Disputes: when a trade goes wrong
A dispute asks Peerlyx support to review a trade while the crypto stays safely in escrow.
When to open a dispute
Most problems are solved in the trade chat. A dispute is for when they aren't, for example:
- you paid, marked the trade paid, and the seller doesn't release
- you're the seller, the trade is marked paid, and the money never arrived or the amount is wrong
When you can open one
Either the buyer or the seller can open a dispute 45 minutes after the trade was marked paid. The trade page shows when the button becomes available. Banks and wallets are sometimes slow, so the wait gives the payment time to arrive.
What happens next
The crypto stays in escrow for the whole dispute. Nobody can move it. Peerlyx support reviews the trade chat and the payment proof from both sides. Then support either releases the crypto to the buyer or returns it to the seller.
How to help your case
- Keep all communication in the trade chat. Support can only see what happens on Peerlyx, not messages on other apps.
- Add clear proof in the trade chat, such as a payment receipt or a statement showing the transfer.
- Reply to support quickly and stay polite.
- Never agree to finish the trade outside Peerlyx.
Already paid but the trade expired?
If you paid but didn't tap I've paid in time and the trade was cancelled, open the trade and send an appeal straight away with your proof of payment. See how disputes work.