What to Do When Buyers Pay the Wrong Amount
Buying cryptocurrencies on peer-to-peer (P2P) platforms like OKX can sometimes lead to payment discrepancies. Whether you've overpaid, underpaid, or sent funds to the wrong account, here's your comprehensive action plan:
Scenario 1: Overpayment
1. For Uncompleted Orders
If you've clicked "Transfer Completed" but the seller hasn't released coins:
- Use the in-app messaging system to request a refund.
If unresolved, immediately:
- Navigate to: Buy → C2C Buy → Select Order → Help → Other
- Choose "Contact Seller" or "File Appeal"
- Submit transaction evidence (screenshots help)
2. For Completed Orders
After coins are released but you discover overpayment:
- Follow the same appeal process above
Alternatively:
- Access help via: Profile Icon → Help Center → Live Chat
- Type "Human Agent" and select "Trading Issues"
Scenario 2: Underpayment
When you realize insufficient funds were sent:
Contact seller via IM to:
- Negotiate balance top-up OR
- Request full refund
If unresponsive:
- Wait 5 minutes then click "Appeal"
- Cancel order after refund confirmation
Scenario 3: Wrong Recipient Account
Case A: Paid via wrong method (e.g., used WePay for Alipay order)
- IM seller to confirm receipt
- If denied, appeal with payment proof
Case B: Sent to third-party account
- Immediately contact recipient for refund
- Cancel original order
Pro Tips for Smooth Transactions
✅ Always double-check payment amounts and details
✅ Keep transaction screenshots until order completion
✅ Enable phone notifications for support calls
👉 Secure your next crypto trade with OKX's verified P2P platform
FAQ
Q1: How long do refunds take?
A: Typically 1-3 business days after seller confirmation.
Q2: What if the seller disappears?
A: OKX support will freeze the seller's assets during investigation.
Q3: Can I cancel an appeal?
A: Yes, via the same order page before resolution.
Q4: Are virtual phone numbers reusable?
A: No, they expire in 3 minutes—refresh to get a new one.
Q5: What evidence helps most in appeals?
A: Timestamped bank/POS receipts showing exact amounts.