How refunds work

When you get a refund

• The seller didn’t deliver in time: you cancel the order yourself. See Cancelling an order the seller didn’t deliver.
• The seller cancels the order: the refund goes to your wallet.
• You report a problem and the seller refunds you: you accept the seller’s refund offer.
• A dispute ends in your favor: you accept the seller’s refund offer, or our team refunds you. See How disputes work.

Where the money goes

When you cancel an overdue order or accept a seller’s refund offer, you choose under Refund destination: PlayerBay wallet or Original payment method. When the seller cancels, the refund goes to your wallet. If you’d rather have it on your card, contact us before you spend it and we’ll send it there instead, fee included. When our team refunds a dispute, they send it to your wallet or, for an order paid through one of the methods above, to your original payment method.

If you paid partly with Sand Dollars, that part always goes back to your wallet. Only the amount charged to your payment method can go back to it.

How long it takes

• PlayerBay wallet: instant. You can spend it on your next order straight away.
• Original payment method: the site shows 5–10 business days for it to appear. After that, check with your bank.

What’s refunded

A refund to your PlayerBay wallet covers the price you paid for the item; the processing fee isn’t refunded. In some cases, when PlayerBay is at fault, our team refunds the fee too. A refund to your original payment method includes the processing fee.

A partial refund from a dispute returns part of the price. The order stays completed.

Refunds also undo the order’s cashback: the Sand Dollars it earned are taken back from your balance.

After an order is cancelled or refunded, its chat stays open for 3 days, then closes.