If you sent money, but the seller does not release the coins, then you need to wait for the opportunity to open an arbitration of PayTezos
If the buyer has opened the arbitration, but you have not received the money, then expect the intervention of the arbiter PayTezos
Issues related to arbitration are decided by arbitrators only on Ticket and possible Skype connection.
Please attach a screenshot of the payment or an account statement, as well as a short comment to your dispute.
Next, you need to wait for the decision and, if necessary, provide the requested information through the Tickets.
If the arbitrator has not contacted you, then at the moment he does not need information from you, and the proceedings are being conducted with the other party to the dispute. In no case do not release the coins until the actual receipt of funds on the account in full.
Do not forget to confirm the transfer of funds, and in case of retention of coins by the seller, open arbitration.
* In cases where you did not open arbitration, or sent coins without making sure that you received money, you violate the terms of deposit, and you risk irretrievably losing money.