This article is intended for all GamsGo Marketplace buyers. It explains when to report an Issue after a purchase, what evidence to prepare, the handling process and timelines, the decision-making principles for Request GamsGo Review, and the refund and penalty rules.
1. When to Report an Issue (Applicable Scenarios)
If you encounter a problem that cannot be resolved through communication with the Seller, you should select Report an issue within the Order. Common applicable scenarios include:
- Delivery/evidence issues: The account, gift code, or proof of delivery is invalid, incorrect, or inconsistent with the description; incomplete delivery information prevents use.
- Usability issues: The account cannot be accessed, the subscription has not taken effect, the subscription was canceled early, or you were removed from a family group, among other issues (subject to the Warranty Period/coverage).
- Ownership/security issues: The account was recovered by its original owner, a 2FA change made it unusable, or it was banned because of the Seller's prior violations (subject to the Warranty Period/coverage).
- Top Ups / top-up service issues: The funds were not credited, or the wrong server/region or UID was used (provided it can be demonstrated that the Seller was responsible).
- Gift Card delivery issues: The code is invalid, was already redeemed before delivery, or differs from the promised region or denomination. Preserve the redemption error and Order records. Most Top Ups and Gift Cards have no Warranty Period, but this does not excuse an invalid or incorrect delivery. Report the delivery issue promptly through the available Order options; if the needed option is unavailable, contact GamsGo Customer Support. Refund eligibility is reviewed under [Buyer] Refund Policy.
- Timing/service issues: The Seller did not deliver within the promised time; the Seller is unresponsive (no response within 36 hours after the Buyer selects Report an issue), refuses to provide a replacement, or refuses a refund.
- Offer mismatch: The account, service, item, region, or other details are materially inconsistent with the information expressly stated on the Offer page (subject to the coverage and exclusions).
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Eligibility for Request GamsGo Review: The Request GamsGo Review button is available only while the Order remains within the Warranty Period. Once the Warranty Period has expired, you can no longer request GamsGo Review. Be sure to submit your request as soon as possible within the Warranty Period.
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2. Communicate with the Seller Within the Order First (Required)
Before or while reporting an Issue, we recommend taking the following actions in the Order chat. This information will also serve as important evidence for the platform's decision:
- Describe the issue (such as an account error, missing funds, or account recovery) and when it occurred.
- Provide screenshots or screen recordings, ideally showing the account status, error code, transaction record, and other relevant details.
- Clearly state the requested resolution: provide a replacement, resolve the issue, or issue a full or partial refund.
- Retain all communication records. Do not alter or crop out key information.
3. Issue Resolution Process (From Self-Service to a Platform Decision)
The following is the recommended standard process and status progression. Wording may vary slightly by category or Order; refer to the actual options shown on the Order page:
- Identify and document the issue: Immediately take screenshots or screen recordings and preserve the account status, error code, transaction record, and other relevant details.