How buyer protection works
You get a few days to check every delivery, then protection continues after it’s received. The seller is paid only once protection ends.
The two stages
After delivery, the buyer has 3 days to check it before it's marked received. Protection then continues from the day the order is received:
| Product type | Protection after the order is received |
|---|---|
| Currency | 5 to 7 days |
| Items | 5 to 10 days |
| Accounts | 5 to 14 days |
| Top-ups | 5 days |
| Gift cards | 4 days |
- Delivered: check the order. Your order page shows the date next to Will be marked Received:. During this stage you raise a dispute yourself from the order page.
- Received: you selected Mark as Received, or the check time ran out. The order page shows Protected until and the date. If something goes wrong now, use Contact support and our team opens a dispute for you.
- Completed: protection has ended and the seller has been paid.
Orders of currency, items, top-ups and keys from some high-volume sellers complete as soon as they’re received. Your check works the same way, so raise any problem 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 | Raise a dispute from the order page. For instant-delivery accounts and gift cards, select Contact seller first. See How disputes work. |
| An account you bought is taken back after you received it | Contact support from the order page while the order is protected. 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, select Contact seller and choose Order was not received.
Where your money is
- You pay. The seller sees the order but can’t withdraw anything.
- The seller delivers, and your check starts.
- The order is marked received, and protection continues.
- Protection ends without a dispute. The order completes and the seller is paid.
While a dispute is open, the money stays on hold until it’s resolved. Stay on PlayerBay from payment to delivery: anything arranged off PlayerBay isn’t protected.
