Buyer Disputes
1. Order Cancellation
Even with successful payment completion, orders may be canceled due to payment expiration or buyer error. OKX customer support will attempt to contact the seller to arrange refunds. Accounts displaying uncooperative or bad-faith behavior* during this process may face suspension.
2. Payment Amount Discrepancy
If buyers overpay, OKX will facilitate partial refunds. Disputes are resolved after evidence review, with decisions based on platform policies and case specifics. Sellers refusing refunds absolve OKX of liability.
👉 Learn how OKX protects your P2P transactions
3. Delayed Crypto Release by Seller
For real-time payments:
- Sellers failing to release crypto within 15 minutes will be contacted.
- Non-responsive sellers trigger manual crypto release by OKX.
For non-instant payments:
- Crypto is released within 2–5 business days (region-dependent).
- Unreceived payments require seller-initiated follow-ups via "Need Help?" in the order.
4. Seller Refusal to Release Crypto
OKX manually releases orders after 12 hours if:
- Correct payment was made from a verified OKX-matched account.
- Seller attempts price renegotiation (excluding abnormally low prices: -10% market rate).
Note: Orders >$1,000 allow a 5% variance; larger differences cancel the order.
5. Sensitive Payment Notes
Buyers including crypto-related terms (e.g., "P2P," "BTC," "OKX") in payment notes prompt OKX to enforce crypto release or refunds. Buyers bear refund fees.
6. Offensive Language
Platform-wide offensive language (chat, comments, support) may result in account suspension.
Seller Disputes
1. False "Payment Completed" Claims
Buyers clicking Payment Completed without paying face order cancellation. Repeat offenders (≥3 instances) incur trading suspensions.
2. Payment Verification Issues
- Mismatched accounts: Buyers paying to non-specified accounts void OKX liability. Repeat violations trigger 30-day trading bans.
- Name discrepancies: 15-day P2P suspension for unverified names; sellers must refund.
- Underpayments: Buyers must settle balances within stipulated timeframes. Sellers releasing crypto prematurely assume losses.
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3. Unconfirmed Payments with Crypto Release
Sellers must report issues via OKX’s Order section. Buyers refusing cooperation may face legal escalation. Sellers bear full responsibility for unrecovered funds.
4. Offensive Language
Multiple offenses lead to partial/full trading suspensions.
FAQs
Q: How long does OKX take to resolve disputes?
A: Typically 24–48 hours after evidence submission, depending on case complexity.
Q: Can I appeal a dispute decision?
A: Yes, within 7 days via customer support with new evidence.
Q: Are chargebacks possible for crypto transactions?
A: No. Crypto transactions are irreversible once blockchain-confirmed.
Q: What happens if a seller ignores refund requests?
A: OKX may suspend accounts and enforce platform penalties.
Bad-faith behavior includes fraud, false disputes, delayed communication, off-platform trade solicitation, or post-order term alterations.
Disclaimer: OKX reserves the right to suspend services for non-compliant users. Digital assets are volatile and high-risk. OKX does not provide investment advice. Consult financial experts for personalized guidance.