First, send a message to the seller in the order chat box. If they don't reply, then click the "Appeal" button. This order is important – reversing it makes customer support think you didn't try to communicate. After you pay and click "I have paid", the order enters a waiting-for-release state. Your coins are held in escrow by the platform, and the seller's coins are frozen in the OKX system. They can't move the coins elsewhere even if they refuse to release. Your next two key steps are: keep a clear record of chat communication, and provide a complete payment proof.
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Step 1: Leave a written reminder in the order chat
Before filing an appeal, you must actively contact the seller through the built-in chat window of the order. This is the first step of the appeal review.
How to do it: Open the OKX App homepage, tap [C2C Buy] - [Orders], find that order, tap the [Chat] window and send a message: "I have completed the transfer at XX:XX and clicked 'I have paid'. As of now, you have not released the coins. Please verify and release them as soon as possible. If there is no progress within 15 minutes, I will file an appeal." If the seller is online, you can also directly make a voice call through the chat window to remind them.
Completion standard: The chat record clearly shows that you have actively communicated and informed the deadline, and the seller has either read it or not replied within 15 minutes.
Common reason for failure: Many people skip this step and directly hit the appeal button. When customer support gets involved, the first thing they do is check the chat record to see if you have urged the seller. If you haven't, your appeal will be rejected and you will be asked to communicate first and then resubmit.
Step 2: File an appeal from the order details page, not the support chat window
If you cannot contact the seller or the seller hasn't released the coins within the time limit, file an appeal from the order details page.
How to do it: Open [C2C Buy] - [Orders], find the order, and click the [Need Help] or [Appeal] button at the bottom of the order details page. Select the appeal type that matches your situation – "Seller hasn't released coins" or "Paid but not received coins". In the appeal description, write:
Order number
Payment time, payment amount, payment method (bank transfer / Alipay / WeChat)
The fact that the seller has read your message but did not release the coins
Completion standard: The appeal is submitted successfully, the order status changes to "In dispute", and the system generates an appeal record that you can track.
High risk: OKX's appeal rules clearly state that if you use a non-instant payment method (such as an inter-bank transfer), the seller may release the coins only after the funds actually arrive. If the payment does not arrive within the agreed time, the seller must contact customer service to report it. If the seller fails to report and still hasn't released the coins after 2-5 business days, it is considered that the payment has been received and customer service will manually release the coins. When submitting an appeal, make sure to indicate the payment method you used (instant / non-instant) and the actual arrival time.
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Step 3: Prepare and upload evidence – the key is payment proof
The core of the appeal review is the payment proof, not the chat record. Incomplete screenshots will be rejected.
Required payment proof information (from OKX official and P2P practice guide):
Payer's name (must match your OKX real-name verification name)
Payee's name (the seller's registered receiving account)
Transfer amount (must match the order amount)
Transfer time
Last 4 digits of the bank card number or the Alipay / WeChat transaction ID
How to do it: Take a screenshot of the "Transaction successful" page from your bank app or payment platform. Don't use SMS screenshots – SMS can be tampered with. If the order requires a "verification form" mode, the seller may ask you to additionally provide a screenshot of your payment account's transaction history; submit it as needed.
Screenshot vs video: A screenshot is usually sufficient, but if the other party denies receiving payment, use another device to record the screen showing the bank app balance and transaction history, with the timestamp visible. Video is more convincing than a screenshot.
Completion standard: All key fields (payer name, amount, time) are clearly legible on the payment proof and match the order information.
Risk reminder: OKX risk control rules clearly state that if the buyer pays with an account that is not in their own name (a third-party payment), it is considered an "inconsistency of transaction subject". The platform will rule it a violation, the order will be frozen, and the coins will not be released. If you used a family member's or friend's account to pay, the appeal will most likely fail. The payment account must exactly match your OKX real-name information.
How to check completion: After submitting the appeal, check the status under [C2C] - [Appeal Records]. OKX's dispute resolution rules state that for orders paid via instant payment methods, if the seller fails to release the coins within 15 minutes, customer service will contact the seller to require release. If the seller does not respond within the specified time, customer service will manually release the coins. You can also see customer service feedback on the [Appeal Details] page, or click [Add Evidence] to submit new materials. If your appeal is rejected and you believe you have complete evidence, you can re-submit and attach the appeal number, requesting customer service to escalate the case.
