Something wrong with your order?
Message the seller first. If the order is late, cancel it for a refund; if it was delivered but is wrong, open a dispute.
1. Message the seller
Open the order and write to the seller in the order chat. Say clearly what’s wrong and add screenshots. Keep everything in the order chat: it’s what our team reads if a dispute is needed.
| Problem | What to send |
|---|---|
| Not delivered yet | Ask for an update and check the delivery details you gave at checkout. |
| Wrong amount or item | What arrived, what’s missing, and a screenshot of your inventory or balance. |
| Account login doesn’t work | The error message or a screenshot of it. |
| Code doesn’t work | A screenshot of the redemption error. |
| Top-up didn’t arrive | Your account or character ID again, so the seller can check. |
2. If the order wasn’t delivered
Every order has a guaranteed delivery time, shown on the order page. If it passes and the seller hasn’t delivered or replied, select Cancel & refund. We notify you when it becomes available.
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, you can cancel the order for a refund.
Full steps: Cancelling an order the seller didn’t deliver.
3. If the order was delivered but something’s wrong
- Select Report a problem on the order page.
- Choose the reason, describe the problem and add screenshots.
- The seller has 12 hours for accounts, or 2 hours for everything else, to fix it, refund you or send a replacement. Watch the order page for their reply.
- If it isn’t fixed, select Raise dispute. Our Dispute Team reviews the order and decides.
Full details: How disputes work.
If protection has ended
You can’t report a problem yourself. Use Contact support on the order page and our team will review the order.
