OKX C2C Trading Rules

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Abnormal Behavior

Platform Action

1

Buyer cancels the order

Refer to: What are the consequences of canceling orders multiple times in one day?

2

Payment made to an account other than the seller's payment account shown and bound on the platform

(1) If the payment account is not the seller's account, the seller has the right to request order cancellation; digital assets are returned to the seller, and the buyer bears the risk of misdirected funds.

(2) If the payment was made to the seller's account but funds cannot be transferred out due to a frozen account, customer support may prioritize canceling the order within the Verified Merchant's deposit amount, with funds refunded within 24 hours after the account is unfrozen.

(3) If the buyer mistakenly sends payment to another account of the seller (e.g., pays to the seller's Alipay when the bound payment method is WeChat), and the seller's receiving account becomes unusable, customer support has the right to cancel the order and the buyer bears the corresponding loss.

3

The seller unbinds their payment account after the order is created, causing a mismatch between the account shown when buyer clicks Payment Completed and the actual receiving account

The seller may not refuse to release crypto on the grounds that the payment account is not enabled or not bound. Otherwise, customer support may force the release of crypto and reserve the right to restrict certain seller account functions.

4

Buyer clicks Payment Completed before making payment, then completes payment afterward

The seller may choose to proceed with the transaction or request a refund and cancel the order.

(1) If the seller chooses to proceed, they must release the crypto within 10 minutes of receiving full payment.

(2) If the seller chooses to cancel, they must complete the refund within 1 hour of the appeal; digital assets are returned to the seller. If the seller fails to do so on time, customer support has the right to restrict certain seller account functions.

5

Payment made using an account that does not match the platform's verified identity

(1) The seller has the right to refuse the transaction. The seller may complete the refund within 2 hours of receiving payment; digital assets are returned to the seller (if the seller fails to cooperate after 12 hours, customer support has the right to force-release the crypto or deduct equivalent assets).

(2) If the payment method prevents the seller from viewing the payer's verified identity, customer support may require the buyer to provide documentation proving account holder identity. Failure to comply may result in restrictions on certain buyer account functions.

(3) If the buyer pays using an account inconsistent with their platform-verified identity (corporate account payments are treated as non-verified): 1st offense — account frozen for 24 hours; 2nd offense — account frozen for 72 hours; repeated violations may result in a permanent C2C trading ban.

(4) If the buyer's non-verified payment causes the seller's receiving account to be frozen, the buyer must cooperate with the seller to resolve the issue before the account can be unfrozen.

6

Payment made within the order's required timeframe, but the order is canceled: (1) Buyer completes full payment, but the order is canceled by the buyer or timed out by the system; (2) Buyer completes partial payment, but the order is canceled by the buyer or timed out

The seller may choose to proceed with the transaction or request a refund and cancel.

(1) If the seller chooses to proceed, both parties must place a new order; the seller must release the crypto within 10 minutes of receiving full payment.

(2) If the seller chooses to cancel, they must complete the refund within 1 hour of the appeal; digital assets are returned to the seller. If the seller fails to do so on time, customer support has the right to restrict certain seller account functions.

7

For split payments: buyer clicks Payment Completed before completing all transfers, then continues making payments

(1) If all payments are completed within the order's required timeframe, the seller must proceed with the transaction.

(2) If all payments are not completed within the required timeframe, the seller may choose to proceed or request a refund:

a. If the seller chooses to proceed, they must release the crypto within 10 minutes of confirming receipt of all payments.

b. If the seller chooses to cancel, they must complete the refund within 1 hour of receiving payment; digital assets are returned to the seller. If the seller fails to do so on time, customer support has the right to restrict certain seller account functions.

8

Payment amount does not match the order amount

(1) If payment exceeds the order amount, the transaction proceeds and the seller must refund the excess within 30 minutes of receiving payment.

(2) If payment is less than the order amount, the seller may choose to proceed or request a refund and cancel:

a. If the seller chooses to proceed, they may complete the transaction based on the actual order amount.

b. If the seller chooses to cancel, they must complete the refund within 30 minutes of receiving payment; digital assets are returned to the seller. If the seller fails to do so on time, customer support has the right to restrict certain seller account functions.

9

Seller has not received payment within 1 hour after buyer clicks Payment Completed

(1) Unless the buyer's payment method was pre-approved by the seller, the seller may choose to proceed or request a refund and cancel (the first resolution confirmed after customer support intervenes applies). If the seller chooses to proceed, they must release the crypto within 10 minutes of confirming receipt. If the seller chooses to cancel, they must complete the refund within 30 minutes; digital assets are returned to the seller. If the seller fails to do so on time, customer support has the right to restrict certain seller account functions.

(2) If the seller is a Verified Merchant, and customer support is unable to reach the buyer within 10 minutes of the appeal, and it is confirmed the seller has not received payment, customer support may prioritize canceling the order within the Verified Merchant's deposit amount.

10

Payment made using a non-instant method without the seller's prior consent

The seller may choose to proceed or request a refund and cancel (first resolution after customer support intervenes applies).

(1) If the seller chooses to proceed, they must release the crypto within 10 minutes of confirming receipt.

(2) If the seller chooses to cancel, they must complete the refund within 30 minutes (customer support may handle special circumstances); digital assets are returned to the seller. If the seller fails to do so on time, customer support has the right to restrict certain seller account functions.

11

The buyer's payment causes the seller's receiving account to become abnormal

(1) If the buyer cannot provide proof that the account is normal, the seller must complete the refund within 24 hours of the receiving account returning to normal; the platform cancels the order upon completion of the refund.

(2) If the buyer can provide proof that the account is normal, and it is verified the buyer's account has no abnormalities, the transaction proceeds and digital assets are delivered to the buyer.

Note: If the seller is a Verified Merchant, digital assets may be immediately returned to the seller within the deposit amount; the seller must complete the refund within 24 hours of the receiving account returning to normal.

12

Payment remark contains sensitive keywords such as "crypto," "BTC," "Bitcoin," "OKX," "order number," or "please release"

The seller may choose to proceed or request a refund and cancel the order.

(1) If the seller chooses to proceed, they must release the crypto within 10 minutes of receiving payment.

(2) If the seller chooses to refund and cancel, digital assets are returned to the seller, and the seller must complete the refund within 1 hour. If the seller fails to do so on time, customer support has the right to restrict certain seller account functions.

(3) Once reported by the seller: 1st offense — warning and education; 2nd offense — account frozen for 24 hours; 3rd offense — account frozen for 48 hours; repeated violations may result in a permanent C2C trading ban.

13

Ad publisher in the CNY trading zone fails to provide a valid domestic payment method

Upon discovery, customer support has the right to restrict certain functions of the ad publisher's account and directly revoke their Verified Merchant status.

14

Either party discovers the other is engaging in or attempting to induce rule-violating behavior during a transaction

(1) If either party discovers the other's violation and uses it for extortion, customer support has the right to permanently ban C2C trading upon discovery.

(2) If a party induces the other to violate rules through a C2C transaction and then files a report to obtain a reward, customer support has the right to permanently ban C2C trading upon discovery.

15

After completing a transaction, the buyer maliciously reports the seller's payment account, causing it to be frozen

If the order is completed and there is no order dispute, and the buyer maliciously reports the seller's payment method, the platform has the right to restrict certain buyer account functions upon verification.

16

Customer support verifies that the user engaged in fraud or other violations during a C2C transaction

Customer support has the right to permanently ban C2C trading for the account and all associated accounts.

17

User is verified to have induced a Maker to conduct off-platform transactions or redirected users to other platforms

Customer support has the right to permanently ban C2C trading.

18

User assists a Maker in fake order activity, affecting the Maker's trading data

Upon assessment that the user assisted in fake order activity: 1st offense — account frozen for 48 hours; 2nd offense — account frozen for 72 hours; repeated violations may result in a permanent C2C trading ban.

19

User induces a Maker to conduct off-platform transactions or other activities that harm the platform's interests or reputation

Customer support has the right to permanently freeze the C2C account.

#

Abnormal Behavior

Platform Action

1

The seller's payment account becomes abnormal, making it impossible for the buyer to complete payment

The buyer may choose to proceed with the transaction or cancel the order.

(1) If the buyer chooses to proceed, and it is confirmed the buyer has made full payment within the required timeframe, the seller must release the crypto within 10 minutes of confirming receipt.

(2) If the buyer chooses to cancel, digital assets are returned to the seller.

(3) For non-Merchant users who have not bound their own payment account or who provide a third-party payment account: 1st offense — warning; 2nd offense — frozen 24 hours; 3rd offense — frozen 72 hours; repeated violations may result in a permanent C2C trading ban.

(4) If a user binds another person's payment account and this causes a dispute resulting in financial loss, the user must bear any resulting losses.

2

The seller fails to provide a valid payment method in time, preventing the buyer from completing payment, resulting in order cancellation

Since the seller did not provide a payment method, the transaction cannot be completed. Customer support may directly cancel the order and penalize the seller. Platform-canceled orders do not count toward the buyer's daily cancellation count.

For Verified Merchants: 1st offense — account frozen for 24 hours as a warning; 2nd offense — frozen 48 hours; 3rd offense — frozen 72 hours.

3

The buyer's payment account does not match the platform's verified identity, but the seller proceeds without refusing

(1) Any resulting risk is borne by the seller.

(2) If a complaint is filed as a result, customer support has the right to restrict certain seller account functions.

4

After the buyer marks Payment Completed following full payment, the seller fails to release the crypto within 20 minutes of confirming receipt

The buyer may choose to proceed or request a refund and cancel the order.

(1) If the buyer chooses to proceed, customer support will rule that the digital assets belong to the buyer.

(2) If the buyer requests a refund and order cancellation, the seller must complete the refund within 30 minutes.

Note: If the seller refuses to cooperate, customer support has the right to restrict certain seller account functions.

5

The seller enables a payment method that charges fees (e.g., Ant Credit Pay/Huabei), resulting in a shortfall

Any fees incurred are borne by the seller. Sellers are advised to verify supported payment methods promptly.

6

The seller receives a misdirected or overpaid amount from a user

The receiving party must cooperate and complete the refund within 24 hours. Otherwise, customer support may forcibly deduct the equivalent amount and has the right to restrict certain functions of the receiving party's account.

7

The seller acts as an intermediary by sharing another user's payment account with the buyer via online chat as if it were the seller's own platform payment account

(1) The buyer may choose to proceed with the transaction or cancel the order.

(2) If the buyer chooses to proceed, the platform rules that the non-verified payment account belongs to the seller, who is responsible for the chosen payment method.

(3) If the payment method causes funds to be inaccessible, the seller bears the consequences.

(4) For Verified Merchants: upon verification, the platform will directly revoke the Merchant status and place the account under a 6-month observation period; after unfreezing, C2C trading will be permanently banned.

8

As a Verified Merchant using the "verification order" feature, causing users to cancel orders or file disputes without reasonable justification

(1) If the Merchant fails to communicate with the user within the required time after the user places an order, causing cancellation: upon complaint, customer support has the right to restrict certain Merchant account functions for 24 hours; 2 disputes result in direct Merchant status revocation.

(2) If the Merchant reviews the payment flow and requests order cancellation without informing the user of the reason: upon complaint, customer support has the right to restrict certain Merchant account functions for 24 hours; 2 disputes result in direct Merchant status revocation.

(3) If the Merchant sends payment account details directly to the user via chat to induce payment while in an unaccepted state: 1st offense — account frozen for 72 hours; 2nd offense — Merchant status revoked.

9

During a transaction, the seller instructs the buyer to use a payment method not recognized by the platform (e.g., Alipay password red packets), resulting in financial loss — verified by the platform

The seller bears full responsibility and certain functions of the ad publisher's account will be restricted.

10

Disrespecting Makers or platform staff through verbal conflicts (mockery, verbal abuse, etc.) or other uncivil behavior

1st offense — warning; 2nd offense — serious warning; 3rd offense — account frozen for 24 hours; repeated violations may result in a permanent C2C trading ban.

11

During a C2C transaction, after receiving verified payment from a Maker, the user initiates a malicious chargeback

1st offense — warning; 2nd offense — serious warning; 3rd offense — account frozen for 24 hours; repeated violations may result in a permanent C2C trading ban.