Peer-to-peer (P2P) trading offers users a decentralized and flexible way to exchange digital assets directly with one another. However, disputes can arise due to miscommunication, payment issues, or technical delays. To ensure fairness, transparency, and security for all participants, OKX has established a comprehensive P2P dispute resolution framework. This guide outlines the key policies and procedures for both buyers and sellers involved in P2P transactions on the OKX platform.
Understanding these rules helps users avoid common pitfalls, respond appropriately during conflicts, and maintain compliance with platform guidelines. Whether you're new to crypto trading or an experienced participant, knowing how disputes are handled is essential for a secure and smooth experience.
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Buyer-Related Disputes
Order Cancellation After Payment
Even after a buyer completes a payment, there may be situations where the order is canceled—either due to user error or expiration of the payment window. In such cases, OKX customer support will make every effort to contact the seller and facilitate a refund process. However, it's important to note that OKX does not guarantee refunds if the seller is uncooperative.
Accounts found to be acting in bad faith—such as repeatedly canceling paid orders without justification—may face temporary suspension or permanent restriction of trading privileges.
Mismatched Payment and Order Amounts
If a buyer sends more than the required amount, OKX support will attempt to coordinate with the seller to return the excess funds. During any dispute, the support team carefully reviews submitted evidence from both parties. Affected traders are notified of the dispute filing and asked to provide relevant documentation.
Resolution decisions are based on available information, platform policies, and the specific context of each case. If the seller refuses to return overpaid amounts, OKX is not liable for resulting losses. Users who fail to cooperate or exhibit malicious intent may have their accounts restricted.
Delayed Crypto Release by Seller
When a buyer makes an instant payment (e.g., via real-time bank transfer), the seller is expected to release the cryptocurrency within 15 minutes. If they do not, OKX support will intervene by contacting the seller. Should there be no response within the designated timeframe, OKX may manually release the crypto assets to the buyer.
For non-instant payment methods (such as standard bank transfers), sellers are given 2–5 business days (depending on region) to confirm receipt before releasing crypto. If no confirmation is made within this period, and the seller hasn’t contacted support through the “Need Help?” option in the order, OKX assumes payment was received and proceeds accordingly with dispute resolution.
Seller Refuses to Release Crypto
If a buyer has paid the correct amount from their verified OKX account but the seller refuses to release the crypto—especially in attempts to renegotiate at a higher price—OKX will step in. After 12 hours, support may manually release the crypto, provided the payment matches the order value.
An exception applies when the offered price is significantly below market value (more than 10% lower). For orders exceeding $1,000, a ±5% price deviation is allowed. Exceeding this threshold results in automatic order cancellation.
Sensitive Information in Payment Notes
Including sensitive terms in payment descriptions—such as "OKX," "P2P," "BTC," "ETH," or other cryptocurrency-related keywords—can trigger compliance alerts. If detected, OKX support will contact the seller to either release the crypto or issue a refund. Any associated refund fees will be borne entirely by the buyer.
To prevent complications, buyers should use neutral transaction notes that avoid referencing digital assets or exchange platforms.
Use of Offensive Language
The use of abusive, threatening, or harassing language on the OKX P2P platform—including in chat messages, support interactions, or order comments—is strictly prohibited. Users reported multiple times for inappropriate conduct may face partial or full suspension of trading privileges.
Maintaining respectful communication ensures a safer environment for all participants.
Seller-Related Disputes
Buyer Marks Payment as Complete Without Sending Funds
A common issue arises when a buyer clicks "Payment Completed" or "Remind Seller" without actually transferring funds or providing valid proof of payment from an official banking source. In such cases, OKX support will cancel the order.
If this behavior occurs three or more times, the buyer’s trading activity may be suspended. However, if legitimate proof is provided but the seller hasn’t received it, OKX will prompt the seller to release crypto. Failure to respond leads to manual release by support.
Sellers must proactively report issues using the “Need Help?” feature. Failing to do so may result in OKX assuming successful receipt of funds.
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Mismatched Account Details or Incorrect Payment Amounts
Transferring funds to an incorrect bank account—or one not listed in the order details—voids any liability from OKX. The platform cannot recover lost funds or guarantee refunds in such cases.
Repeated violations (e.g., sending payments to wrong accounts multiple times) may lead to a 30-day suspension of the buyer’s P2P trading function.
Additionally:
- If the payer’s name doesn’t match the verified name on the OKX account, the buyer’s P2P access will be suspended for 15 days.
- In such cases, crypto will not be released, and the seller must refund the full amount.
- The order is canceled once proof of refund is submitted and acknowledged by the buyer.
- All associated refund costs are borne by the buyer.
For underpayments:
- Buyers are given a deadline to pay the outstanding balance.
- If they fail or refuse, OKX requests the seller to return received funds.
- If a seller releases crypto before receiving full payment and the buyer refuses to pay the remainder, the seller bears full responsibility for the loss.
OKX reserves the right to restrict accounts showing uncooperative or malicious behavior.
Seller Releases Crypto Without Confirming Payment
Sellers who release cryptocurrency without verifying payment assume full responsibility for any resulting losses. This action undermines transaction integrity and is strongly discouraged.
In such cases, OKX cannot intervene or guarantee fund recovery. Sellers should always use the “Need Help?” feature within their order dashboard to report issues. If buyers are unresponsive or fraudulent, legal action may be pursued independently.
General Conduct and Compliance
Prohibited Communication Practices
Using offensive language or engaging in harassment on any part of the P2P interface—including user chats, customer service conversations, or comment sections—can lead to account restrictions. Multiple dispute reports based on conduct violations may result in temporary or permanent suspension.
Definition of Bad Faith Behavior
"Bad faith" includes, but is not limited to:
- Fraudulent activity toward trading partners
- Buyers who don’t pay after marking payment as complete
- Sellers who don’t release crypto after receiving funds
- Filing false disputes or making baseless accusations
- Avoiding communication or being uncooperative
- Charging hidden fees
- Attempting to alter agreed terms post-order
- Encouraging off-platform communication or trades
OKX reserves the right to suspend or terminate services for users exhibiting such behaviors.
Frequently Asked Questions (FAQ)
Q: What should I do if a buyer hasn’t paid but marked payment as complete?
A: Report it immediately using the “Need Help?” option in your order. Provide any evidence you have. OKX will investigate and cancel the order if no valid proof is submitted.
Q: Can I get my money back if I sent it to the wrong bank account?
A: Unfortunately, OKX cannot recover funds sent to incorrect accounts. Always double-check recipient details before transferring.
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: Who is responsible if I release crypto before confirming payment?
A: The seller assumes full liability. Never release assets without confirmed receipt of funds.
Q: Will I be penalized for including “BTC” in my payment note?
A: While not automatically penalized, doing so may trigger a compliance review and require a refund at your expense.
Q: What happens if I’m accused of bad faith trading?
A: OKX may suspend your trading privileges temporarily or permanently based on investigation findings.
👉 Stay protected—trade P2P with confidence using built-in safeguards
By adhering to these guidelines, users contribute to a safer, more reliable P2P trading ecosystem on OKX. Always verify details, communicate clearly, and act in good faith to minimize disputes and maximize trust.