What should I do if I’ve paid but the seller didn't release the crypto?
Didn't tap "I have paid", causing the order to be canceled
When you are buying crypto, if you pay via a third-party platform but don’t click I have paid on the order page, the system won’t detect your payment. As a result, it wouldn't notify the seller to release crypto, and the order will be automatically canceled after the specified time.
Currently, C2C allows some merchant sellers to release crypto to buyers in advance after the buyer has made payment but before clicking I have paid. It's important to note that sellers must confirm receipt of funds before confirming the release of crypto.
What are the common reasons for order cancellation after the buyer has made payment?
If the buyer doesn't pay within the time limit, the order will be automatically canceled.
The buyer doesn't know how to proceed / can't find the I have paid
Due to network issues, buyer is unable to select I have paid
The buyer accidentally select Cancel Order
Method 1: Submit a dispute or place a new order
On the canceled orders page, go to Need Help, select the cancellation reason I have paid, but the order was canceled
After submitting the payment proof, the system will send the proof to the seller for verification to confirm whether the payment has been received. If the seller agrees, you can return to the Submit Payment Proof page and select Place a replacement order
After placing a replacement order, kindly wait for the seller to release the crypto.
Note:
Both buyers and sellers need to update the App to version 6.96.0 or above to use this feature.
Both the buyer and seller must agree for the transaction to be completed.
Method 2: Submit a dispute (within 72 hours of order cancellation)
On the app
1. Open your OKX app, select C2C trading > Orders
2. Choose the order you want to dispute, then go to Need Help > Select Cancellation Reason > Contact seller/Initiate dispute, fill in the required information on the page and submit your dispute.
Method 3: Submit a feedback form (more than 72 hours after order cancellation)
On the app
Please fill out the following issue feedback form.
Important Notes:
When purchasing crypto and making a payment, we'll not automatically deduct funds. Please complete the transfer on the corresponding third party payment platform within the specified time, then return to the payment page and click I have paid so the seller can release crypto to you.
If you've already completed the payment on a third-party payment platform and clicked the I have paid, you can wait for the seller to release crypto. During this period, to avoid unnecessary financial loss, please don't cancel the order, as funds won't be automatically refunded if the order is cancelled.
If the seller doesn't release crypto in time, please file a dispute promptly.
If you are unable to provide payment account history or upload relevant proof to customer service, it may be due to your phone's permission settings. You can try enabling the Storage and Camera permissions in your phone's app permission management. For more details, please refer to: How to enable camera and photo permissions to upload relevant proof?
Kindly read the OKX C2C trading Rules carefully before your next transaction. Please note that multiple order cancellations may result in trading restrictions. For more details, see: What are the consequences of multiple order cancellations in one day?
Tapped "I have paid"
If the seller hasn't released crypto after an extended period, you can reach out the seller via the order chat window. If you're unable to contact the seller, please submit a dispute.
Common reasons a seller may not release crypto:
The seller forgot to release.
The seller found that the buyer used a non-real-name payment account.
How do I contact the seller?
On the app: open the OKX app, select C2C trading on the homepage > Orders > Select your order on the orders page, then go to the Chat window.
On the web: go to the OKX website, select Buy crypto > C2C trading > Orders > Select your order on the orders page, then go to the Chat window.
What should I do if I can't reach the seller?
You can submit an official dispute to OKX. Here's how:
On the app: open the OKX app, select C2C trading on the homepage > Orders > Find the relevant order, select Need help > Fill in the dispute details as prompted > Select Submit dispute
On the web: go to the OKX website, select Buy crypto > C2C trading > Orders> Find the relevant order, select Need help > Fill in the dispute details as prompted > Select Submit dispute
Note:
If you send a payment red packet through a third-party platform (e.g., WeChat) and the seller can't receive it due to risk control restrictions, the red packet will automatically return to your account after 24 hours. If the order is still not completed after the red packet is returned, you can cancel the order yourself.
If you are unable to provide payment account history or upload relevant proof to customer service, it may be due to your phone's permission settings. You can try enabling the Storage and Camera permissions in your phone's app permission management. For more details, please refer to: How do I enable camera and photo access to upload required documents?