OKX P2P Appeal Handling Rules

*Please note: these rules apply to HKD and TWD transactions only.

Buyer Disputes

1. Order has been cancelled:
   If an order exceeds the time limit and is automatically cancelled by the system, but the buyer has already completed payment, or if the order was mistakenly cancelled after the buyer completed payment, OKX customer service will make every effort to contact the seller to request a refund. If the seller refuses to issue a refund, OKX bears no responsibility for any losses arising from the Trade. If the customer is unwilling to cooperate with OKX during this process, OKX reserves the right to suspend their account.
2. Payment amount does not match the order amount:
   If the actual amount paid by the buyer exceeds the order amount, and the buyer has clicked the [Mark as Paid] and [I Have Completed Payment] buttons, OKX customer service will contact the seller to request a refund. If the seller refuses to issue a refund, the buyer shall bear full responsibility for any loss of funding. If the customer is unwilling to cooperate with OKX during this process, OKX reserves the right to suspend their account.
3. Seller fails to release cryptocurrency in a timely manner:
   If the buyer successfully completes payment via an instant payment method and the seller has not released the cryptocurrency within 15 minutes, OKX customer service will contact the seller to request the release. If the seller fails to respond within the specified timeframe, OKX customer service will manually release the cryptocurrency.
   If the buyer uses a non-instant payment method and the seller is unable to receive the funding in time, the seller may choose to proceed with or cancel the Trade, and fill or cancel the order once the funding have arrived. If the payment does not arrive within the specified timeframe, the seller must contact OKX customer service to report the issue. If the seller does not contact us, payment will be deemed as received and OKX customer service will manually release the cryptocurrency.
4. Seller is unwilling to release cryptocurrency:
   The buyer has paid the correct amount from their own account (the account holder name must match the verified name on the OKX account), but the seller refuses to release the cryptocurrency and attempts to settle the Trade at a higher price.
   Unless the original price is excessively low (more than 10% below market price), the order will be manually released by customer service.
   Note: For orders exceeding USD 1,000, a 5% threshold applies. If the order price is more than 5% below market price, the order will be cancelled.
5. Buyer left a remark during the transfer and the seller has not released cryptocurrency:
   If the buyer includes sensitive words or expressions in the payment remarks — such as digital currency, peer-to-peer, OKX, BTC, or other related sensitive information (even though the seller has stated in their terms not to include such references) — OKX customer service will contact the seller to release the cryptocurrency or issue a refund. Any fees incurred during the refund process shall be borne by the buyer.
6. Use of offensive language:
   Either party uses offensive language on the peer-to-peer platform. This includes but is not limited to the customer chat tool, customer service live chat, and the order review section. If a customer receives two or more disputes, certain account functions will be disabled.

Seller Disputes

1. Buyer has not paid but has clicked "Mark as Paid" or "I Have Completed Payment":
   If the buyer has not made payment or has not provided any proof of payment, or if the buyer cannot be reached within a certain timeframe, OKX customer service will cancel the order. If an order is cancelled three or more times for the same reason, certain account functions of that customer will be disabled.
   If the buyer has made payment but the seller has not received it, OKX customer service will contact the seller to verify receipt of funding, and release the cryptocurrency within 15 minutes of the seller confirming receipt. If the cryptocurrency is not released within the specified timeframe, OKX customer service will manually release it. If the cryptocurrency cannot be released normally, the seller must contact customer service to report the issue.
2. Verification information or payment amount does not match:
   If the buyer transfers funding to a payment account other than the one specified in the payment details — whether another account belonging to the seller or a third party's account — OKX bears no responsibility for any losses arising from the Trade and does not guarantee a refund. If the buyer repeatedly makes payments to accounts other than the seller's designated account, customer service reserves the right to freeze the buyer's account.
   If the buyer's payment account name does not match the verified name on OKX C2C (or the legal representative of a corporate account), the buyer's peer-to-peer function will be disabled for violating OKX C2C trading rules. In this case, the cryptocurrency will not be released, and we will require the seller to issue a full refund to the buyer. Once the seller submits proof of refund and the buyer confirms receipt, the order will be cancelled. Any fees incurred shall be borne by the buyer.
   If the buyer has made payment but the amount is less than the order amount, we will require the buyer to pay the remaining balance within a specified timeframe. Any fees incurred shall be borne by the buyer. If the buyer fails to respond in time or refuses to pay the remaining balance, we will require the seller to return the amount already received. If the customer is unwilling to cooperate with OKX during this process, OKX reserves the right to suspend their account. OKX bears no responsibility for any losses arising from the Trade.
   If the actual amount paid by the buyer is less than the order amount, but the seller has already released the cryptocurrency before receiving full payment, OKX customer service will contact the buyer to pay the remaining balance. If the buyer refuses to pay the remainder, the seller shall be responsible for the loss of funding. OKX bears no responsibility for any losses arising from the Trade, and if the customer is unwilling to cooperate with OKX, OKX reserves the right to suspend their account.
3. Seller releases cryptocurrency without confirming receipt of payment in their account:
   The seller should contact the support team to report the issue. If the buyer is unresponsive or refuses to cooperate, the seller may report the case to law enforcement.
   If the seller releases cryptocurrency without confirming receipt of payment in their account, the seller shall bear full responsibility. OKX bears no responsibility for any losses arising from the Trade and does not guarantee recovery of funding.
4. Use of offensive language:
   Either party uses offensive language on the peer-to-peer platform. This includes but is not limited to the customer chat tool, customer service live chat, and the order review section. If a customer receives two or more disputes, certain account functions will be disabled.
   *If the customer is unwilling to cooperate with OKX during this process, OKX reserves the right to suspend the provision of OKX services to them.