PlayerBay Blog

Cancelling an order the seller didn’t deliver

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claude

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Every order has a guaranteed delivery time. If it passes and the seller hasn’t delivered or replied to you, you can cancel the order yourself from the order page. If you paid by card, everything you paid goes back to it, processing fee included. Otherwise you get the item price back as a refund voucher, straight away.

When you can cancel

You can cancel when all of these are true:

  • The guaranteed delivery time on the order page has passed. Until then, the button counts down.
  • The seller hasn’t marked the order delivered.
  • The seller hasn’t sent you a message in the order chat.

We notify you as soon as the cancel is available. Orders delivered instantly can’t be cancelled this way, and neither can an order with an open chargeback.

If the seller replied but still hasn’t delivered, select Contact seller and choose Order was not received. The seller then has a set time to deliver. If nothing arrives by then, Cancel & refund becomes available.

How to cancel

  1. Open the order from your orders page.
  2. Select Cancel & refund. It opens Seller missed the delivery window.
  3. Check where the refund goes. The dialog shows Original payment method or Refunded as a refund voucher.
  4. Select Cancel order & refund.
Go to your orders

You don’t choose where the refund goes. Orders paid by card, Apple Pay, Google Pay or another card wallet go back to the card. Orders paid with crypto or voucher credit get a refund voucher.

What you get back

A refund to your original payment method is everything you paid, processing fee included. A refund voucher is the item price; the processing fee isn’t refunded. A cancelled order earns no Sand Dollars, so nothing is taken back from you.

Refund When it arrives
Refund voucher Instantly. It’s active, never expires and checkout applies it to your next order.
Original payment method The site shows 5–10 business days

If you paid partly with voucher credit and partly by card, the card part goes back to your card and the voucher-credit part comes back as a refund voucher.

If you’d still like the order, you don’t have to cancel. Message the seller and give them more time. You can cancel later as long as the order is still undelivered and the seller hasn’t replied.

No. Once the order is marked delivered, the cancel is gone. If it arrived late without your agreement, raise a dispute with the reason Delivered late (currency, items and top-ups).

No. Wait for the guaranteed delivery time, or ask the seller in the order chat whether they can cancel the order for you. If the seller cancels, you’re refunded the same way: to your card if you paid by card, otherwise as a refund voucher.

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