disclose too many details regarding why Paypal | | is restricted to them, we just emphasise and mention to them that | | Paypal is not a payment method that is available for everyone. | | Only selected customers can use Paypal payment. | | | | | | | | - If the customer continues to ask how he can be selected or why he | | is not selected, just mention that we are not able to disclose | | the selection rules. | | | | | | | | - Even if the client persists, we also do not disclose these | | details, we just suggest clients to use another alternate payment | | method available. | +-----------------------------------------------------------------------+ **Scenario 3: Advertiser status cases** There are 3 status types available to traders on Bybit. Each has different requirements and processes. If trader has any query about his advertiser status, the answers are available below: +-----------------+-----------------+-----------------+-----------------+ | **Status** | **Advertiser | **Verified | **Merchant | | | 广告商/广告方** | advertiser | 商家** | | | | 认证广告商/认证广告方** | | | | | | | | | | | | | | | [Verified | | | | | Advertiser, | | | | | Feature | | | | | Description](ht | | | | | tps://c1ey4wdv9 | | | | | g.larksuite.com | | | | | /docx/doxusP2ed | | | | | eyLGwDNQ7KdsDu2 | | | | | bmh) | | +-----------------+-----------------+-----------------+-----------------+ | **Collateral | ❌ | ✅ | ❌ | | required ?** | | | | | | | - 500 USDT as | | | | | collateral | | | | | which | | | | | cannot be | | | | | used for | | | | | selling. | | | | | However, | | | | | for posting | | | | | P2P | | | | | advertiseme | | | | | nts, | | | | | we | | | | | introduce | | | | | [**P2P | | | | | Advertising | | | | | Shared | | | | | Asset**](ht | | | | | tps://www.bybit | | | | |.com/en-US/help | | | | | -center/bybitHC | | | | | _Article?langua | | | | | ge=en_US&id=000 | | | | | 001742) | | | | | | | | | | | | | | | | | | | | - The | | | | | cumulative | | | | | number of | | | | | VA | | | | | application | | | | | s | | | | | per month | | | | | is 3 times | | | | | （Version | | | | | Version | | | | | 0426 [P2P | | | | | 产品功能说明｜P2P | | | | | | | | | | Product | | | | | Features](h | | | | | ttps://uponly.l | | | | | arksuite.com/wi | | | | | ki/wikusoLulEW8 | | | | | geX258tzVts1vic | | | | | ) | | | | | ） | | +-----------------+-----------------+-----------------+-----------------+ | **Levels** | 3 | ❌ | ❌ | | | levels(**Beginn | | | | | er; | | | | | Regular; | | | | | Veteran**) | | | +-----------------+-----------------+-----------------+-----------------+ | **Number of | 7 requirements | 3 requirements | 4 requirements | | conditions | | | | | required** | | | | +-----------------+-----------------+-----------------+-----------------+ | **Requirements* | 1. Account is | 1. Transaction | 1. Selling | | * | linked to | Volume | price of | | | mobile | | USDT must | | | phone | - | be | | | number | | competitive | | | | 2. Assets |. | | | | | | | | | - | | | | 2. Account is | | | | | linked to | 3. Days Since | 2. Qualified | | | email | Last | merchants | | | address | Verified | will have | | | | Status was | to post | | | | Removed | **at least | | | | | two (2) | | | 3. At least | - | ads** on | | | verify | | our P2P | | | individual | | Trading | | | KYC level 1 | | platform, | | | | | including | | | | | one (1) | | | | | selling | | | 4. Minimum of | | USDT. Each | | | registratio | | ad must | | | n | | list a Max. | | | period: 30 | | Transaction | | | days | | Amount of | | | | | at least | | | | | 100 USDT | | | | | worth of | | | 5. Minimum of | | fiat | | | accumulativ | | currency, | | | e | | and a Total | | | completed | | Quantity of | | | orders: 5 | | at least | | | | | 300 USDT. | | | | | | | | | | | | | 6. Minimum of | | | | | 30-days | | 3. Weekly | | | completion | | **sell** | | | rate: 80% | | trading | | | | | volume must | | | | | be at least | | | | | **5,000 | | | 7. Cumulative | | USDT**. | | | counterpart | | | | | ies: | | | | | (\15%** | | | | | of all | | | | | completion | | | | | orders in | | | | | any given | | | | | fiat | | | | | market. | | | | | (15% of | | | | | completion | | | | | orders must | | | | | be USDT | | | | | selling | | | | | ads.) | +-----------------+-----------------+-----------------+-----------------+ | **How to | To become an | - If the user | Traders need to | | apply?** | advertiser, the | **[is an | apply via this | | | user is | advertiser] | link: | | | required to | **, | | | | fulfill all 6 | the yellow | https://announc | | | requirements | button will | ements.bybit.co | | | above. Once | show | m/article/be-a- | | | fulfilled, the | eligibility | long-term-p2p-m | | | system will | requirement | erchant-and-ear | | | automatically | s | n-up-to-200-usd | | | update the user | | t-weekly\--blt8 | | | as an | | 596799478ebc1c4 | | | advertiser. | | / | | | | - If the user | | | | **\*\*NOTE:** | is **[NOT | **\*\*NOTE:** | | | | an | Advise trader | | | - When | advertiser] | to become | | | clicking | **, | advertiser | | | Ads \> Post | the yellow | before | | | Ads, a | button will | submitting this | | | popout | be show | application | | | window will | \"currently | | | | request | ineligible\ | | | | traders to | " | | | | change | | | | | their |  | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - For the 5th | | | | | requirement | | | | | , | | | | | if the | | | | | trader did | | | | | not | | | | | maintain | | | | | the 5 buy | | | | | trades in | | | | | the last 30 | | | | | days with 3 | | | | | different | | | | | advertisers | | | | | , | | | | | **the | | | | | trader will | | | | | be removed | | | | | as | | | | | advertiser* | | | | | * | | | | | and unable | | | | | to post any | | | | | advertiseme | | | | | nt. | | | | | | | | | |  | | | | | | | | | | - **Article:* | | | | | * | | | | | [Requiremen | | | | | ts | | | | | and | | | | | Benefits to | | | | | Become P2P | | | | | Advertisers | | | | | ](https://www.b | | | | | ybit.com/en/hel | | | | | p-center/articl | | | | | e/Requirements- | | | | | and-Benefits-to | | | | | -Become-P2P-Adv | | | | | ertisers) | | | +-----------------+-----------------+-----------------+-----------------+ | **Application | - Automatical | - Manually | - Manually | | review | ly | review for | review for | | process** | upgraded by | application | application | | | system | within 21 | within 2 | | | **(live)** | working | working | | | | days | days | | | | | | | | | | | | | | | | | | | - If user | - If user | | | | submitted | submitted | | | | the | the | | | | application | application | | | | more than | more than 2 | | | | 21 days | days ago, | | | | ago, | escalate to | | | | escalate to | Pool 2 SME | | | | Pool 2 SME | using macro | | | | using macro | Pool 1 to | | | | Pool 1 to | pool 2 | | | | pool 2 | | +-----------------+-----------------+-----------------+-----------------+ **Scenario 4: Unable to allocate the coins after the purchase** 1. CS-Go \> Funding \> P2P Order \> Check the Order ID \> Order Status. If the order status is completed, please check the funding account, CS-Go \> Funding \> Asset Change Details 2. **3 possible reasons for which order status is completed, but the coins are unable to allocate in funding account** a. i. 1. 2. b. i. ii. iii. c. **Scenario 5: Completion rate dispute due to cancellation** *Example: User wants to know if it is possible to cancel the order without affecting completion rate.* 1. Check in BOS with given order ID and identify if the **user is the buyer/seller?** 2. a. b. +-----------------------------------------------------------------------+ | *Taker: the user who grabs the advertisement* | | | | *Maker (=merchant/advertiser): the user who posts the advertisement* | +-----------------------------------------------------------------------+ i. 1. 2. - +-----------------------------------------------------------------------+ | - internal Information: normal user who is NOT advertiser could not | | appeal for completion rate | +-----------------------------------------------------------------------+ ii. - **\*NOTE:** - **The buyer\'s completion rate will be affected when the user cancels order (No effect on counterparty)** - **Only buyers** (maker and taker) **are eligible to cancel the order** unless the seller has submitted an appeal. Advertisers, who are the sellers, cannot cancel orders but can remove advertisements instead. - 30-Day Order Completion Rate: - **Scenario 6: Reporting counterparty** We can suggest 2 options to users: 1\. **Blacklisting takers/advertisers** \[Note\]: Before blacklisting, user should ensure there is no on-going order dispute to avoid any hassle *Example: User wants to block a specific counterparty for the following reasons:* - - 1. Advise trader that he can do so directly from his page by following the steps here: +-----------------------+-----------------------+-----------------------+ | | **How maker blacklist | **How taker blacklist | | | taker** | maker (advertiser)** | +-----------------------+-----------------------+-----------------------+ | **How to blacklist** | -\> Buy Crypto \> P2P | -\> 1st method: Same | | | Trading \> Orders \> | way as \"How maker | | | All \> Click the | blacklist taker\" | | | counterparty name \> | | | | Click \"Block | -\> 2nd method: Buy | | | him/her\" | Crypto \> P2P Trading | | | | \> Click the | | | | advertiser name \> | | | | Click \"Block | | | | him/her\" | +-----------------------+-----------------------+-----------------------+ | **If correctly | If the taker is | If the taker | | blacklisted** | blacklisted, the | blacklists the | | | maker advertisement | advertiser, the | | | can be seen but the | advertiser\'s | | | taker will be unable | advertisement will be | | | to place order. The | hidden from the taker | | | error message *Failed | (NOT searchable) | | | to create an order* | | | | appears | | | | | | | |  | | +-----------------------+-----------------------+-----------------------+ 2. Assist with any other queries and close the chat. No follow-up required. 2\. **Leave a Review** \[Note\]: Review can be left only if the order is completed Send **QT: p2p15-en-complaint-counterparty** How to Get Started With P2P Review Feature on Bybit https://www.bybit.com/en-US/help-center/s/article/How-to-Get-Started-With-P2P-Review-Feature-on-Bybit **Scenario 7: Platform display/System issue** E.g.: unable to post advertisement / unable to place an order / unable to allocate P2P trading order / order fulfilled but unable to allocate at funding account / etc. *Background: This SOP is to address when there is abnormal platform display / system issue. You may check scenario 2 and scenario 4 if the user inquiry is related to that before considering it as Scenario 7: Platform display/System issue* 1. Request screenshot(s) of error message(s) 2. Identify the issue from the screenshot provided, it could be related to [Scenario 2](https://c1ey4wdv9g.larksuite.com/docx/UJXQdQnRJosofvxM6jUuPdbMsCc#doxusVE9LFktY2atah63glPUazW) 3. If screenshot provided **is not related to [Scenario 2](https://c1ey4wdv9g.larksuite.com/docx/UJXQdQnRJosofvxM6jUuPdbMsCc#doxusVE9LFktY2atah63glPUazW)**, please refer to the steps below: 4. Check if the user is using browser / Bybit APP *(can identify from the received screenshot)* 5. Do the necessary troubleshooting, - - - - 6. If the issue still persists, request necessary information \(a) For Browser: \(b) For Bybit APP: - As an alternative solution, suggest using alternate device (if user is using Bybit app, suggest to try using web and vice versa) 7. Send **QT: a06-EN-email-followup** to request follow-up. Assist user with any other queries and after the chat ends, please follow up accordingly. +-----------------------------------------------------------------------+ | **\*\*NOTE\*\*** | | | | - Agents can check lark group: **Fiat, P2P, Bybit Card | | Announcements 2.0** if there are any P2P platform updates for | | Bybit APP or browser. | +-----------------------------------------------------------------------+ **Scenario 8: User is checking on opened case (follow-up)** 1. Request for the user\'s registered email address / registered phone number / UID 2. Locate his opened case on Salesforce and quickly check at which point of the process this ticket is at and if there is any missing information/file that our P2P team is waiting for. - 3. a. b. c. - - 4. Assist with any other queries and after the chat ends, please escalate accordingly. For handling P2P dispute, please check [here](https://uponly.larksuite.com/wiki/wikusrI9Xe2ie8OAlY7JAmMU8gc#M1pzddP15o5xk7xUpN9uaXLis3f) for guidance as well +-----------------------------------------------------------------------+ | **\*\*Tips to advise\*\*\ | | (a) Trader wants to expedite his request** | | | | When the user mentions that his order is a huge amount and wishes us | | to expedite : | | | | - Use your soft skills to calm the user and assure him that the | | relevant department is working on it. | | | | | | | | - Inform him that to maintain both parties\' rights, we need to | | check with counterparty and a order with a bigger amount might | | take a longer processing time frame. | | | | | | | | - If \> \$3k, need 2nd review from risk team, thus, please check | | the order amount and advise user accordingly, average handling | | time will not be 5 hours, will be 24 hours. **\[\$3k threshold | | cannot be disclosed to users\]** | | | | | | | | - | | | | | | | | - | | | | **(b) Trader wants to check on refund payment** | | | | Check if the user is referring to Fiat currency/ cryptocurrency: | | | | - | | | | | | | | - | | | | | | | | - | | | | **(C) Trader wants counterparty personal information (i.e. Phone | | number / name)** | | | | - | | | | | | | | - | +-----------------------------------------------------------------------+ 3\. **\[X\] Pool 1 email handling steps** Email handling steps are the same as live chat handling steps. 4\. **Escalation Manner \[How to Follow up\]** After you gather all the information or payment proof (if any), you are required to leave an internal note and run macro pool 1 to pool 2. Following that, SME agents will double check and investigate accordingly. +-----------------------------------------------------------------------+ | Internal note template: | | | | UID： | | | | SF: | | | | Order ID (OID): | | | | Inquiry/Summary: | | | | **[How to escalate?]** | | | | Check related case \> merge to related case (if any) \> leave | | internal note \> run macro Pool 1 to Pool 2 | | | | \*make sure the related case being merged refers to the **SAME Order | | ID and SAME UID** | +-----------------------------------------------------------------------+ +-----------------+-----------------+-----------------+-----------------+ | **Scenarios** | **Case Type | **How to | | | | 2.0** | escalate** | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 1: P2P | +------------+ | Depend if | | | dispute cases | | Case Type: | | after-solved | | | | | E05-P2P | | dispute vs non | | | | | | | after-solved | | | | | Sub Type: | | dispute | | | | | P2P | | | | | | | Dispute | | - after-solve | | | | | | | d | | | | | Category: | | dispute | | | | | With | | | | | | | Buyer/With | | | | | | | Seller | | | | | | +------------+ | - | | | | | | | | | If the P2P | | | | | dispute is | | | | | related to | - | | | | reverse payment | | | | | (mainly due to | | | | | Paypal), level | | | | | 4 column needs | - non | | | | to update. | after-solve | | | | | d | | | |  | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | | | | | | | | | | | - | | | | | | | | | | You may refer | | | | | to | | | | | [here](https:// | | | | | uponly.larksuit | | | | | e.com/wiki/wiku | | | | | srI9Xe2ie8OAlY7 | | | | | JAmMU8gc#M1pzdd | | | | | P15o5xk7xUpN9ua | | | | | XLis3f) | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 2: | 【1】 | Affecting | N/A | | Issuing when | | placing order: | | | placing orders | Product | | | | / posting | Limitation / | 》E05 - P2P | | | advertisements | T&C | | | | | | 》P2P Trading | | | | | | | | | | 》User Guide | | | | | | | | | | Affecting | | | | | posting | | | | | advertisement: | | | | | | | | | | 》E05 - P2P | | | | | | | | | | 》P2P Advertise | | | | | | | | | | 》User Guide | | | | | | | | | | \*For | | | | | [Netherlands | | | | | Remediatio]{.un | | | | | derline}n, | | | | | category should | | | | | be \"Regulatory | | | | | Restriction\" | | +-----------------+-----------------+-----------------+-----------------+ | | 【2】 | 》E05 - P2P | Refer here, | | | | | [SOP - E05 - | | | Order Dispute | 》P2P Dispute | P2P | | | | | restriction](ht | | | | 》With Buyer / | tps://uponly.la | | | | With Seller | rksuite.com/doc | | | | | x/Qz4pdsNOKoQEV | | | | | Xx7IFfuY09osEf) | +-----------------+-----------------+-----------------+-----------------+ | | 【3】 | 1. Due to high | | | | | risk | | | | Product Risk | transaction | | | | Team | | | | | | 》E05 - P2P | | | | | | | | | | 》Ban/Restrictio | | | | | n | | | | | | | | | | 》High Risk | | +-----------------+-----------------+-----------------+-----------------+ | | | 2. Other than | | | | | high risk | | | | | transaction | | | | | | | | | | 》E05 - P2P | | | | | | | | | | 》Ban/Restrictio | | | | | n | | | | | | | | | | 》P2P Ban | | +-----------------+-----------------+-----------------+-----------------+ | | 【4】 | 》E05 - P2P | | | | | | | | | Company Risk | 》Ban/Restrictio | | | | Team | n | | | | | | | | | | 》P2P Ban | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 3: | +------------+ | For verified | | | Advertiser | | Case Type: | | advertiser and | | | status cases | | E05-P2P | | merchant | | | | | | | application, | | | | | Sub Type: | | | | | | | P2P | | - If user | | | | | Advertisem | | submitted | | | | | ent | | the | | | | | | | application | | | | | Category: | | more than 2 | | | | | Advertiser | | working | | | | | Applicatio | | days, | | | | | n | | escalate to | | | | +------------+ | Pool 2 SME | | | | | using macro | | | | | Pool 1 to | | | | | pool 2 | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 4: | +------------+ | N/A | | | Unable to | | Case Type: | | | | | allocate the | | E05-P2P | | | | | coins after the | | | | | | | purchase | | Sub Type: | | | | | | | P2P | | | | | | | Trading | | | | | | | | | | | | | | Category: | | | | | | | Tag | | | | | | | accordingl | | | | | | | y | | | | | | +------------+ | | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 5: | +------------+ | N/A | | | Completion rate | | Case Type: | | | | | dispute due to | | E05-P2P | | | | | cancellation | | | | | | | | | Sub Type: | | | | | | | P2P | | | | | | | Dispute | | | | | | | | | | | | | | Category: | | | | | | | With | | | | | | | Buyer/With | | | | | | | Seller | | | | | | +------------+ | | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 6: | +------------+ | N/A | | | Reporting | | Case Type: | | | | | counterparty | | E05-P2P | | | | | | | | | | | | | | Sub Type: | | | | | | | P2P | | | | | | | Dispute | | | | | | | | | | | | | | Category: | | | | | | | Report | | | | | | | User | | | | | | +------------+ | | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 7: | +------------+ | Raise in shift | | | Platform | | Case Type: | | group by tag | | | display/System | | E05-P2P | | \@all | | | issue | | | | | | | | | Sub Type: | | - Shift co / | | | | | P2P | | assistant | | | | | Trading | | shift co | | | | | | | will | | | | | Category: | | investigate | | | | | Tag | | , | | | | | accordingl | | in the | | | | | y | | event | | | | +------------+ | required | | | | | frontend | | | | | agents to | | | | | follow up, | | | | | agents will | | | | | be informed | | | | | of the next | | | | | course of | | | | | action by | | | | | shift co / | | | | | assistant | | | | | shift co | | | | | *(i.e. To | | | | | check with | | | | | P2P team / | | | | | check with | | | | | IT | | | | | department | | | | | / etc)* | | | | | | | | | | | | | | | | | | | | - !! Note: | | | | | Raise in | | | | | shift group | | | | | needs to be | | | | | documented | | | | | in | | | | | Salesforce\ | | | | | 's | | | | | internal | | | | | note | | +-----------------+-----------------+-----------------+-----------------+ | Scenario 8: | +------------+ | If Unresolved | | | User is | | Case Type: | | Pool 2 case \> | | | checking on | | E05-P2P | | 2 days OR VIP | | | opened case | | | | user with | | | (follow-up) | | Sub Type: | | unresolved case | | | | | Tag | | \> 1 day -\> | | | | | accordingl | | escalate to | | | | | y | | lark group | | | | | | | using [Case | | | | | Category: | | Expedition | | | | | Tag | | Form](https://c | | | | | accordingl | | 1ey4wdv9g.larks | | | | | y | | uite.com/share/ | | | | +------------+ | base/form/shrus | | | | | xPefCBMwsNrSr3o | | | | | ERUdQsb) | | | | | (new thread), | | | | | **DO NOT | | | | | comment on the | | | | | same thread** | | +-----------------+-----------------+-----------------+-----------------+ **When sending ET: 8889 / 3910 Redirect to P2P Chat box EN** Level 4 column, P2P - Order ID required to be filled, so that it will auto fill when sending the email template ---------------- -------------------------------------- Level 4 column Autofill the email template order ID  ---------------- -------------------------------------- 5\. **\[X\] Process which does not belong to Pool 1** NIL 6\. **Applicable Quicktexts** **p2p01-en-seller-wrong adv** +-----------------------------------------------------------------------+ | ~~We truly understand you have posted a wrong advertisement by | | setting the wrong exchange rate. Since the buyer has paid as per | | stated on the advertisement, as a good gesture, please allow us to | | check with the buyer if that possible to cancel the order. Please be | | informed that the outcome is not guaranteed as advertiser is | | responsible for the posted advertisement and we required buyer\'s | | consent in cancelling an order. For more information, please check | | https://i.bybit.com/abLgMWr~~ | | | | In accordance to our P2P Terms of User Service, Ⅲ Notice to Sellers: | | 4. Pricing for confirmed orders between the Seller and Buyer is | | considered final and non-negotiable. Kindly confirm the receipt, | | review the payment amount and release the coins. | | | | For more information, please check https://i.bybit.com/abLgMWr and | | https://www.bybithelp.com/en-US/s/article/P2P-Terms-of-User-Service | +-----------------------------------------------------------------------+ **~~p2p02-en-buyer-wrong adv~~ p2p02-en-be-patient** +-----------------------------------------------------------------------+ | ~~We received an appeal from seller mentioning wrong exchange rate is | | stated on the advertisement. Noticing you have paid for the order, | | the seller would politely request you to cancel the order. If you are | | willing to cooperate, we will request the seller to refund the fiat | | payment immediately and thereafter we would assist to cancel the | | order once you have received the refund payment. Appreciate if you | | are able to cooperate and thank you for your understanding.~~ | | | | Please take note that P2P Dispute handling is not immediate. The | | average handling time is about 5 hours. P2P appeal support specialist | | needs to review the proof from both buyer and seller. Please give | | your counterparty some time to submit the proof and allow our P2P | | appeal support specialist to review the proof carefully. Bybit are | | trying our best to protect both traders\' interests as we wish to | | build a fair and reliable trading environment, so that more traders | | will benefit in the long run. Your patience and kind understanding | | are highly appreciated. | +-----------------------------------------------------------------------+ **p2p03-en-seller-released coins** -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Please be informed that Bybit clearly informed users to log in to your bank account to confirm receipt and review the payment amount before releasing the coins. Since you have released the coins before checking your bank account, as a good gesture, please allow us to check with the buyer for payment details and we have taken action against the buyer \'s account. However, the outcome is not guaranteed. Our team will reach out to you once we get the response. For more information, please check https://www.bybit.com/en-US/help-center/s/article/P2P-Terms-of-User-Service & https://www.bybit.com/en-US/help-center/s/article/How-to-Avoid-Crypto-P2P-Scams -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **p2p04-en-buyer-released coins** ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- We received an appeal from seller mentioning the fiat payment is yet to receive on the seller\'s end. Kindly provide us with proof of payment as an evidence that you have paid for the order. To maintain the fairness and justice for all users in using P2P platform, your account has been temporarily restricted until the case is solved. For more information, please check https://www.bybit.com/en-US/help-center/s/article/P2P-Terms-of-User-Service ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **p2p05-en-completion rate-maker cancel** ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ We noticed that you wish to cancel your order without affecting your completion rate, kindly click the \"cancel order\" button at your end and submit the exact reason of the cancellation attached with the relevant document(s) or screenshot(s) as proof. Thereafter, our relevant team will assist in reviewing the appeal of completion rate. Thank you for your cooperation and understanding. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **p2p06-en-completion rate-unable to cancel** ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Please communicate with the seller to cancel the appeal of the order via the conversation box provided for that order. Once the seller cancels the appeal, you may proceed to cancel the order and submit the exact reason of the cancellation attached with the relevant document(s) or screenshot(s) as proof. Thereafter, our relevant team will assist in reviewing the appeal of completion rate. Thank you for your cooperation and understanding. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **p2p07-EN-SMSnotifications** ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Due to the recent feedback of fraudulant SMS, in order to reduce similar incidents and to create a safer transaction environment, P2P order and appeal notices will no longer be notified through SMS. Users will no longer receive SMS notifications other than new order notifications from advertisers. To ensure that you do not miss important notifications related to P2P, kindly enable our App and email notification. Thank you for your understanding and support and we apologize for any inconvenience caused. ---------------------------------------------------