Buyer Complaints
1. Order Cancellation
Orders may be canceled due to payment expiration or buyer errors, even after payment completion. OKX support will attempt to contact the seller for refund coordination. Accounts exhibiting uncooperative behavior* may face suspension.
2. Payment-Amount/Order-Volume Mismatch
When overpayment occurs, OKX will facilitate partial refunds. Disputes are evaluated based on:
- Submitted evidence
- Platform policies
- Case-specific circumstances
Note: OKX isn't liable if sellers refuse refunds. Non-compliant accounts may be restricted.
3. Seller Delay in Crypto Release
For delayed crypto releases:
- Instant payments: Manual intervention after 15 minutes of seller non-response
- Non-instant payments: 2-5 business day resolution window based on user region
👉 Learn how to expedite P2P disputes
4. Seller Refusal to Release Crypto
OKX manually processes orders when:
- Buyer provides valid payment proof
- Seller demands higher prices (except for prices >10% below market rate)
Threshold: Orders >$1,000 allow 5% variance before cancellation.
5. Sensitive Payment Notes
Crypto-related notes (e.g., "BTC payment") trigger:
- Seller contact for crypto release/refund
- Buyer responsibility for refund fees
6. Offensive Language Usage
Platform-wide offensive language (chat, notes, etc.) may result in:
- Partial/full trading suspension
- Account restrictions after multiple offenses
Seller Complaints
1. Unpaid "Completed" Orders
If buyers mark orders complete without payment:
- OKX cancels orders after proof verification
- Repeat offenders face trading suspensions
2. Verification/Payment Discrepancies
Mismatched Accounts:
- Buyers paying to non-specified accounts forfeit refund eligibility
- 30-day trading suspension for repeat violations
Name Mismatches:
- 15-day P2P suspension
- Full buyer refund required before order cancellation
Underpayments:
- Buyers must compensate shortages within deadline
- Non-compliance leads to refund demands and account restrictions
3. Unverified Crypto Releases
Sellers releasing crypto without payment confirmation:
- Must report via OKX support portal
- Assume full financial responsibility
- OKX provides no recovery guarantees
4. Offensive Language
Same penalties as buyer violations apply.
Key Definitions
Uncooperative behavior includes:
- Fraudulent activities
- False dispute claims
- Platform circumvention attempts
- Hostile communication
- Post-order term modifications
👉 View OKX's full trading policy
FAQ Section
Q: How long does dispute resolution take?
A: Typically 2-5 business days, depending on payment method and region.
Q: Can OKX forcibly refund payments?
A: No. OKX facilitates negotiations but can't access user funds directly.
Q: What proof validates payments?
A: Unedited transaction screenshots from payment apps/banks showing:
- Recipient details
- Transfer amounts
- Timestamps
Q: Are verbal agreements binding?
A: No. Only platform-recorded communications hold weight in disputes.
Q: How many disputes trigger suspensions?
A: 3+ validated complaints within 30 days may restrict accounts.
Q: Can banned accounts be reinstated?
A: Yes, after completing OKX's compliance review process.
Disclaimer: OKX reserves full rights to suspend services for non-compliant users. Cryptocurrency trading involves inherent risks - consult financial advisors before transacting. Past performance doesn't guarantee future results.