Your first point of contact should always be with the seller. Most sellers want to keep their buyers happy and are willing to resolve issues quickly. Only raise a dispute if you’ve already reached out to the seller and haven’t been able to resolve the issue, or if the seller is unresponsive or uncooperative and the delivery window has passed.
When Can You Raise a Dispute?
A Dispute can be raised when there’s an issue with your order that hasn’t been resolved between you and the seller, and the delivery period is over.
Disputes are typically raised for one of the following reasons:
- The Seller is unresponsive
- The product received does not match what was described in the listing.
- The order wasn’t delivered within the delivery window.
- The account you purchased has incorrect or non-functioning login details.
What Happens After You Raise a Dispute
Once a dispute is raised, both the buyer and seller have 24 hours to cooperate and resolve the issue together, after that window, our Dispute Team reviews everything fairly and makes the final decision. If the dispute is resolved i your favor, you’ll receive a refund. Most disputes are fully resolved within 3 days.
Category-Specific Timelines:
For accounts, the seller has 12 hours to respond. If the seller doesn’t take action within the guarantee period specified in the order, the dispute may be closed in the buyer’s favor with a full refund. If the seller resolves the issue in time, the dispute is closed in the sellers favor.
For Currency, top-ups, and item orders, the seller has 2 hours to provide proof of delivery. If the seller fails to provide the necessary evidence within that window and no solution has been offered to the buyer, the order may be fully refunded.
How to Provide Evidence
Within minutes of a dispute being raised, our Dispute Team begins reviewing your order chat. Both buyer and seller cooperation is critical, you’ll both need to provide all available evidence of any issue. This includes: Screenshots, proof of the account not working or any ban / suspension, in-game chat logs, or any other relevant information.
Our Dispute Team reviews the following when making a decision: The seller’s product description and title, screenshots of emails providing login credentials were changed, evidence that the account doesn’t match what was described, and trade screenshots, videos, or any other proof that the order was or wasn’t delivered to the buyer.
Tips for Sellers handling a dispute.
Communicate with the buyer and try to understand the issue. Upload any proof from your side that could help solve the situation. Respond within 12 hours. If possible, offer a replacement or issue a refund to resolve things quickly. If you can’t reach a resolution, provide your evidence and let the Dispute Team make the final call.
How Dispute Are Resolved.
A dispute is resolved in either the favor of the buyer or the seller. if the buyer wins, the order is cancelled and the money is refunded to the buyer. If the seller wins, the order is marked as completed.