OKX P2P Dispute Resolution Guidelines

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Trading on peer-to-peer (P2P) platforms offers flexibility and accessibility, but it also comes with responsibilities. At OKX, ensuring a secure, fair, and transparent P2P trading experience is a top priority. This guide outlines the comprehensive dispute resolution policies that govern buyer and seller interactions on the OKX P2P platform—excluding transactions involving CNY. Understanding these rules helps users protect themselves, avoid common pitfalls, and resolve issues efficiently.

Core Keywords

Buyer Disputes: What You Need to Know

When trading cryptocurrency via OKX’s P2P marketplace, buyers have certain rights and protections. However, these protections are conditional upon following platform rules and providing accurate information.

Order Cancellation After Payment

Even if a payment is successfully sent, an order may still be canceled due to expired payment time or buyer error. In such cases, OKX customer support will contact the seller to request fund return. Cooperation from both parties is essential. Users who refuse to assist or act in bad faith may face account suspension or termination.

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Mismatched Payment Amounts

If a buyer pays more than the order amount, OKX support will reach out to the seller to arrange a refund of the overpaid amount. When a dispute is filed, evidence provided by the complainant will be carefully reviewed. The other party will be notified and asked to submit relevant information. OKX aims to resolve disputes fairly based on platform policies and specific circumstances.

However, if the seller refuses or is unable to return excess funds, OKX is not liable for resulting losses. Repeated refusal to cooperate may result in trading restrictions.

Delayed Cryptocurrency Release by Seller

For instant payment methods (e.g., real-time bank transfers), if the seller does not release crypto within 15 minutes, OKX support will intervene. If the seller remains unresponsive, the system will manually release the cryptocurrency to the buyer.

For non-instant payment methods (e.g., standard bank transfers), OKX support will contact the seller between 2 to 5 business days after payment initiation, depending on the user's region. If no payment is received within this window, the seller must report the issue via the “Need Help?” button on the order page. Failure to do so may result in automatic crypto release, as the system assumes payment was received.

Seller Refuses to Release Crypto After Full Payment

If a buyer pays the correct amount from their verified OKX account but the seller refuses to release cryptocurrency—especially to renegotiate price—OKX will step in. After 12 hours, support will manually release the crypto, unless the listed price was abnormally low (more than 10% below market value).

Note: For orders exceeding $1,000 USD, a 5% tolerance range applies. If the payment difference exceeds this threshold, the order will be canceled.

Restricted Information in Payment Notes

Including sensitive terms in payment references—such as "P2P," "OKX," "BTC," "ETH," or other cryptocurrency-related identifiers—can lead to complications. If such terms are detected and the seller refuses to release crypto, OKX support will intervene to either release funds or ensure a refund. However, the buyer bears all costs associated with fund recovery.

Use of Offensive Language

The use of abusive or offensive language anywhere on the OKX P2P platform—including chat functions, support conversations, or order comments—can result in partial or full trading suspension. Repeated violations or multiple disputes based on the same behavior will trigger stricter enforcement actions.

Seller Disputes: Protecting Your Interests

Sellers play a critical role in maintaining trust on the P2P platform. These guidelines help sellers understand their rights and how OKX supports them during disputes.

Buyer Marks Payment as Complete Without Proof

If a buyer clicks “Payment Sent” or “Remind Seller” without making a payment or providing valid proof, OKX support will investigate. Valid proof must come directly from the payment app or bank website and show no signs of editing.

If no verifiable payment is found and the buyer is unresponsive, the order will be canceled. Buyers who repeatedly submit false payment confirmations (three times or more) may face temporary or permanent trading restrictions.

However, if authentic proof is provided but the seller hasn’t received funds, OKX will contact the seller to release crypto. If they fail to respond in time, OKX may manually release it. Sellers must report issues promptly—failure to contact support is treated as confirmation of receipt.

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Incorrect Payment Details or Amounts

Transferring funds to an incorrect account number or a third-party account not listed in the order details voids OKX’s liability. Refunds are not guaranteed in such cases.

Repeated misuse—such as sending payments to wrong accounts multiple times—can result in a 30-day trading suspension for the buyer.

If the payer’s name does not match the name verified on the buyer’s OKX account, their P2P trading function will be suspended for 15 days. In such cases:

The buyer covers all refund-related fees.

For underpayments:

OKX does not compensate for transaction-related losses in such scenarios and reserves the right to restrict users who act dishonestly or obstruct resolution.

Seller Releases Crypto Without Confirming Payment

Once a seller releases cryptocurrency without confirming full payment, they assume full responsibility. This action bypasses all platform protections.

OKX cannot recover unpaid funds or guarantee compensation. Sellers should always verify receipt through official channels before releasing assets. In unresolved cases where buyers refuse cooperation, sellers may report incidents to law enforcement.

Offensive Language by Either Party

As with buyer disputes, using offensive language during any interaction on OKX’s P2P platform can lead to trading limitations. Multiple complaints against a single user for abusive behavior will result in escalated penalties.

Frequently Asked Questions (FAQ)

Q: What should I do if my buyer hasn’t paid but marked the order as complete?
A: Report it immediately using the “Need Help?” option on your order page. Provide any available evidence. OKX will review and take appropriate action.

Q: Can I get my money back if I sent it to the wrong bank account?
A: Unfortunately, OKX cannot reverse external bank transfers. Always double-check recipient details before sending funds.

Q: How long does it take for OKX to resolve a dispute?
A: Most disputes are reviewed within 24–72 hours, depending on complexity and responsiveness of both parties.

Q: Will I be penalized if I accidentally enter incorrect payment info?
A: A one-time mistake typically won’t result in penalties, but repeated errors may trigger temporary restrictions.

Q: What counts as valid payment proof?
A: Screenshots from your banking app or website showing transaction ID, amount, date, recipient name, and status—unmodified and clearly legible.

Q: Can I contact the other party outside OKX?
A: No. Communicating or trading outside the OKX platform violates terms of service and may lead to account suspension.

Final Notes on Safety and Compliance

OKX emphasizes transparency, fairness, and accountability in every P2P transaction. While the platform provides robust dispute resolution mechanisms, user diligence remains key. Always:

By adhering to these principles and understanding your rights and responsibilities, you contribute to a safer, more reliable P2P ecosystem.

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