If the item you purchased falls short of expectations, such as being non-functional, differing from the listing description, or involving a code that can't be redeemed as specified, immediate action is advised. Here are some scenarios you might encounter:
- The item is inoperative or doesn't function as anticipated.
- The item delivered diverges from what was detailed in the listing.
- The provided code is either unredeemable or redeems an item inconsistent with the listing.
- You haven't received the item at all.
In any of these situations, where the received item doesn't align with the listing's description, we strongly urge you to reach out to the seller directly through Gameflip. Utilize the chat feature associated with your order for communication. Often, the seller can resolve the issue swiftly and efficiently, or give proper instructions to troubleshoot your problem.
However, if the seller does not resolve your issue in a timely manner, you must open a dispute by choosing "Hold Transaction and Open Issue". This option is available in the Review & Complete Transaction section on the purchase page:
When opening a dispute, you will be asked to select and describe the issue with your order. You will also be requested to attach one or more screenshots showing what is wrong with the item you received.
After you open a dispute, the 3-day countdown to auto-complete the transaction is stopped, and a new 5-day countdown will start so you and the seller can try to reach a solution, either to complete the transaction or to escalate the dispute to be analyzed and decided by our Support Team. During the dispute process, you can exchange messages with the seller and our support agents.
Note: messages sent to our support team on the Dispute Support chatbox (image on the right) can only be read by our support agents.
Within these 5 days, if the seller does not respond to your dispute, the transaction will be automatically canceled, and you will be refunded. If the seller responds to the dispute, but you are still unsatisfied, you must escalate the dispute to Gameflip. If you do not escalate the dispute to our Support Team, the dispute will be automatically closed, and the transaction will be completed.
Escalating a dispute
If the seller responds to your dispute, you have 5 days to decide whether to escalate the dispute to Gameflip Support Team. If you do, you agree that the Gameflip Support Team will review the evidence and decide the outcome of the dispute.
Gameflip Support agents will contact you and the seller through the verified email on your Gameflip account for additional information, such as evidence that the item does not work or was not as advertised. Please provide as much evidence as possible to support your case. Our support agents can only decide on the dispute based on the evidence provided.
Required Evidence for In-Game Items:
- Fullscreen, uncropped, and unedited screenshots of your account trade history from the time of the trade until the moment the dispute is opened;
- If possible, uncropped and unedited screenshots of any messages exchanged between you and the seller in-game;
- If possible, an unedited video of the transaction.
Required Evidence for Gift Cards:
- Fullscreen, uncropped, and unedited screenshots of your account activation history from the time of the purchase until the moment the dispute is opened;
- Fullscreen, uncropped, and unedited screenshots of the error message you receive when you try to activate the code;
- Fullscreen, uncropped, and unedited screenshots of a chat with the gift card company’s Customer Support, asking for the day and time the code was redeemed or details related to the issue;
- For the seller: Photos of the gift card's purchase receipt and the scratched card code.
Required Evidence for Games (code):
- Fullscreen and an uncropped screenshot of your account activation history from the time of the purchase until the moment the dispute is opened;
- Fullscreen and an uncropped screenshot of your account trade history from the time of the purchase until the moment the dispute is opened;
- Fullscreen and uncropped screenshots of the games recently added to your account from the time of the purchase until the moment the dispute is opened;
- Fullscreen and an uncropped screenshot of the error message you receive when you try to activate the code.
Required Evidence for Movies (code):
- Fullscreen and uncropped screenshots of your account/library history from the time of the purchase until the moment the dispute is opened;
- Fullscreen and an uncropped screenshot of the error message you receive when you try to activate the code.
Required Evidence for Physical Goods:
- Clear photograph or video of the item you received showing the defects or problems with the product.
With the evidence provided by both users, the Support Team will investigate further and evaluate the dispute. Buyer and seller may face punitive action if the support agent finds either party is purposely defrauding the other.
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