Match the problem with the first action
Different problems need different evidence. Use the closest match, then follow the current review instructions for the marketplace or payment route involved.
- Delivery is late: check when the estimate began, save timing and status records, and ask for a clear updated time before confirming.
- Nothing arrived: preserve the offer, recipient details, communication, and empty or unchanged in-game state, then report non-delivery within the allowed time.
- Only part arrived: record every completed part, the net amount received, and the exact amount or result still missing.
- The wrong item or recipient was used: preserve the original item, variant, server, and recipient details alongside the result that appeared.
- The result does not match the description: save the original description and compare each important difference with the delivered result.
- Someone claims delivery happened: ask for evidence tied to the correct recipient, method, quantity, and time without sharing passwords or authentication codes.
- An account was recovered later: secure the connected email and other accounts, preserve recovery notices, and use any active account-protection route promptly.
- An account became locked or restricted: use official publisher support for the account problem and keep that response separate from the marketplace dispute record.
Three different rulebooks can apply
A refund that one rulebook allows may be refused under another. Work out which one actually governs your purchase before arguing the case, because each has its own deadline and its own decision-maker.
- The store's own refund policy. These usually allow a refund only within a short window, and only if the product was barely used.
- Consumer law where you live. In the EU a 14-day withdrawal right exists, but it can be lost for digital content after you agree to start access or download.
- The marketplace's dispute process, which runs on its own deadline and is separate from the two above.
- A code or wallet card bought from another seller may use different refund rules from a purchase made in the official store.
Evidence for this section: European Commission - Your Europe: returns and the right of withdrawal
Create a factual timeline
List the agreement, method, expected result, delivery events, and first sign of the problem. Include only relevant records and keep original timestamps when possible.
Handle security before argument
If credentials or recovery access may be exposed, secure the email and game account through official channels. Do not wait for a commercial dispute to resolve an active security issue.
Make each piece of evidence easy to understand
Use the original description, documented communication, timestamps, relevant in-game records, and official account or publisher notices where they directly support the problem. Add a short explanation for each item and place events in order. Redact unrelated personal information.
Keep settlement details clear
If a replacement, partial result, or refund is proposed, record the exact amount or outcome and when it should happen. Do not mark a problem resolved only because a future solution was promised.
Act within the current review window
Check which event started the time limit, how long it lasts, and which action formally opens a review. A message to another user or an outside payment complaint may not replace the marketplace's stated dispute route.
Possible outcomes depend on evidence and rules
A review may accept, reject, or partially resolve a claim. Refund availability can depend on the product, redemption state, evidence, timing, and governing terms. No educational page can promise a particular outcome.
Beginner questions
Should I wait for a dispute result before securing my account?
No. If email, credentials, recovery access, or linked accounts may be exposed, use official security tools immediately. Keep the security action and commercial dispute as separate records.
What if someone promises to fix the problem later?
Keep the promise in the documented record, but do not confirm completion or close an active review until the agreed replacement, missing amount, or other solution can be checked.
Does EU law always give me 14 days to change my mind about a game?
No. The EU has a 14-day withdrawal period for many online purchases, but exceptions can apply to digital content after you agree to immediate access or download. Check the current rule for your exact product and country.
Which refund rules cover a code bought from another player?
Check the seller or marketplace rules first, then the official store rules. Different rules may apply when the code was not bought from the official store.
Sources and review note
This page is reviewed for clear risk language and beginner usefulness. Publisher rules can change; use primary rules for game-specific decisions. Sources last checked .
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