Disputes for sellers
When a buyer opens a dispute, respond in time with evidence, a refund offer or a replacement. If you don’t, our Dispute Team decides.
When a buyer can report a problem
After you deliver, while the buyer’s protection lasts. A buyer can also report an order you haven’t delivered once your guaranteed delivery time has passed, if you’ve replied in the chat. An order that was never delivered and never answered isn’t reported: the buyer cancels it.
The buyer picks a reason. The reasons depend on the product:
| Product | Reasons the buyer can choose |
|---|---|
| Accounts | Order was not received, Order is not as described, Account login doesn’t work, Account was taken back, Other |
| Items, currency, top-ups | Order was not received, Wrong amount delivered, Order is not as described, Delivered late, Other |
| Keys, gift cards | Order was not received, Code doesn’t work, Wrong region, Other |
The report appears in the order chat, and we notify you by email and on the site.
How long you have
| 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.
Your time starts when the buyer reports the problem. The order page shows your exact deadline, and we remind you before it passes. If you haven’t replied by halfway through, the buyer can raise a dispute early.
How to respond
Open the order from your sales. You can:
- Reply in the order chat: explain what you delivered and add screenshots of the trade, the login working or anything else that shows it. Your first message counts as your response.
- Send replacement: for instant-delivery orders, new login details or another listing of yours. You can resend it to correct it until the buyer accepts.
- Offer refund: the buyer chooses whether to accept and where the money goes. Once they accept, the order is cancelled and refunded.
- Can’t fix this: tells the buyer straight away, so they can raise a dispute and our team can decide.
If the buyer is happy, they close the report with Problem solved and the order continues.
If the buyer raises a dispute
The buyer’s report, message and screenshots go into the dispute, and our Dispute Team reviews the order chat. You and the buyer each have the evidence time shown above to post proof there. A person on our team decides within 72 hours.
- Offers: you can still offer a refund (once per dispute) or a replacement. The buyer has the time shown above to accept or decline.
- The buyer declines, or the offer window ends: our Dispute Team decides. You can’t send another offer in that dispute.
- The buyer’s problem is fixed: they can close the dispute with Problem solved, and the order continues.
Our Dispute Team can side with you, refund the buyer in full, or refund part of the order. After a staff decision the order shows Order locked by staff, and neither side can act on it.
A buyer can open more than one dispute on the same order while protection lasts, up to the limit above.
Your earnings
- The order’s earnings are held while a report or dispute is open. An open report keeps the buyer’s protection going until at least 24 hours after your deadline.
- If the decision goes your way, or the buyer accepts a replacement or closes the problem, the earnings stay held until the order’s protection period ends, then become available.
- If the buyer is refunded in full, you aren’t paid for the order.
- After a partial refund, your share shrinks by the same proportion and is held until protection ends.
Disputes you lose lower your offer ranking and can lead to a warning from our team. See When your earnings become available for the full rules on holds.
