👉 Learn more about secure crypto trading
This guide outlines the dispute resolution process for OKX C2C trading involving HKD and TWD transactions. It provides clear protocols for both buyers and sellers to ensure fair and efficient conflict resolution.
Buyer Disputes
1. Cancelled Orders
If an order is automatically cancelled by the system after expiration but payment was already completed:
- OKX support will contact the seller for refund processing
- Non-cooperative sellers may face account restrictions
- Buyers refusing to cooperate may have their accounts suspended
2. Payment Amount Discrepancies
When payment exceeds order amount:
- Sellers will be contacted for refund of excess funds
- Buyers assume full responsibility if sellers refuse cooperation
- Repeated incidents may trigger account restrictions
3. Delayed Crypto Release
Instant Payment Cases:
- Sellers must release cryptocurrency within 15 minutes of payment
- After 15 minutes, OKX may manually release the assets
Non-Instant Payment Cases:
- Sellers may choose to wait for funds or cancel transaction
- Unreported payment issues after 24 hours will trigger manual release
4. Seller Refusal to Honor Transaction
When sellers demand higher prices post-payment:
- Orders will be manually completed unless pricing was ≥10% below market rate
- High-value orders (>$1,000) allow only 5% variance before cancellation
5. Sensitive Payment Notes
If buyers include prohibited terms (crypto-related words) in payment notes:
- OKX will require seller cooperation for release or refund
- Buyers bear responsibility for any resulting fees
6. Offensive Language
Prohibited behavior includes:
- Abusive language in chats or order comments
- Multiple offenses result in account restrictions
👉 Discover best practices for C2C trading
Seller Disputes
1. False Payment Claims
When buyers mark payment as complete without proof:
- Unresponsive buyers trigger order cancellation
- Repeat offenders face account restrictions
- Payment verification occurs before crypto release
2. Verification/Amount Issues
Wrong Recipient Accounts:
- OKX assumes no liability for misdirected payments
- Repeat offenses may freeze buyer accounts
Name Mismatches:
- Buyers with unverified payment accounts face C2C restrictions
- Full refunds required before order cancellation
Partial Payments:
- Buyers must complete payment within stipulated time
- Non-compliance triggers full refund requirements
3. Premature Crypto Release
Sellers releasing crypto before payment confirmation:
- Must report issues immediately
- Assume full financial responsibility
- OKX provides no recovery guarantees
4. Offensive Language
Same penalties as buyer cases apply
FAQ Section
Q: What happens if a seller refuses to refund an overpayment?
A: Buyers assume full responsibility for excess funds when sellers don't cooperate with OKX's refund request.
Q: How long do sellers have to release cryptocurrency?
A: 15 minutes for instant payments. Non-instant payments follow different verification timelines.
Q: Can OKX recover funds sent to wrong accounts?
A: No. Users sending payments to incorrect accounts assume full liability with no guaranteed recovery.
Q: What constitutes offensive language in disputes?
A: Any abusive content in chats, support messages, or order comments, with repeated offenses triggering restrictions.
Q: How are pricing disputes resolved?
A: Orders within 10% of market rate (5% for >$1,000) are honored. Significant deviations may cancel transactions.
OKX reserves the right to suspend services for users who fail to cooperate during dispute resolution processes.