This article applies to all GamsGo sellers and provides operational guidance on the refund policy from a seller's perspective, warranty policy, DealShield seller protection, and feedback appeals.

1. Overall Dispute Resolution Process

1. The buyer identifies an Issue → The buyer first contacts the seller through Chat with Seller within the Order.
2. Does the seller respond within 36 hours?
   • Yes → Both parties negotiate a solution:
     • An agreement is reached → The seller resolves the Issue / redelivers / issues a partial refund, and the process ends.
     • No agreement is reached → Proceed to the next step.
   • No (no response before the deadline) → A refund is issued immediately.
3. The buyer submits a Request GamsGo Review → The Order status changes to Issue in progress.
4. The platform requests evidence from both the buyer and the seller.
5. Does the seller resolve the Issue within 36 hours?
   • Yes → The Issue is resolved and the Order continues.
   • No → The platform intervenes and decides whether to issue a refund / compensate the buyer or reject the request.

2. Mandatory Seller Response Times

• If a buyer reports an Issue through an Order message, it must be handled within 36 hours. Otherwise, the seller is deemed to have agreed to a full refund.
• After a Request GamsGo Review is submitted, the seller must provide a solution within 12 hours. Otherwise, the platform will issue a decision within 36 hours.
• For disputes involving virtual currency / Top Ups / Game Items, the seller must provide evidence within 36 hours. If the deadline is missed, the Amount will be refunded to the buyer.
• For Digital Subscription disputes, the seller must respond within 36 hours. If no evidence or solution is provided, the decision will be made in the buyer's favor.

3. Refundable Situations (Seller Is Responsible for the Refund)

1. The seller fails to deliver the account within the Guaranteed Delivery Time;
2. The login credentials are incorrect, including the account, password, backup code, recovery email, or any credentials required for access;
3. The account is not as described and the buyer has not done any of the following:
   • Changed the login information;
   • Used the account to make a purchase;
   • Resold or shared the account;
4. The seller intentionally conceals or obscures important information required to use the account;
5. The account is actively recovered by the original owner during the Warranty Period;
6. The account is suspended because of the seller's previous violations / account recovery actions;
7. The gift code is invalid, has already been redeemed, or is for a region that does not match the description.