Buyer Disputes
1. Order Cancellation
Even after successful payment, orders may be canceled due to payment timeout or buyer error. OKX customer support will coordinate refunds with sellers. Accounts may be suspended for non-cooperation or bad faith*.
2. Payment Amount Discrepancy
If overpaid, OKX facilitates partial refunds. Disputes are investigated with evidence from both parties. Sellers unable to refund may result in buyer losses. OKX isn't liable for such losses.
3. Seller Crypto Release Delay
- Instant payments: Support intervenes after 15 minutes of seller inactivity.
- Non-instant: Sellers have 2-5 business days (region-dependent) to confirm receipt. Unconfirmed payments may trigger manual crypto release.
4. Seller Refusal to Release
OKX manually processes orders after 12 hours if:
- Buyer paid correctly from verified account.
- Seller demands higher prices (except for orders priced >10% below market rate).
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5. Sensitive Payment Notes
Crypto-related notes in payment remarks require seller confirmation for release/refund. Buyers bear return fees.
6. Offensive Language
Accounts may be suspended for abusive language in chats/order comments.
Seller Disputes
1. False "Payment Complete" Claims
- No payment proof → Order canceled.
- Repeat offenses (≥3) → Trading suspension.
- Valid proof → OKX enforces crypto release.
2. Payment Account Mismatches
- Wrong recipient account: OKX isn't liable; refunds aren't guaranteed. Repeat offenders face 30-day suspensions.
- Unverified payer name: 15-day P2P suspension. Full refund required before order cancellation.
- Underpayments: Buyers must settle balance. Sellers may refund received amounts if uncooperative.
3. Premature Crypto Release
Sellers must verify full payment before releasing crypto. OKX isn't liable for losses from premature releases.
4. Offensive Language (Same as Buyer Section)
Trading suspensions apply for abusive behavior.
FAQ Section
Q: How long does dispute resolution take?
A: Typically 1-5 business days, depending on case complexity.
Q: Can I appeal a suspension?
A: Yes, contact support via the "Need Help?" option in your order history.
Q: Who covers return fees?
A: Buyers typically bear fees for refund-related transactions.
Bad faith includes: Fraud, fake disputes, off-platform trade solicitation, or hidden fees.
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Disclaimer: OKX reserves rights to suspend services for non-cooperation. Crypto trading involves risk; consider your financial situation before participating.