Cancelling an order the seller didn’t deliver
If the seller misses the guaranteed delivery time, you can cancel and get your money back to your wallet or card. The processing fee is kept.
When you can cancel
You can cancel when all of these are true:
- The guaranteed delivery time on the order page has passed. Until then, the button counts down.
- The seller hasn’t marked the order delivered.
- The seller hasn’t sent you a message in the order chat.
We notify you as soon as the cancel is available. Orders delivered instantly can’t be cancelled this way, and neither can an order with an open chargeback.
If the seller replied but still hasn’t delivered, select Report a problem and choose Order was not received. The seller then has a set time to deliver. If nothing arrives by then, Cancel & refund becomes available.
How to cancel
- Open the order from your orders page.
- Select Cancel & refund. It opens Seller missed the delivery window.
- Under Refund destination, choose PlayerBay wallet or Original payment method.
- Select Cancel order & refund.
Orders paid with crypto or only with Sand Dollars go to your wallet. The dialog shows Refunding to your PlayerBay wallet instead of a choice.
What you get back
A refund to your wallet is the item price; the processing fee isn’t refunded. A refund to your original payment method is everything you paid, processing fee included. The cashback the order earned is taken back from your Sand Dollars.
| Destination | When it arrives |
|---|---|
| PlayerBay wallet | Instantly, as Sand Dollars |
| Original payment method | The site shows 5–10 business days |
If you paid partly with Sand Dollars and choose your original payment method, the card part goes back to your card and the Sand Dollar part goes back to your wallet.
