Introduction
This guide outlines the official appeal process for P2P transactions on OKX (excluding CNY trades). Both buyers and sellers should familiarize themselves with these rules to ensure smooth dispute resolution.
Buyer Appeals
1. Order Cancellation After Payment
Even if payment is completed successfully, orders may be canceled due to:
- Payment expiration
- Buyer error
OKX support will attempt to contact the seller for fund recovery. Accounts may be suspended for non-cooperation or bad faith behavior during this process.
2. Payment Amount Discrepancies
When payment amounts don't match order values:
- Overpayment: OKX facilitates negotiations for excess amount refunds
- Underpayment: Buyers must pay remaining balance within stipulated time
- Evidence review: Both parties must provide transaction proofs
👉 Learn how to verify P2P payments securely
3. Cryptocurrency Transfer Delays
- Instant payments: Sellers must transfer crypto within 15 minutes
- Non-instant methods: 2-5 business days processing time (varies by region)
Support manually processes transfers if sellers don't respond.
4. Seller Refusal to Transfer
OKX will manually send assets after 12 hours if:
- Correct payment amount was sent
- Seller attempts price renegotiation (except for orders priced >10% below market)
Note: For orders >$1000, a 5% variance threshold applies.
5. Cryptocurrency-Related Transfer Notes
Messages containing crypto-related terms may:
- Trigger mandatory seller cooperation
- Incur refund fees paid by buyer
6. Offensive Language Policy
Using abusive language in:
- Order chats
- Support communications
- Public comments
May result in partial or full trading suspension.
Seller Appeals
1. False "Paid" Claims
When buyers mark orders as paid without proof:
- First offense: Order cancellation
- Repeat offenses (3+): Trading restrictions
2. Payment Account Mismatches
- Wrong recipient accounts: OKX isn't liable for losses
- Name discrepancies: 15-day P2P suspension for buyers
- Partial payments: Sellers may request refunds (buyer covers fees)
3. Unverified Payments
Sellers who transfer crypto without payment confirmation:
- Must report issues immediately
- Assume full financial responsibility
- May involve law enforcement for fraud cases
4. Offensive Language Consequences
Same penalties apply to sellers using abusive communications.
Key Policies
Bad Faith Definition Includes:
- Fraudulent intent
- False appeals
- Hidden fees
- Off-platform trading attempts
Platform Rights:
- Account suspension/termination authority
- Final dispute resolution decisions
FAQ Section
Q1: How long do appeal resolutions take?
A: Typically 24-72 hours depending on evidence complexity.
Q2: Can I recover funds if scammed?
A: OKX facilitates but doesn't guarantee recoveries. Always verify transaction details.
Q3: What's considered "abusive language"?
A: Threats, slurs, or harassment in any platform communication.
Q4: Why was my account suspended?
A: Due to repeated policy violations or suspicious activity patterns.
Q5: How are pricing disputes resolved?
A: Based on market benchmarks at transaction time with allowed variance thresholds.
Q6: Where can I get real-time support?
👉 Access OKX P2P support here
Disclaimer: OKX reserves all rights regarding account restrictions and final interpretations of these rules. Digital asset trading carries inherent risks - users participate at their own discretion.