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Problem with a purchase
Did something go wrong when making a purchase on BuySellVouchers.com? Did your order not arrive? Did something arrive that was very different than described? The first step is to dispute the transaction. We’ll facilitate communication between you and the seller to see if things can be worked out. Many disputes are caused by misunderstandings, and they're often easy to resolve. However, if you and the seller can’t reach an agreement on your own, you can escalate your dispute to the Complaint Team. We’ll investigate and make a decision in favor of either you or the seller.
- My order never arrived
- My order arrived – but there’s a problem. You can open a dispute if the item you receive is not working properly.
- You received a completely different item.
Example: You purchased an Itunes gift card, but received an Amazon gift card.
- The item's condition was misrepresented.
Example: The listing said “scanned gift card,” but the item was sent as a text file.
- The item is missing parts or features, and this was not disclosed.
Example: You bought a Razer Gold card, but some digits of the code are missing.
- You purchased a specific quantity of an item but received the wrong amount.
Example: You bought five Google Play gift cards, but received only two.
My order never arrived
If you made a successful & full payment but your order never shows up, please contact support via the Ticket System and Your order will be re-checked manually.
My order arrived – but there’s a problem.
Open a dispute in the Dispute Center to get the process started.
How to escalate a dispute to the Complaint Team
If your initial attempt to resolve the problem with the seller is unsuccessful, you can escalate your dispute to the Complaint Team.
Open the BuySellVouchers website, scroll to the bottom of the page and click on the Dispute Center. Select your existing dispute by clicking on Open Cases. If no solution is found between You and the Seller, You will be able to escalate the issue to the Complaint Team. Then, we'll review your case promptly and provide a final decision.
Report a problem
Didn't receive the code(s)
Received an invalid product
Tips for sellers
Communicating with your buyer
Tutorial: How to respond to a transaction problem
Tips for buyers
BuySellVouchers can help you resolve problem transactions
Tutorial: How to dispute a transaction
Tip for sellers
Communicating with your buyer:
Communication is an important aspect of providing great customer service for buyers on BuySellVouchers marketplace. Effective communication creates a connection with buyers and can encourage repeat business. Here are some steps to make sure you are successfully communicating with buyers:
Responding to messages from Buyers in a timely manner ensures that your shoppers feel heard and supported, especially if they have a question. We recommend replying to buyers within a few hours of receiving their message. Setting aside time to read and respond to messages from buyers each day can make this an easier task.
Be clear and professional
Keep your messages simple and focused. Too many details or unclear expectations can lead to confusion and miscommunication. Be sure to address the buyer’s specific questions and provide only relevant information.
Handling order issues or difficult customers
Sometimes an order won’t go as expected and it’s important to remain objective and professional. This also helps if you’re responding to a negative review.
If you encounter an issue with an order, proactively contact the buyer to discuss the situation. Inform buyers as soon as possible if there may be a delay with their order and talk about the next step. Use this opportunity to confirm if the buyer can wait for the order or if you should refund them.
If a situation escalates, take some time before you write your response, since your communication is a reflection of your business.
Tips for users:
How to dispute a transaction
If the item delivered by the seller doesn't work as expected or doesn't match the description of the listing and the seller is unable to resolve your issue in a timely manner, you can open a dispute by selecting the "I have not received the item, or the item I received does not work or not as advertised" option on the order screen.
After a dispute is opened, the 36-hour countdown for auto-complete is stopped and both you and the seller can try to reach a solution until either you decide to complete the transaction or escalate the dispute to be reviewed and decided by the Complaint Team. When the dispute is escalated to our Complaint Team we will contact both, the buyer and the seller, asking for additional information such as evidence that the item didn't work or wasn't as advertised.
Please, make sure to provide concrete evidence that the item received doesn't work as expected. Failure to provide evidence can cause the claim to be denied.
Escalating a dispute
If no solution between You and the Seller is reached, you will be able to escalate the dispute. If you do so, you agree that from the moment of the escalation, the Complaint Team will be the party who will decide the dispute.
Required Evidence for Gift Cards:
- Fullscreen, uncropped, and unedited screenshot of your account activation history from the time of the purchase until the moment the dispute is opened;
- Fullscreen, uncropped, and unedited screenshot of the error associated with the code activation attempt.
- Fullscreen, uncropped, and unedited screenshot of a chat with the Gift Card company’s Customer Support, asking for the redemption day and time of this code or what happened with the code/account.
- For the seller: Photos of the gift card's purchase receipt and the scratched card code.
Required Evidence for In-Game Items:
- Fullscreen, uncropped, and unedited screenshot of your account trade history from the time of the trade until the moment the dispute is opened;
- If available, an uncropped and unedited screenshot of any chat logs between you and the seller in-game;
- If available, an unedited video of the transaction.
With the requested evidence, the Complaint Team will investigate further and will cancel the order and issue a refund to the buyer if feasible. The buyer or seller may face punitive action if the Complaint Team finds either party is purposely defrauding each other.