How do I raise a dispute when using P2P trading?

If you encounter any issues during the C2C transaction process, we strongly recommend that you communicate with the buyer or seller before submitting an appeal. The operation path is as follows: Open the App, tap [C2C Buy Crypto] - [Orders] - select the order you want to appeal - [Need help?] - [Contact Seller].

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Frequently Asked Questions

1. How do I submit an appeal?

On the app

• Open the OKX App, tap [C2C Buy Crypto] - [Orders] - select the order you want to appeal - [Need help?]
• On the Get help page, you can choose [Contact the other party immediately] to communicate with the seller, or select the type of issue you are experiencing to view solutions. If the above suggestions do not resolve your issue, please tap [Raise dispute], describe your issue in detail, and upload video/image evidence. Tap [Submit Appeal], and platform customer service will intervene.

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On the web

• Go to the OKX website and select Buy crypto > C2C trading > Orders > Select the order you want to dispute, then select Need help?
• On the Get help page, you can choose [Contact the other party immediately] to communicate with the seller, or select the type of issue you are experiencing to view solutions. If the above suggestions do not resolve your issue, please tap [Raise dispute], describe your issue in detail, and upload video/image evidence. Tap [Submit Appeal], and platform customer service will intervene.

2. How do I check the status of my appeal?

Once you've raised a dispute, you'll get notifications at your registered email address, and you can also view the dispute progress in the respective order via dispute details.

On the app:

1. Select C2C trading on the homepage > Orders
2. Find the order you’re disputing, or the order that has been disputed, and open the dispute details page
3. Review Customer Support updates and responses. Please allow some time for Customer Support to process your request.

On the Web:

1. Select Buy crypto > C2C trading > My orders
2. Find the order you’re disputing, or the order that has been disputed, and open the dispute details page
3. Review Customer Support updates and responses. Please allow some time for Customer Support to process your request.

Note:

• If the issue has been resolved, you can select Cancel dispute
• If the issue is still unresolved, you can Request update / Add evidence to submit additional information or reply to messages

3. Can I cancel my appeal?

You can cancel a submitted appeal at any time on the order details page.

4. How long does it take for customer service to process my appeal?

Customer service will do their best to handle all your appeals carefully and will need up to 1 hour to respond to your appeal. If your appeal has not been responded to within 1 hour, you can click the [Expedite/Add Evidence] button to provide additional evidence or reply to messages. The more relevant information you provide (such as payment proof), the more efficiently your issue can be handled. The resolution of the appeal depends on the responses from both buyer and seller.

5. How do I enable camera and photo permissions to upload evidence to customer service?

If you are unable to provide payment receipts or upload evidence to customer service, it may be due to your phone's permission settings. You can try enabling [Storage] and [Camera] permissions in your phone's app permission management.

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6. What should I do if my order is disputed?

If a dispute has been raised against your order, please go to the details page of the completed or canceled order and select Dispute Details to review the information provided by Customer Support.

If requested, please submit any relevant supporting documents or evidence as soon as possible to help us review and resolve the dispute.

For Buyers

1. What should I do if I have paid but the seller has not released the digital assets?

If the seller does not release the digital assets after you have made payment, you can remind the seller via the in-app chat function or click "Remind Seller" on the order.

If you do not receive a response from the seller, you can submit an appeal to get assistance from Customer Support.

For Sellers

1. What should I do if I accidentally released the digital assets without receiving payment?

Please raise a dispute promptly. For more details, learn more here: What should I do if I release crypto but haven’t received payment?

2. What should I do if the buyer clicks "Confirm Payment" without actually paying?

First, check your bank/wallet account to see if you have received the payment. Some payment methods may take 1-2 days to arrive in your account. You can also use the in-app chat function on the order page to ask the buyer for payment proof.

If the buyer cannot complete the payment, you can ask them to cancel the order.

If you cannot contact the buyer, you can submit an appeal to request order cancellation by following these steps:

1. Open the [Orders] page and select the order you want to cancel;
2. Tap [Need help?] - select the type of issue - [Initiate Appeal];
3. On the appeal page, select the specific reason - describe the issue - upload video and image evidence - [Submit Appeal]. After submission, a customer service specialist will intervene to assist.

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3. What should I do if I encounter malicious complaints from buyers?

If you encounter malicious complaints from buyers, such as your Alipay account being reported, you can save screenshots of the complaint or organize the order numbers and submit an appeal to get assistance from Customer Support.