When trading in the buy/sell section of OKX, you may encounter situations where incorrect payment amounts are sent (overpayment or underpayment). Here's a step-by-step guide to resolve these issues:
1. Overpayment Scenarios
A. Uncompleted Orders
Situation:
You've clicked "I已完成转账" (Transfer Completed) but the seller hasn't released the crypto yet.
Solution:
- Contact the seller via OKX's IM system to request a partial refund.
If unresolved, click 【向客服申诉】 (Appeal to Customer Service) at the bottom of the order page.
- Provide payment proof (screenshots of transaction records).
- OKX support will intervene promptly.
B. Completed Orders
Situation:
The seller has already released the crypto despite overpayment.
Solution:
- Immediately file an appeal via 【申诉】 (Appeal) button.
Alternatively:
- Use the 【问题反馈】 (Feedback) option in OKX's chatbot.
- Select "Fiat Trading Issues" and upload evidence.
2. Underpayment Scenarios
Steps to Follow:
- Contact the seller via IM to request permission for additional payment.
If agreed:
- Send the remaining amount to the seller's registered account.
- Wait for crypto release.
If refused:
- Request a full refund → Cancel order → Place a new order.
- If unresponsive, file an appeal after 5 minutes.
3. Wrong Recipient Cases
Case 1: Incorrect Payment Method
Example: Ordered via Alipay but paid through WeChat.
Solution:- Contact seller for confirmation.
- If denied, submit an appeal with payment proof.
Case 2: Paid to Third-Party Account
- Immediately request a refund from the recipient.
- Cancel the original order.
Pro Tips for Smooth Resolution
✅ Document Everything: Always keep screenshots of payment records.
✅ Act Fast: Appeals have higher success rates when filed promptly.
✅ Communication: OKX's virtual seller phone numbers expire in 3 minutes – refresh the page if needed.
FAQ Section
Q1: How long does OKX take to resolve payment disputes?
A: Typically 24–48 hours with proper evidence submission.
Q2: What if the seller disappears after receiving my overpayment?
A: OKX's team will freeze the seller's assets during investigation. 👉 Learn about OKX's dispute policies
Q3: Can I cancel an order after accidental underpayment?
A: Yes, but only before the seller releases crypto. Always communicate first!
Q4: Is my money safe if I paid to the wrong account?
A: Third-party payments are risky – OKX can only assist with platform-registered sellers.
Key Takeaways:
✔️ Use OKX's built-in IM system for direct seller communication.
✔️ Overpayment recoveries are easier before order completion.
✔️ Underpayment solutions depend on seller cooperation.
👉 Explore OKX's secure trading features to minimize payment errors.
Disclaimer: This content is for informational purposes only. Crypto trading carries risks – always double-check payment details.