Protect your earnings. Learn when to file a dispute, how to respond to buyer claims, and how to provide the evidence needed for PlayerAuctions to resolve your case.
When can I file a dispute?
1. When a buyer cancels a Boosting order or cancels during the delivery guarantee time for Currency, Item, Account and Top up orders.
If your buyer cancels, the order status will be displayed as 'Delivery Pending Seller confirmation'.
2. When an order is stopped when the order status is 'Pending Delivery'. This can happen if the buyer or seller gets suspended.
You are able to check disputes after logging in even if you are suspended. Click 'Dashboard' under your account and then check 'Disputes' for your orders.
Where can I file a dispute?
Go to the order detail page and you will see the button 'Report Dispute' there.
PS: If the seller was suspended at this stage, we will send you an email with a link to file a dispute.
How long should I wait? I've filed a dispute but haven't received a response from the buyer.
After a dispute is created, the buyer will be given 3 days to respond. If they do not adjust the ‘refund amount' you requested or take any action within this timeframe, the dispute will be closed/escalated.
If the buyer challenges the ‘refund amount' and you adjust it again, the buyer will be given 7 days to respond to the dispute. The dispute will be closed/escalated if there is no response in this timeframe.
Note: If the buyer opens a dispute, you will be also required to answer within 3 days. If you challenge the refund demand set by them, they will be asked to respond within 7 days.
How do I escalate the dispute to the PlayerAuctions Team?
After the buyer replies to your dispute, you'll be given two options:‘Accept Settlement' & ‘Escalate Dispute'.
Note:
*Only one dispute case may be filed under one order ID. We would like to make sure that our members have resolved the issue during the first case. As a result, by clicking 'Accept Settlement', we assume that you have drawn a final conclusion of the whole case as well as confirmed each detail relevant to it, which will be the final result of your dispute and may not be appealed.
**After clicking ‘ESCALATE DISPUTE', the refund amount cannot be changed anymore. However, there will be a 24 hour period before the dispute status changes to ‘Escalated', during which you are still able to upload evidence on the dispute page.
Tips for handling a dispute
1. The refund amount shouldn't be the order price. It is how much ($) the buyer will be refunded if the dispute is agreed to by the buyer or terminated in your favor by the PlayerAuctions team.
Make sure that you have input the correct amount for your claim and check the window that pops up before you submit the dispute.
2. Ensure that you upload valid evidence if delivery was completed before the buyer's cancellation or if you don't agree to the buyer's claim.
Valid evidence is should include but is not limited to time, date, receiver, URL, etc.