Every order is protected in two stages. After delivery you get a few days to check it and raise a dispute if something is wrong. Once the order is marked received, it stays protected for the period shown below, and our support team can open a dispute for you. The seller is paid only when protection ends.
The two stages
- 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.
Check everything before you select Mark as Received, and don’t let a seller rush you. Once you confirm, you can’t raise a dispute yourself.
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.
No. It ends your check, so you can’t raise a dispute yourself any more, but the order stays protected until the date shown on the order page. Contact support if something goes wrong in that time.
The order is complete. If something still goes wrong, contact support from the order page and our team will review it.
No. It comes with every order at no extra cost.
No. Orders placed before then have one protection period that starts at delivery, and you can raise a dispute yourself until it ends. Your order page always shows the right dates for your order.