How to File a Dispute When Facing Buying Issues on OKX?

What is a Dispute?

A dispute refers to reporting any disagreements that arise during C2C transactions to OKX customer support for resolution. This process ensures fair mediation between buyers and sellers.

How to Contact Your Buyer or Seller?

Before submitting a dispute, we strongly recommend communicating directly with the other party. Here’s how:

1. Navigate to the "Orders" page and select the relevant order.
2. Click the message icon on the order details page to send an in-app chat message.

👉 Need help with C2C transactions? Explore OKX’s secure trading features

Common Issues and Solutions

Issue 1: Buyer Claims Payment Without Proof

• Steps to Take:

  1. Verify your bank/wallet for incoming transactions (some methods take 1–2 days).
  2. Request payment proof via the order’s chat function.

  3. If unresolved, ask the buyer to cancel the order or file a dispute:

     • Go to "Orders" → Select the order → Click "Need Help?" → Choose the issue → Follow prompts.

Issue 2: Seller Fails to Deliver After Payment

• Action Plan:

  1. Remind the seller via in-app chat or the "Remind Seller" button.

  2. If unresponsive:

     • Submit a dispute under "Seller Did Not Deliver".
     • Upload payment proof for OKX’s review.

Issue 3: Accidental Digital Asset Release Without Payment

• Immediate Steps:

  1. File a dispute from the order details page.
  2. Select the relevant issue and provide transaction details.

Managing Disputes

Checking Dispute Status

• Updates are sent to your registered email. Final status appears on the order page.

Canceling a Dispute

• You may cancel an active dispute from the order details page.

Processing Time

• OKX aims to resolve disputes within 12 hours. Provide comprehensive evidence (e.g., screenshots, bank statements) to expedite the process.

Important Reminders

• Verify Payments: Never release assets until funds are confirmed in your account.
• C2C Transactions: These are peer-to-peer. OKX facilitates the platform but doesn’t mediate external communications or verify third-party providers (e.g., banks).

👉 Learn more about OKX’s dispute policies

FAQs

Q1: Can OKX reverse a completed payment?

• No. Once a payment is finalized, disputes must be resolved between parties.

Q2: What if a buyer provides fake payment proof?

• Report via dispute and share your account records. OKX investigates inconsistencies.

Q3: How to prevent disputes?

• Use OKX’s escrow services and confirm payment receipts before releasing assets.

Q4: Are third-party payments supported?

• Yes, but ensure the sender’s name matches the buyer’s registered OKX account.

Q5: What’s OKX’s role in disputes?

• OKX reviews evidence but doesn’t guarantee outcomes. Responsibility lies with users.

Q6: Can I trade during an active dispute?

• Yes, unless your account is under investigation.

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