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WEEX P2P appeals: Video evidence recording guide

By: WEEX
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To help resolve WEEX P2P disputes more efficiently, you may be asked to provide video evidence during the appeal process. Follow this guide to record and submit a complete, clear, and unedited original video so that our team can verify the relevant payment or receipt of funds.
Read the following requirements carefully before recording to ensure that your video is authentic, complete, and consistent with the disputed order.

  1. Before you start

    1. Prepare two devices: Use one device to access your bank or payment account and another device to record the entire process.
    2. Use the official application: If you need to install the relevant banking or payment app, download it from the App Store or Google Play.
    3. Ensure clear recording conditions: Record in a well-lit environment, keep the camera steady, and ensure that all account information and transaction details are clearly visible.
    4. Check your order details: Confirm the payment amount, transaction time, counterparty information, and payment account associated with the disputed P2P order.
    5. Record continuously: The video must show the entire process, from displaying the current date and time to opening the relevant transaction details. Do not cut, splice, edit, or otherwise alter the video.

  2. Step-by-step recording instructions

Step 1: Show the current date and time

Use the recording device to film the screen of the device you will use for the verification process.
Open Google Search and clearly display today's date and the current time to help establish when the video was recorded.

Step 2: Open the official banking or payment app

Open the relevant banking or payment application from the device's App Store or Google Play, and show the process of accessing the application.
If you used online banking through a computer browser, ensure that the official bank website URL is clearly visible during the recording.

Step 3: Log in to your account

Log in to the actual bank or payment account used for the disputed P2P transaction during the recording.
For your security, you may conceal your password while entering it. However, you must not skip the account login or relevant verification process.

Step 4: Show your account information

After logging in, navigate to your profile, account information, or another relevant page and clearly display:
  • The account holder's name.
  • The full bank account number, UPI ID, wallet ID, or other identifiable account information.
Ensure that the account shown is the same account used for the payment or receipt of funds associated with the disputed order.

Step 5: Open and refresh your transaction history

Navigate to the transaction history, account statement, or transaction records section of your banking or payment app.
Pull down to refresh the page and display the latest transaction records.
Ensure that the relevant records are clearly visible. Where possible, show the surrounding transaction history to help verify the transaction in question.

Step 6: Open the relevant transaction details

Locate the transaction corresponding to the disputed order and open its details page. Clearly display the following information:
  • Transaction amount and currency: The actual amount paid or received.
  • Payer and recipient information: Names, account numbers, or other identifiable details.
  • Transaction date and time: When the transaction took place.
  • Transaction status: For example, successful, processing, pending, or failed.
  • Transaction ID or reference number: The transaction ID, reference number, or other available transaction identifier.
Ensure that all available details are legible and consistent with the disputed order and your appeal statement.

  1. Additional requirements for buyers and sellers

If you are the buyer

Focus on showing the account used to make the payment and the corresponding transaction record. The video should help verify:
  • Who owns the payment account.
  • Whether a payment corresponding to the disputed order exists.
  • The actual payment amount, recipient, and transaction time.
  • The transaction status displayed by the bank or payment provider.
  • The transaction ID or reference number.
If the payment is marked as processing, pending, or otherwise not finalized, show the status accurately. Do not describe a pending transaction as a completed payment.

If you are the seller

Focus on showing your receiving account information and the latest transaction records to help verify whether the buyer's payment has been received.
  • Show the receiving account and account holder's information associated with the order.
  • Refresh and display the latest transaction records.
  • Show the relevant transaction history for the period in question.
  • If no corresponding payment can be found, clearly show the relevant records and keep the recording complete. Do not edit the video or conceal relevant records in a way that misrepresents the transaction.
Note that the absence of a transaction record alone may not determine the final outcome. WEEX will review the available evidence and other relevant information before reaching a decision.

  1. Video submission requirements

To ensure your evidence can be reviewed, comply with the following requirements:
  1. Record using a separate device: A direct screen recording from a phone or computer cannot replace the required video filmed with another device.
  2. Keep the video continuous and unedited: Do not cut, splice, speed up, add overlays, or otherwise modify the video.
  3. Make all key information clearly visible: This includes the date and time, account holder's name, account details, transaction amount, payer and recipient information, transaction status, and transaction ID or reference number.
  4. Ensure all information is authentic and consistent: The account and transaction records shown must correspond to the disputed order.
  5. Submit the original video file: Upload the video through the official WEEX appeal page or another official channel specified by customer support. Screenshots, screen recordings, edited videos, and incomplete videos cannot replace the required verification video.
  6. Provide additional evidence when requested: If customer support requests further documentation, follow the instructions and submit the required materials promptly.
Important: If your video does not meet these requirements, you may be asked to record and submit it again, which could delay the processing of your appeal.

  1. Frequently asked questions

Q1: Can I submit a screenshot of my bank transaction instead?
A: Screenshots may be accepted as supplementary evidence where appropriate, but they cannot replace the complete verification video when one is specifically requested. Be sure to follow the recording instructions above.
Q2: Can I hide my account information in the video?
A: The account holder's name, relevant account identifiers, and transaction details must be clearly visible for verification. If you are unsure which sensitive information must be displayed, contact WEEX customer support before recording. Never disclose your account password, SMS verification codes, or other login credentials.
Q3: What if my transaction record does not show a transaction ID?
A: Clearly display all transaction details provided by your bank or payment provider. If no transaction ID is available, contact your bank or payment provider for assistance and provide any additional evidence requested by WEEX customer support. Do not create or modify transaction information yourself.
Q4: What if my payment is marked as successful, but the seller claims the funds have not been received?
A: Clearly show the payment record, transaction status, and recipient information in your video. The status displayed by a bank or payment provider may not always confirm that the recipient has received the funds. WEEX will review the submitted evidence to help determine the transaction outcome.
Q5: Will submitting the video guarantee a refund or the release of my digital assets?
A: No. WEEX will review the evidence submitted by both parties, the order details, and the applicable rules before determining the outcome of the appeal. Submitting a video does not guarantee that an appeal will be upheld, that a refund will be issued, or that digital assets will be released.

Important reminder

All submitted evidence must be authentic, complete, and unaltered. Fabricating, modifying, or deliberately concealing transaction information may affect the outcome of your appeal.
Submit your evidence only through official WEEX channels and cooperate with customer support throughout the verification process.
Related articles
WEEX P2P appeals: evidence and video verification requirementsHow to submit a P2P appeal for canceled or completed orders on the WEEX websiteHow do I submit a P2P appeal on the WEEX app?WEEX P2P appeal rules: how disputes are handled
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