You received a bank refund, but your OKX P2P order is still open and you have not received the crypto. That can make you worry that both money and crypto are stuck.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
A bank refund does not mean the order is automatically cancelled. Whether you are the buyer or the seller changes what you should do next, and the risk level is very different.
Case A: You are the buyer (money was refunded, but you did not receive crypto)
If you see that your bank payment was refunded while the order still says 'waiting for release', do not handle it privately outside the order.
[What to do] Contact the seller and cancel the order through official channels.
[How to do it]
Open the OKX App → Trade → P2P → bottom 'Orders' → find the order.
Tap 'Need help' or the chat icon on the order details page, use the built-in order chat to contact the seller, explain that the bank refunded the payment, and attach a screenshot of the successful bank refund.
If both sides agree, ask the seller to cancel the order in the system, or you can submit a cancellation request from your side.
[Completion standard] The order status changes to 'Cancelled', and you do not need to pay anything.
If the seller does not cooperate or cannot be reached, submit an appeal immediately:
On the order details page, tap 'Need help' → choose 'I have paid but the order was cancelled' or a similar option.
Upload the bank refund screenshot or record of the failed transfer as evidence.
OKX support will contact the seller to confirm. If the situation is true, the order will be officially cancelled.
[Completion standard] The page shows 'Appeal submitted' and you receive a Case ID.
Risk reminder: After receiving a bank refund, never transfer money directly to the seller outside the order. OKX has a clear rule: if buyers and sellers trade privately outside the platform, the platform is not responsible and cannot promise to recover funds. All communication must take place in the OKX order built-in chat so it can be used as official evidence.
Case B: You are the seller (you already released crypto, but the buyer's payment was refunded)
If you are the seller and already released the crypto as required by the order, but later found that the buyer's payment was refunded or rejected by the bank, this is a buyer breach.
[What to do] Submit an appeal immediately and ask the platform to recover the digital assets or freeze the order.
[How to do it]
On the order details page, tap 'Need help' → choose 'Buyer did not pay but clicked paid' or a related appeal reason.
Upload evidence: a screenshot of your crypto release record, the order details, and the bank account record showing that the funds were withdrawn or reversed.
Explain the situation: you already fulfilled the delivery duty, and now the funds have been taken back. Request platform help.
Support will contact the buyer to verify based on the situation. If the buyer does not cooperate, OKX has the right to suspend their account. But note: if the buyer sent money to a payment account that you did not provide (for example, a third-party account), OKX does not take responsibility and cannot guarantee recovery.
[Completion standard] The order status changes to 'Under appeal' and support steps in to investigate.
Buyer and seller risk comparison
| Your role | Core risk | What you need to do | How OKX can help |
|---|---|---|---|
| Buyer (money refunded) | The order may be mistaken as unpaid, affecting your completion rate | Contact the seller and submit refund proof | After confirming the facts, help cancel the order |
| Seller (money refunded to buyer) | Crypto is already released, money is gone | Submit an appeal and provide release and refund evidence | Contact the buyer to verify, and suspend their account if necessary |
Risk reminder: If your payment note contains sensitive words such as 'BTC', 'USDT', 'OKX', or 'P2P', and the seller's bank account is frozen because of that, the seller has the right to refuse to release crypto. Support will contact you to arrange a refund, and the refund fee is paid by you. Also, if more than 3 days have passed since the order was cancelled, you can no longer file an appeal.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
How to verify the operation is completed
After submitting an appeal, go to the 'Orders' page and check whether the order status changes to 'Under appeal'. After support handles it, either the seller releases crypto and the order completes, or the platform arranges a refund and the order is cancelled. If there is no update for more than 24 hours, use the 'Appeal details' on the order details page to escalate, or contact official online support to follow up.
