How do I get a refund or dispute a card transaction?
What happens if I get a refund from a merchant?
Under Autopay, refunds will be credited to your Pay balance.
Under Manual repayment, refunds offset the existing card balance and any excess is returned to your Pay balance.
Refunds are reflected on the appropriate statement, but do not retroactively adjust already-issued statements.
How do I initiate a dispute?
You can initiate a dispute through the OKX app or contact OKX Customer Support. You have 60 days from the relevant transaction(s) statement date to dispute a transaction.
What happens while the investigation is pending?
Amounts under investigation are not collected after a qualifying dispute is received. You remain responsible for undisputed amounts due.
What if I already paid the disputed purchase?
Reporting a purchase you already paid does not create a second unpaid charge.
If the dispute is resolved in your favor, you’ll receive a refund, handled in the same way as a merchant refund.
If the dispute is not resolved in your favor, you won’t receive a refund. Since you’ve already paid for the purchase, no further payment is required for that charge.
What information does a billing-error notice require?
It requires your name, account details, transaction details, the dollar amount disputed and an explanation of the suspected error.