Your first point of contact should always be the seller. Most sellers want to keep buyers happy and are willing to resolve order issues quickly.
You should only raise a dispute if you have already contacted the seller and the issue has not been resolved, or if the seller is unresponsive, uncooperative, and the delivery window has passed.
When Can You Raise a Dispute?
A dispute can be raised when there is a problem with your order, the delivery period is over, and you have not been able to resolve the issue directly with the seller.
The Dispute button only appears when an order is eligible for a dispute. If the order is still in progress, the delivery window has not passed, or the order has already been completed, the dispute option may not be available.
If you run into a problem after an order is already completed, contact PlayerBay’s 24/7 customer support team and we’ll help review the situation from there.
Common Reasons to Raise a Dispute
Disputes are typically raised when an order issue cannot be resolved between the buyer and seller.
| Dispute Reason | Example |
|---|---|
| Seller is unresponsive | The seller does not reply after the delivery window has passed. |
| Product does not match the listing | The item, account, currency, or service received is different from what was described. |
| Order was not delivered on time | The seller failed to deliver within the timeframe shown on the listing. |
| Account details do not work | The login details are incorrect, incomplete, inaccessible, or no longer functioning. |
What Happens After You Raise a Dispute?
Once a dispute is raised, both the buyer and seller are expected to cooperate and try to resolve the issue. The PlayerBay Dispute Team will review the order chat, listing details, delivery proof, and any evidence provided by both sides.
In many cases, the buyer and seller have up to 24 hours to work toward a resolution. If the issue is not resolved during that window, the Dispute Team reviews the case and makes a final decision.
Most disputes are fully resolved within 3 days.
Category-Specific Dispute Timelines
Some order types have shorter response windows because they require faster proof, confirmation, or account access review.
| Order Type | Seller Response Window | What May Happen |
|---|---|---|
| Account Orders | 12 hours | If the seller does not respond or resolve the issue within the required guarantee period, the dispute may be closed in the buyer’s favor with a full refund. |
| Currency Orders | 2 hours | The seller must provide proof of delivery. If proof is not provided and no solution is offered, the order may be refunded. |
| Top-Up Orders | 2 hours | The seller must provide proof that the top-up was completed for the correct buyer account, character ID, or platform account. |
| Item Orders | 2 hours | The seller must provide delivery evidence such as trade screenshots, videos, receipts, or in-game confirmation. |
How to Provide Evidence
Within minutes of a dispute being raised, the Dispute Team may begin reviewing the order chat and available order details. Both the buyer and seller should provide clear evidence as soon as possible.
Useful evidence may include screenshots, videos, login error messages, proof of account issues, ban or suspension notices, in-game chat logs, trade confirmations, transaction receipts, or any other information related to the order.
| Evidence Type | Why It Helps |
|---|---|
| Order chat messages | Shows what the buyer and seller agreed to, what was delivered, and how each side responded. |
| Listing title and description | Helps confirm what the seller promised in the original offer. |
| Screenshots or videos | Can show whether an account works, an item was delivered, or a trade was completed. |
| Email or security change screenshots | Can help prove whether account credentials, email access, or recovery details were changed. |
| Trade or transaction proof | Helps confirm whether currency, items, top-ups, or services were delivered to the buyer. |
| Ban, suspension, or access error proof | Helps show whether the buyer is unable to access or use the purchased product. |
Tips for Sellers Handling a Dispute
If a dispute is opened against an order, respond quickly and professionally. Clear communication and strong evidence can help resolve the issue faster.
- Read the buyer’s issue carefully before responding.
- Communicate calmly and try to understand what went wrong.
- Upload any proof that shows the order was delivered correctly.
- Respond within the required dispute window for your order type.
- Offer a replacement, fix, or refund when appropriate.
- If you cannot reach an agreement, provide your evidence and allow the Dispute Team to make the final decision.
How Disputes Are Resolved
A dispute is resolved in favor of either the buyer or the seller after the evidence is reviewed.
| Outcome | What Happens |
|---|---|
| Buyer wins the dispute | The order is cancelled and the buyer receives a refund. |
| Seller wins the dispute | The order is marked as completed and the seller receives the order funds according to the normal release timeline. |
| Issue is resolved by both sides | The dispute may be closed once the buyer and seller confirm that the problem has been fixed. |
Only a small percentage of orders on PlayerBay result in disputes. If it happens to you, know that the dispute will be reviewed fairly and handled as quickly as possible.