Most trades finish in minutes. When one doesn’t, Peerlyx gives you three tools: disputes, appeals and reports. Here is which to use.
Disputes: the money and the crypto disagree
Open a dispute from the trade page when:
- you paid, marked the trade as paid, and the seller doesn’t release
- you’re the seller, the buyer marked it paid, and the money didn’t arrive or the amount is wrong
A dispute can be opened once the buyer has marked the trade as paid. The crypto stays in escrow while support reviews the trade chat and the evidence from both sides, then releases it to the buyer or returns it to the seller.
Appeals: something happened after the trade ended
Send an appeal from the trade page if, for example:
- you paid but the trade expired or was cancelled
- you received a payment that doesn’t match the trade
Act quickly and include your proof of payment.
Reports: someone broke the rules
Report a trader from the trade page if they ask you to trade outside Peerlyx, share contact details, or are abusive.
Evidence that helps
- a statement or screenshot from your own bank or wallet app showing the payment, the amount and the time
- the transaction reference
- everything said in the trade chat: support can’t use messages from other apps
Common situations
“I paid, but the seller isn’t answering.” Make sure you’ve marked the trade as paid. Give the seller a little time, especially at night, then open a dispute and add your payment proof.
“The buyer marked paid, but I see nothing.” Don’t release. Some banks take longer than others. Ask the buyer in the trade chat for the transaction reference, check again, and open a dispute if the money still isn’t there.
“The payment is still pending.” Don’t release yet. Wait until it has fully arrived in your account, and open a dispute if it doesn’t.
“I sent the wrong amount.” Tell the seller in the trade chat straight away. Never settle it outside Peerlyx.
What support needs from you
Be clear and factual. Say what happened, when, and what you expected. Add your proof in the trade chat. Support decides on evidence, so the more complete it is, the faster the decision.
Talk to support
Open Messages › Support any time. Ask for a person and choose what it’s about: a trade, a deposit or withdrawal, a gift card or your account. You get a case number and can follow it in My requests, and we email you when the case opens and when it’s resolved.