Frozen compensation FAQ

What is a frozen compensation merchant?

A frozen compensation merchant is a merchant that has been classified under the Frozen Compensation category after a multi-dimensional assessment.

Merchants in this category are required to provide a higher margin. If a merchant’s payout behavior causes issues with a seller’s receiving account, OKX will compensate eligible sellers according to the applicable rules.

For more information, please refer to the "Merchant Service Guidelines for Frozen Compensation."

Regular user FAQ

1. How can I know if the merchant is eligible to provide compensation?

Merchants who qualify for frozen compensation and their delegated orders will be granted the Frozen Compensation label.

2. What documents are required to apply for frozen compensation merchant?

To apply for compensation, you need to provide the following information (any two of the following conditions must be met):

• A valid document issued by judicial authorities confirming that the seller's recipient account has been frozen for more than 6 months due to payments from that Maker (such as a statement of circumstances or other legal documents).

• The judicial authority has issued a legal document to the platform requesting the transaction records of a specific order, and the trading party for that order is the Maker.

• The seller’s receiving account has been frozen for more than 6 months, and the account has only conducted transactions on the platform with frozen compensation merchants. (Normal business expenses are excluded.)

• Both the merchant’s payment account and the seller’s receiving account have been frozen by the same judicial authority for more than 6 months. In this case, please confirm the situation with the merchant and cooperate in handling the matter.

3. Why was my frozen compensation merchant request rejected?

A compensation request may be rejected for one of the following reasons:

• The transaction occurred before the merchant was granted the Frozen Compensation label

• The report was submitted after the compensation time limit had expired

• The freeze was not caused by a judicial authority (for example, a bank-initiated payment restriction), or the account was successfully unfrozen within the specified assistance period

4. How long does it take to receive compensation after applying?

If the dispute is successful, the merchant must complete the compensation within 30 business days; if the payment fails to pay on time, the platform will deduct the amount from the merchant's margin.

Merchant FAQ

1. What are the requirements to become a frozen compensation merchant?

• Deposit a minimum of 30,000 USDT as margin.

• Become a certified merchant on the platform for over 180 days and serve at least 3,000 users.

• Have no reports in the past 90 days related to seller receiving accounts being frozen due to your payments.

• The merchant account and its management personnel have never been subjected to criminal detention, named investigations, or judicial frozen by the police.

• No serious or repeated violations of the P2P Merchant Program Management Regulations, peer-to-peer customer transaction rules, or other platform rules.

2. How long is the exit cycle for a frozen compensation merchant?

If a merchant voluntarily applies to exit the frozen compensation program and no compensation disputes arise within 30 days of the application—and all existing disputes are fully resolved—the merchant’s margin will be refunded within 3 business days.

After exiting, the merchant may reapply to become a frozen compensation merchant after 90 days.

3. How do we determine whether a compensation claim is valid?

We evaluates each claim based on the materials submitted by users and merchants, along with any supporting documents issued by judicial authorities.

4. Can a frozen compensation merchant choose not to provide compensation?

No. If a merchant fails to provide compensation within the required time frame, we'll deduct the corresponding amount directly from the merchant’s margin.

5. What is the frozen compensation ratio?

• Standard P2P Merchant Program compensation rate:

  • For each eligible order, sellers will receive a compensation of 20% of the order amount. For orders below 500 USDT, full compensation will be provided. The maximum compensation per order does not exceed 2,000 USDT, and the total compensation for all orders cannot exceed the merchant's margin.

• Frozen compensation merchant compensation:

  • For each eligible order, sellers receive 100% of the order amount, with a maximum compensation of 30,000 USDT per order. The total compensation across all orders cannot exceed the merchant’s margin.

For more details on compensation, please refer to the "Frozen Compensation" Maker service guidelines

6. If my margin is deducted for compensation, can I continue operating without replenishing it?

If a merchant doesn’t replenish the deducted margin within 3 calendar days, the platform will suspend the merchant’s ad posting privileges until the margin is fully restored.