Trading issues are handled through CoinCola online customer service system. You can initiate a complaint as long as the time-window set for the trade has expired.
- Open the APP order page, open the desired trade, click the "Help" button in the upper right corner, select “order a complaint”, fill in the details and attach an image to prove your case.
- Once the complaint has been accepted by the system, you will receive push SMS notification from the system. Alternatively, you can also submit additional evidence and inquire the progress of the complaint contacting via email at firstname.lastname@example.org.
- During working days, the standard complaints processing time is about 1-4 hours. During holidays or for complex disputes, the processing time will be extended according to circumstances.
- Once you’ve confirmed a complaint, the relevant assets will be frozen by the platform. During this time, please keep an on-going communication with CoinCola support.