How refunds work
Orders paid by card go back to the card, fee included. Orders paid with crypto or voucher credit get a refund voucher, active at once.
When you get a refund
- The seller didn’t deliver in time: you cancel the order yourself. See Cancelling an order the seller didn’t deliver.
- The seller cancels the order: you’re refunded straight away.
- The seller offers you a refund: after you contact them about a problem or raise a dispute, you accept their offer.
- A dispute ends in your favor: you accept the seller’s refund offer, or our team refunds you. See How disputes work.
Where the money goes
| You paid with | Your refund |
|---|---|
| Card, Apple Pay, Google Pay, Cash App Pay or Amazon Pay | Back to your original payment method, processing fee included |
| Crypto | A refund voucher, without the processing fee |
| Voucher credit only | A refund voucher |
There’s no choice to make. It works the same whether you cancel an overdue order, accept a seller’s refund offer, the seller cancels, or our team refunds a dispute. The dialog shows where your refund goes before you confirm.
If you paid partly with voucher credit, that part comes back as a refund voucher. Only the amount charged to your payment method goes back to it.
How long it takes
- Refund voucher: instant. It shows on your Rewards page, and checkout applies it to your next order automatically.
- Original payment method: the site shows 5–10 business days for it to appear. After that, check with your bank.
What’s refunded
A refund to your original payment method includes the processing fee. A refund voucher covers the price you paid for the item; the processing fee isn’t refunded. In some cases, when PlayerBay is at fault, our team refunds the fee too.
A partial refund from a dispute returns part of the price. The order stays completed.
A refunded or cancelled order doesn’t earn Sand Dollars, because Sand Dollars only arrive when an order completes. Nothing is taken back from you.
After an order is cancelled or refunded, its chat stays open for 3 days, then closes.
