OKX P2P Dispute Handling Rules

If the order’s time limit expired and the order was automatically canceled by the system, but the buyer had completed the payment, or if the order was canceled by mistake after the buyer completed the payment, OKX customer support agents will contact the seller for a refund on a best effort basis. If the seller refuses to refund, OKX is not liable for any loss resulting from the transaction. OKX reserves the right to suspend users that are uncooperative, or acting in bad faith, during the process.

If the actual amount paid by the buyer is greater than the order amount, and the buyer clicks Payment completed or Remind seller, OKX customer support agents will contact the seller for a partial refund of the surplus. If the seller refuses to refund the surplus, the buyer is solely responsible for the loss of surplus. OKX reserves the right to suspend users that are uncooperative, or acting in bad faith, during the process.

After the buyer successfully completed the payment by using the real-time payment method, but the seller did not release the crypto within 15 minutes, OKX customer support agents will contact the seller to release the crypto as ordered. If the seller doesn't respond within a prescribed timeframe, OKX customer support agents will manually handle the release of the crypto as ordered.

If the buyer used the non-instant payment method to make the payment and the seller cannot receive the payment in time, OKX customer support agents will contact the seller and ask them to release the crypto within two working days. If the payment hasn’t arrived within the prescribed timeframe, the seller needs to contact OKX customer support to report the issue. If the seller hasn't contacted us, it will be considered as payment duly received. OKX customer support agents will manually handle the release of the crypto as ordered.

The buyer has paid the correct amount from their account (the account holder’s name matched with the verified name on their OKX account), but the seller is unwilling to release the crypto and is trying to cut the deal at a higher price.

Except for cases where the price is abnormally low (-10% market price), the order will be released manually by the OKX customer support agent.

Note: For orders with an amount higher than 1,000 USD, we will apply a (5% range), if the difference is higher than that, the order shall be canceled.

If the buyer included sensitive words or expressions, such as digital currency, C2C/P2P, OKX, BTC, etc. or other sensitive information in the payment remarks when making a transfer (despite the seller already stating in their terms not to mention such words), OKX customer support agents will contact the seller to either release the crypto or process a refund. Any fees incurred during the refund shall be covered by the buyer.

The two parties used offensive language on the OKX P2P Platform. This includes but not limited to, the chatting tools with users and the customer support live chat, as well as the order comment section. If two or more disputes were filed against a single user on this basis, that user's account shall be partially or entirely suspended from trading.

If the buyer did not pay or didn't provide any proof of payment or couldn't be reached within a prescribed timeframe, the OKX customer support agents will cancel the order. If orders are canceled for the same reason for three or more times, that user's account shall be partially or entirely suspended from trading.

If the buyer paid, but the seller did not receive the payment, OKX customer support agents will contact the seller to release the crypto within two working days. If the crypto hasn't been released within the prescribed timeframe, OKX customer support agents will manually handle the release of the crypto as ordered.. If the crypto cannot be released normally, the seller needs to contact customer support to report the issue. If the seller doesn’t contact us, it will be considered as payment duly received.

If the buyer transfers money to the seller's other payment accounts or another person's payment account instead of the one provided in the payment information, OKX is not liable for any loss resulting from the transaction and a refund is not guaranteed. If the buyer repeatedly makes payments to accounts other than the one specified by the seller on the OKX Platform, OKX shall suspend such buyer's account from trading for 30 days.

If the name of the buyer's payment account doesn't match the verified name on OKX Platform, the buyer's P2P function shall be suspended for 15 days due to a violation of OKX P2P User Transaction Rules. In this case, the crypto will not be released and the seller will be asked to refund the full amount to the buyer. The order will be canceled after the seller submits a proof of refund and the buyer acknowledges receipt of such refund. Any fees incurred during the refund shall be covered by the buyer.

If the buyer has paid, but the amount is less than the order amount, the buyer will be asked to pay the outstanding amount within a prescribed timeframe. Any fees incurred during the refund shall be covered by the buyer. If the buyer fails to respond in time or refuses to pay the outstanding amount, the seller will be asked to refund the funds they received. OKX reserves the right to suspend users that are uncooperative, or acting in bad faith, during the process. OKX is not liable for any loss resulting from the transaction.

If the actual amount paid by the buyer is less than the order amount but the seller has released the crypto before receiving the full payment, OKX customer support agents will contact the buyer to request for payment of the outstanding amount to the seller. If the buyer refuses to make the payment, the seller is responsible for the loss of funds. OKX is not liable for any loss resulting from the transaction and reserves the right to suspend users that are uncooperative, or acting in bad faith, during the process.

The seller should contact customer support to report the issue. If the buyer is not responsive or refuses to cooperate, the seller may report the case to law enforcement agencies.

The seller shall take full responsibility for releasing the crypto without confirming receipt of full payment in the account. OKX is not liable for any loss resulting from the transaction and cannot guarantee or promise that the outstanding funds will be recovered.

The two parties used offensive language on the OKX P2P Platform. This includes but not limited to, the chatting tools with users and the customer support live chat, as well as the order comment section. If two or more disputes were filed against a single user on this basis, that user's account shall be partially or entirely suspended from trading.

*OKX reserves the sole right to suspend or terminate any or all services provided by OKX to users that are uncooperative, or acting in bad faith, during the process.