Buyer protection & disputes
Review window, reporting, refunds · 9 articles
- How does Buyer Protection work?Your payment is held while the order is completed, and evidence-supported seller problems may qualify for a full or partial remedy.
- What does Buyer Protection cover?Accepted purchases through AuctionHouse checkout, across accounts, items, currency and boosting, when the seller caused the problem.
- What isn’t covered?Private off-platform payments, problems the buyer caused, and publisher bans that were not caused by the seller.
- How the 72-hour review window worksYou have 72 hours by default to check an order and report a problem. Your order page shows the exact deadline.
- Report a problem with an orderMessage the seller on the order page first. If that does not fix it, open a dispute there before the deadline.
- How long do disputes take?Estimated initial response: 24 hours. Investigation and review may take longer, and staff — not bots — decide.
- Something’s wrong after completionSubmit hidden seller-caused problems through Contact Support within 30 calendar days after the order completed.
- The seller took the account backBefore completion, a reclaimed account is an ordinary dispute. After completion, a proven reclamation permanently suspends the seller.
- A boost was only partly doneThe unfinished part may be refunded in proportion to the agreed scope; unusable work may justify a full refund.