What should I do if I select Payment Completed without actually making the payment when buying crypto?

When buying crypto, buyers must complete payment using the payment method provided by the seller on the order page. After completed the payment, the buyer should select Payment Completed, after which the seller will release the crypto.

If a buyer selected Payment Completed without actually completing the payment, the following measures will apply.

1. Selected Payment Completed without making payment

• Seller is a regular user

The seller has the right to request cancellation of the order. If the buyer is complained against once in the same day, system will automatically restrict the buyer’s buying privileges for the remainder of the day. The restriction will be automatically lifted at 24:00 (UTC+8).

• Seller is a merchant

If the seller confirms that payment has not been received, they may submit a dispute via the order page to cancel the order. The buyer must submit valid payment proof within 10 minutes. If the buyer does not provide payment proof within the required time, the order will be automatically canceled. If the buyer submits proof on time and the seller confirmed the receipt of payment, the seller may withdraw the dispute and proceed to release the crypto.

Note: Before submitting order dispute, merchant sellers are advised to contact the buyer to confirm whether payment has been made, as payment delays may occur.

2. Selecting Payment Completed before actually making payment

In this scenario, the seller has the right to decide whether to proceed with the transaction or cancel the order after refunding.

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

(2) If the seller chooses to cancel the order, the seller must complete the refund within 1 hour after submitting a dispute order and the crypto must be returned to the buyer.

Notes for buyers:

(1) Please complete payment within the time specified by the seller, and only then select Payment Completed.

(2) Please do not select Payment Completed without completing payment. This behavior is considered malicious payment and may result in partial account restrictions.

(3) Payments must be made using your own identity (real-name) accounts, such as your personal bank account, Alipay, or WeChat Pay account.

(4) Use real-time payment methods (e.g., Alipay-to-Alipay, WeChat Wallet-to-Wallet, real-time bank transfers). For transfers exceeding 50,000 CNY, please split the payment into multiple transfers to ensure timely receipt.

(5) Please do not include any remarks when making payment, such as crypto, BTC, USDT, OKX, order number, release coins or etc.

(6) If payment cannot be completed due to reasons not caused by the buyer, please save the payment screenshots or the situation screenshots, cancel the order, and submit an dispute for review.

(7) If you are unable to upload payment proof, this may be due to mobile permission settings. Please enable Storage and Camera permissions in your device settings.

For more details, please refer to: How do I enable camera and photo access to upload required documents?