If your Binance order shows "Completed" but you haven't received the money, it most likely happened in P2P trading. The funds might be held by the seller in the platform's escrow, or the other party sent a fake transfer screenshot. You must hold onto three things: the order number, the payment proof, and the chat records. The platform only looks at these three types of evidence when handling disputes; everything else is just noise.
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Step 1: Identify Which "No Payment Received" Scenario You Are In
Situation A: You are the buyer in a P2P trade, and the system shows "Order Completed" but you didn't get the crypto. The other party might have used the "Quick Cancel" function to hold your coins, or uploaded a false payment proof that the system didn't catch. Your money is with you, but the crypto hasn't arrived.
Situation B: You are the seller in a P2P trade, and the buyer marked "Paid" but you didn't receive the money in your bank account. They might have sent a fake transfer screenshot or there's a bank delay. You must never release the crypto without confirming the money actually arrived in your account. If you mistakenly release, the crypto is gone.
Situation C: You made an on-chain withdrawal that shows "Completed" but the external wallet hasn't received it. The blockchain has confirmed, but the receiving platform hasn't credited it, usually due to insufficient network confirmations or the receiving platform not supporting the network. You need to check the TxID to confirm the status.
Completion standard: Be clear about your role (buyer/seller) and transaction type (P2P/on-chain withdrawal).
Step 2: Immediately Preserve Three Key Pieces of Evidence
No matter which situation you're in, the following evidence is essential. If any piece is missing, your dispute will almost certainly fail.
Evidence 1: Screenshot of the order details. Log into the Binance app or website, go to [C2C] → [Orders] → [Completed], find that order, and take a screenshot of the full page showing the order number, counterparty's nickname, coin type, amount, and time. If the order was canceled, find it under the "Canceled" tab.
Evidence 2: Proof of payment or non‑payment (based on your role)
If you are the buyer (you already paid): Open your bank or payment app, and use another device to record a video. Completely show the login process, account details (name and account number), and the transaction history where the outgoing payment appears. The video must clearly show the amount, recipient's name and account number, transaction time, and status. A screenshot is not enough—you must record a video. Screen recordings are not accepted; you must use another device to film the screen.
If you are the seller (you haven't received the money): Record a video of your bank app the same way, showing the latest transaction list. It must be clear that during the order's time window, there is no incoming transaction from the buyer.
Evidence 3: P2P order chat history. The chat window inside the P2P order is the only officially recognized communication channel. All negotiations must leave written records there. Screenshots of chats moved to WeChat or Telegram will not be accepted by the platform.
High risk: If you click "Confirm receipt and release crypto" without confirming the money actually arrived in your bank account, the platform will treat it as you actively completing the trade, and your later dispute will almost certainly fail. Money arrival is judged by the change in your bank balance, not by the other party's screenshot.
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Step 3: Submit Evidence Through the Official Dispute Channel
After collecting the evidence, use Binance's official dispute process. Do not try to solve it through a general customer service chat window — that cannot handle order disputes.
What to do:
Open the Binance app, go to [C2C] → [Orders] → [Completed] or [Canceled].
Tap on the target order, then select [Need Help] or [Appeal] at the bottom of the page.
Choose the reason for the dispute according to your actual situation:
You are the buyer who already paid: select "I have paid but the order was canceled" or a similar option.
You are the seller who didn't receive the money: select "Crypto released, but seller hasn't received payment".
In the dispute description, paste your video and screenshot evidence. The more detailed, the better, then submit.
Common reasons for failure: Many people submit only one or two screenshots and wait for the result. Video evidence must be recorded according to the official requirements (the background cannot be completely black or still; there must be moving objects, and the video must show full bank details). Otherwise, your evidence will be rejected and you'll have to resubmit, delaying the process.
How to verify completion: After submitting, check the status in [Appeal Records]. Platform customer service usually gives an initial response within 15–30 minutes; complex cases may take longer. If there is no status update for 24 hours, contact the online support inside the official Binance app and provide your appeal case number for follow-up.
