What to Do If Your Purchased Digital Code Is "Already Redeemed" or Invalid

If you receive a code that says it has already been redeemed, is invalid, or is region-locked, do not complete the order. Marking "complete" finalizes the transaction, releases the funds to the seller, and permanently waives your protection under the Gameflip Guarantee. This guide explains how to hold the transaction, open a dispute, and what evidence is required from both buyers and sellers to resolve the issue safely.

Important Dispute Rules & Timelines

• Do Not Complete the Order: Completing the order waives all refund rights immediately. 
• Strict 3-Day Window: You must place a hold to open a dispute on the transaction within 72 hours (3 days) of purchase before the system auto-completes the sale. 
• Dispute Pause: Opening a dispute pauses the 3-day countdown and gives you and the seller a 5-day window to resolve the issue.
• Refund Protection: If verified as non-working, Gameflip will issue a 100% refund to your original payment method.

1. Immediate Steps for Buyers

If a code you purchased does not work:

1. Do NOT Complete the Transaction: Completing an order releases funds to the seller and finishes the transaction.
2. Double-Check the Code: Ensure there are no typos (e.g., confusing 0 with O, or 1 with I) and confirm that your account region matches the product listing.
3. Hold the Transaction & Open a Dispute: Go to your order page, select Hold Transaction or Open Dispute, and choose Invalid Code / Already Redeemed as the reason. This pauses the timer so your money remains safe while Support investigates.
4. If you and the seller don't come to a resolution, please escalate the dispute.

Check our FAQ article here to understand how to open a dispute and escalate it properly if needed.

2. What Evidence Is Required to Resolve an Escalated Code Dispute?

To verify the validity and redemption history of a disputed code, Gameflip Support will contact both parties to collect specific documentation.

📩 Evidence Required from the Seller

When a dispute is opened, sellers are sent a request to verify the code's source and status within 48 hours. Sellers must provide:

• Proof of Purchase / Original Receipt: Photos of the physical card (front and back) alongside the original receipt, placed next to a handwritten note stating "For Gameflip". For digital codes/e-cards, unedited full-page screenshots of the code and invoice.
• Official Publisher/Company Verification: Unedited, full-browser-page screenshots of a live support conversation with the code issuer (e.g., PlayStation, Xbox, Steam, Amazon, Apple):
  • For Gaming Codes: Confirmation showing the exact redemption date, time, and associated platform/account where the code was redeemed (with the full code clearly visible in the conversation).
  • For Non-Gaming Codes: Confirmation showing the exact redemption date, time, and location associated with the redemption.

⚠️ Important for Sellers: Failure to submit full-page, unedited browser screenshots within the 48-hour deadline will result in the dispute being resolved in favor of the buyer and a full refund being issued.

3. How the Resolution Process Works

Dispute Opened ──► Funds Remain Held  ──► Evidence Requested (48-Hour Window) ──► Gameflip Investigation ──► Refund or Completion

• If the Code was Redeemed BEFORE Purchase: The dispute is approved, and the buyer receives a full refund back to their original payment method or Gameflip Wallet balance.
• If the Code was Valid & Redeemed AFTER Purchase: The transaction will be completed, and funds will be released to the seller.

Evidence Requirements & Dispute Role Matrix

Frequently Asked Questions (FAQ)

Q: Can I use mobile phone screenshots to submit my evidence?

A: No. To ensure security and prevent tampered images, all official evidence (support logs, account redemption history) must be captured as full-page, unedited screenshots from a desktop computer browser in JPEG or PNG format.

Q: What if the seller doesn't respond to the dispute within 48 hours?

A: If the seller fails to provide sufficient evidence within 48 hours, escalate the dispute so the Gameflip support team can intervene. 

Q: What if the code was for the wrong region?

A: If a seller lists a code without clearly labeling its region restrictions and it cannot be redeemed in your region, open a dispute for assistance.