How buyer protection works
Your money is held until the order is delivered and your protection period ends. Cancel if it’s late; open a dispute if what you got is wrong.
How long protection lasts
Protection starts when the seller delivers the order. Its length depends on the game and the type of product.
| Product type | Free buyer protection |
|---|---|
| Currency | 5 to 7 days |
| Items | 5 to 10 days |
| Accounts | 5 to 14 days |
| Top-ups | 5 days |
| Gift cards | 4 days |
Your order page shows when protection ends, next to Order will be Auto-Completed:. We remind you before it ends.
What’s protected
| If this happens | What you do |
|---|---|
| The seller doesn’t deliver by the guaranteed delivery time | Cancel the order for a refund. See Cancelling an order the seller didn’t deliver. |
| What you received is wrong, incomplete or doesn’t work | Report the problem from the order page. The seller gets time to fix it, and if they don’t, you can raise a dispute. See How disputes work. |
| An account you bought is recovered by the seller or stops working because of the sale | Report the problem during protection. See Account warranty. |
Before the order is delivered, the overdue cancel is the way to get your money back. If the seller replied but hasn’t delivered, report the problem as not received.
Where your money is
- You pay. The seller sees the order but can’t withdraw anything.
- The seller delivers. Your protection period starts.
- You select Mark as Received, or protection ends and the order completes on its own.
- Once protection has ended without a dispute, the seller’s earnings become available to them.
While a report or dispute is open, the money stays on hold until it’s resolved. An open report keeps your protection going until at least 24 hours after the seller’s deadline.
After protection ends
You can’t report a problem yourself any more. If something goes wrong with the order later, use Contact support on the order page. Our team reviews the case and can reopen disputes on the order for a limited time.
