Before you start
- Not delivered, and the seller hasn’t replied? Once the guaranteed delivery time has passed, cancel the order for a refund. See Cancelling an order the seller didn’t deliver.
- Not delivered, but the seller replied? Select Contact seller and choose Order was not received.
- Already received? Use Contact support on the order page while the order is protected. Our team reviews it and can open a dispute for you.
Instant-delivery accounts and gift cards: contact the seller first
- Open the order and select Contact seller.
- Choose the reason, describe the problem and add up to 4 screenshots.
- Select Send help request.
Your request appears in the order chat, and the seller is notified. The Seller contacted card on your order page counts down their time. In that time the seller can reply, send a replacement, offer you a refund, or tell you they can’t fix it. If they fix it, select Problem solved.
Raise dispute becomes available when the seller’s time runs out, when the seller selects Can’t fix this, or if the seller hasn’t replied by halfway through their time. While a request is open, your protection lasts until at least 24 hours after the seller’s deadline.
How to raise a dispute
For everything else you can raise a dispute straight away. Messaging the seller in the order chat first often fixes it faster.
- Open the order from your orders page.
- Select Dispute.
- Choose the reason that fits your order.
- Describe what you expected and what happened, then submit.
- Under Upload your proof, add screenshots or a short clip of the problem, and select Submit proof.
Your proof is private: the seller doesn’t see it, only PlayerBay does. If you can’t get proof yet, select I can’t get proof right now and explain in the order chat.
| You bought | Reasons you can choose |
|---|---|
| Accounts | Account login doesn’t work, Account was taken back, Order is not as described, Order is missing details, Other |
| Currency, items and top-ups | Order was not received, Wrong amount delivered, Order is not as described, Delivered late, Other |
| Keys and gift cards | Order was not received, Code doesn’t work, Wrong region, Other |
Deadlines
If the seller doesn’t respond in time, the dispute goes straight to our Dispute Team. You can keep talking to the seller and our team in the order chat at any time.
Seller offers
The seller can offer a refund. For orders delivered instantly, they can also send replacement login details or a different listing. When an offer arrives, your order page shows it:
- Review & accept refund: choose where it goes, then accept. The order is cancelled and refunded.
- Review & accept replacement: the replacement is delivered to your order.
- Decline offer: our Dispute Team decides.
If you don’t answer in time, the offer expires and our Dispute Team decides.
Closing a dispute yourself
If the problem gets fixed, select Problem solved: close dispute. You can do this at any time before our team decides. Closing it confirms you received the order: the order is marked received and stays protected, and support can help if something goes wrong later.
How disputes end
| Outcome | What happens |
|---|---|
| Refund | The order is refunded to your PlayerBay wallet or, if you paid by card or a card wallet, to your original payment method. A refund to your wallet covers the item price; a refund to your card includes the processing fee. |
| Partial refund | Part of the price is refunded and the order is marked received. |
| Replacement | The seller’s replacement is delivered to your order and the dispute closes. |
| Decision for the seller | The order is marked received and the seller is paid when protection ends. |
| Problem solved | You closed the dispute, and the order is marked received. |
Once our team has decided a dispute, the order is locked and no more disputes can be raised on it.
Chargebacks
If you ask your bank for a chargeback, we can’t refund the order on PlayerBay while the bank reviews it. A dispute on PlayerBay is the faster way to get help. See Chargebacks.