How disputes work
Open a dispute after delivery if your order is wrong. The seller responds or makes an offer; if you can’t agree, our Dispute Team decides.
Before you start
- Not delivered, and the seller hasn’t replied? Once the guaranteed delivery time has passed, cancel the order for a refund. See Cancelling an order the seller didn’t deliver.
- Not delivered, but the seller replied? Report the problem with the reason Order was not received.
- Protection has ended? Use Contact support on the order page. Our team can reopen disputes on your order if the problem is genuine.
1. Report the problem
- Open the order from your orders page.
- Select Report a problem.
- Choose the reason that fits your order.
- Describe what you expected and what happened, and add up to 4 screenshots.
- Select Send to seller.
| You bought | Reasons you can choose |
|---|---|
| Accounts | Order was not received, Order is not as described, Account login doesn’t work, Account was taken back, Other |
| Currency, items and top-ups | Order was not received, Wrong amount delivered, Order is not as described, Delivered late, Other |
| Keys and gift cards | Order was not received, Code doesn’t work, Wrong region, Other |
Your report appears in the order chat, and the seller is notified. You can have one open report at a time, and up to 3 on an order.
2. The seller’s time to fix it
| Product type | Time to fix a reported problem |
|---|---|
| Accounts | 12 hours |
| Currency | 2 hours |
| Items | 2 hours |
| Top-ups | 2 hours |
| Keys | 2 hours |
| Gift cards | 2 hours |
If the problem isn't fixed in time, the buyer can raise a dispute. Both sides then have 12 hours to post proof in the order chat, and PlayerBay decides within 72 hours. When the seller makes an offer, the buyer has 24 hours to accept or decline it. A buyer can open a dispute on the same order up to 2 times.
The seller’s time starts when you send the report. The Seller contacted card on your order page counts it down. In that time the seller can reply in the order chat, send a replacement, offer you a refund, or tell you they can’t fix it.
If the seller fixes it, select Problem solved to close the report.
3. Raise a dispute
Raise dispute becomes available on the order page when:
- the seller’s time runs out;
- the seller selects Can’t fix this; or
- the seller hasn’t replied by halfway through their time.
You don’t have to raise it straight away: you can do it any time until your protection ends. While a report is open, your protection always lasts until at least 24 hours after the seller’s deadline, and we remind you a day before it ends.
Your report’s reason, message and screenshots go into the dispute. Our Dispute Team then reviews the order chat, so add screenshots and details there at any time. A person on our team decides within 72 hours.
Seller offers
The seller can offer a refund. For orders delivered instantly, they can also send replacement login details or a different listing. When an offer arrives, your order page shows it:
- Refund: choose where it goes, then accept. The order is cancelled and refunded.
- Replacement: review it and accept. The replacement is delivered to your order.
- Decline offer (in a dispute): our Dispute Team decides.
In a dispute, if you don’t answer in time, the offer expires and our Dispute Team decides.
Closing it yourself
If the problem gets fixed, select Problem solved on a report, or Problem solved: close dispute on a dispute. You can do this at any time before our team decides. While your protection lasts, you can still report a new problem on the order.
How disputes end
| Outcome | What happens |
|---|---|
| Refund | The order is refunded to your PlayerBay wallet or, if you paid by card or a card wallet, to your original payment method. A refund to your wallet covers the item price; a refund to your card includes the processing fee. |
| Partial refund | Part of the price is refunded and the order stays completed. |
| Replacement | The seller’s replacement is delivered to your order and the dispute closes. |
| Decision for the seller | The order is completed and the seller is paid once your protection ends. |
| Problem solved | You closed the dispute. The order goes back to where it was. |
Once our team has decided a dispute, the order is locked and no more disputes can be opened on it.
Chargebacks
If you ask your bank for a chargeback, we can’t refund the order on PlayerBay while the bank reviews it. Reporting the problem on PlayerBay is the faster way to get help. See Chargebacks.
