What should I do if my order is canceled after I paid?

Published on 17 Mar 2023Updated on 2 Feb 20263 min read223

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, P2P 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

How can I submit replacement order?

  1. On the canceled orders page, go to Need Help, select the cancellation reason I have paid, but the order was canceled

  2. 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

  3. 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.


How can I submit a dispute (within 72 hours of order cancellation)?

On the app

1. Open your OKX app, select P2P 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.

How can I submit issue feedback (order canceled for more than 72 hours)?

On the app

1. Select Main menu > Get help

2. Find Chat with us to reach out to customer service

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 P2P 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?

Disclaimer
This content is provided for informational purposes only and may cover products that are not available in your region. It is not intended to provide (i) investment advice or an investment recommendation; (ii) an offer or solicitation to buy, sell, or hold crypto/digital assets, or (iii) financial, accounting, legal, or tax advice. Crypto/digital asset holdings, including stablecoins and NFTs, involve a high degree of risk and can fluctuate greatly. You should carefully consider whether trading or holding crypto/digital assets is suitable for you in light of your financial condition. Please consult your legal/tax/investment professional for questions about your specific circumstances. Information (including market data and statistical information, if any) appearing in this post is for general information purposes only. While all reasonable care has been taken in preparing this data and graphs, no responsibility or liability is accepted for any errors of fact or omission expressed herein. Both OKX Web3 Wallet and OKX NFT Marketplace are subject to separate terms of service at www.okx.com.

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