Key Takeaways:
- In peer-to-peer trading, an appeal is a process in which one user disagrees with the other and raises an official request for customer support to review the trade. Our Customer Support officer will intervene and ask for evidence of trade from both users.
- The appeal will be evaluated according to Pexpay's Appeal Handling Rules. Our Customer Support officer will reach out to you in case we need more information.
At Pexpay, users have the freedom to trade with anyone. Our platform provides a fast and secure service that allows users to trade from anywhere. The vast majority of the trades go smoothly. However, Pexpay offers the option for buyers and sellers to open an appeal in case of discrepancy or dispute between both users.
What is an appeal?
By definition, an appeal is a process in which a case is reviewed by a higher authority, where parties request a formal change to an official decision.
In peer-to-peer trading, an appeal is a process in which one user disagrees with the other and raises an official request for Customer Support to review the trade. Our Customer Support officer will intervene and ask for evidence of trade from both users.
Once the evidence has been provided, our officer will review and analyze the case. Meanwhile, the assets will be held in our escrow service, once the Customer Support has reviewed and finalized the case, the funds will be returned to the party that has a stronger case.
Please note that if you start the transaction on Pexpay but then decide to complete it outside of our platform, we will not be able to protect your assets. Hence, always ensure that your complete the trade on the Pexpay platform only.
Reasons to open an appeal
It is important to know when you should open an appeal. Remember that before opening an appeal, you can contact the counterparty first via internal chat. It is faster to reach an agreement with your trade counterparty than to open an appeal.
If the communication fails or the counterparty doesn’t respond and you cannot reach an agreement, click on the [Appeal].
Our Customer Support officer will take care of the case and help you solve the dispute. Please note that the appeal process is not instant. The resolution time will depend on the complexity of the case, as well as the cooperation of both parties.
Reason to open an appeal as a buyer
As a buyer, you should consider opening an appeal when facing the following situations:
- I have made the payment but the seller has not released the crypto.
- I paid extra money to the seller.
- I suspected the seller is a scammer.
- Others
Reason to open an appeal as a seller
As a seller, you should consider opening an appeal when facing the following situations:
- I received the payment from the buyer, but the amount is not correct.
- The buyer marked the order as paid but I did not receive the payment to my account.
- I received payment from a third-party account.
- Others
How do I open an appeal?
If you face a situation similar to those listed in the previous section, then you may file an appeal. Follow the instructions below to successfully open an appeal.
- Click [Appeal]
- Select a reason from those listed and use the text box.
- Give a more detailed description of the issue.
- Upload a proof. It can be a screenshot of the payment.
- Add your phone number.
- Click [Appeal] to begin
When opening an appeal make sure to communicate the situation you need Customer Support to help with, attach relevant proof of payment or the lack of payment being made, and do not use abusive language.
What to expect after opening an appeal?
A Customer Support officer will take the time to assess all the evidence provided by both parties. The appeal will be evaluated according to Pexpay's Appeal Handling Rules. Our Customer Support officer will reach out to you in case we need more information.
You might be tempted to open a ticket with Customer Support instead of sending in an appeal. But rest assured, all appeals are being attended to as soon as they are received. Given the time for collection of evidence and the circumstances of the trade, appeals can take one day or up to a week to resolve.
Learn more about P2P on Pexpay:
- All You Need To Know About P2P Trading on Pexpay
- How to Buy Cryptocurrency via P2P Trading on Pexpay App
- How to Sell Cryptocurrency via P2P Trading on Pexpay App
- How to Post Trade Advertisements on Pexpay P2P (App)
- Pexpay P2P Trading FAQs
- Pexpay P2P Appeal Handling Rules
Disclaimer: Your use of the Pexpay P2P services and all information and other content (including that of third parties) included in or accessible from the Pexpay P2P services is at your sole risk. Our only responsibility is to handle crypto transactions. All payments are final upon completion unless otherwise required by law. Pexpay P2P platform has neither the rights nor the obligations to resolve any disputes arising from a completed payment. Neither Pexpay P2P platform nor merchants shall be responsible for your loss in a completed payment.