Order Dispute Process on GamesHub
We encourage direct communication with the seller before raising a dispute. Sellers prioritize customer satisfaction and are often willing to assist with any issues that arise. Establishing clear communication can resolve many problems quickly and amicably. However, if you’re unable to reach a resolution with the seller, you can always contact our support team for further assistance.
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Understanding Disputes
A dispute can be raised if there’s an issue with your order that hasn’t been resolved through direct communication with the seller. Disputes should be initiated on GamesHub while the order is still marked as pending or delivered. If you encounter problems after the order is completed, our 24/7 customer support is here to help.
Common Reasons for Raising a Dispute:
- Non-responsiveness: The seller is not responding to your messages.
- Order discrepancies: The product or service received is not as described.
- Delivery issues: The order wasn’t delivered within the guaranteed delivery time.
- Account problems: You purchased an account, but the provided details are incorrect or not functioning.
Dispute Resolution for Categories
- Account and Boosting Section Disputes:
The seller has 12 hours to respond to the issue. If the seller does not take action within the guaranteed period specified in the order, the dispute may be closed in favor of the buyer, and a refund will be issued. If the seller resolves the issue within the allotted time, the dispute will be closed in their favor. - Currency, Top Up, and Item Section Disputes:
For disputes related to currency and item transactions, the seller has 2 hours to provide proof of delivery. If the seller fails to upload the necessary evidence within this timeframe, the order may be fully refunded, provided that no solution was offered to the buyer.
Most disputes will be fully resolved within 3 days, depending on the situation.Once a dispute is raised, our dispute team will review the situation within 15 to 30 minutes. For any questions or concerns about your order or dispute, our customer support team is available around the clock.
Providing Evidence
Once the GamesHub team joins your dispute, you will need to provide all evidence of the issue—screenshots, proof that the account is not working or is suspended, in-game chats (if applicable).
Things that are taken into evidence:
- Seller’s description of the product.
- Screenshots proving wrong login information.
- Screenshots of emails proving the login information has been changed.
- Screenshots of the account not matching the description (e.g., account is banned, does not have what the seller described).
For currency and items:
The seller must provide proof of delivery:
- Trade screenshots, videos, or any useful evidence to prove that the order was delivered to the buyer.
Tips on How to Handle Disputes as a Seller
- Talk with the buyer: Understand the issue with the order.
- Upload any proof from your side that could help resolve the situation.
- Respond to the dispute within 12 hours.
- Try to resolve the dispute by providing a replacement or issuing a refund if possible.
- If you’re unable to resolve the dispute with the buyer, provide proof and wait for the GamesHub team to handle the dispute.
If Your Order Was Cancelled
After an order is canceled, please do not:
- Use the account purchased, as our warranty doesn’t apply to it anymore. The seller may reclaim ownership at any time.
- Deliver goods to buyers. After cancellation, money is in their balance, and you are not guaranteed to receive the funds for the order.
By following these steps, you can efficiently handle disputes and ensure a fair process for both buyers and sellers on GamesHub.