Problems with an order: disputes and refunds

1. Talk to the other trader first

Most problems are delays or misunderstandings. Write in the order’s Direct Chat first.

2. Open a dispute

If that doesn’t solve it, click Need Help? on the trade page and create a ticket. Describe the problem and attach screenshots or videos. The dispute then has its own Admin Ticket tab next to the chat.

• The money stays frozen in LootGuard while the dispute is open.
• Answer requests from our team quickly. A side that stops responding can lose the dispute.
• If you sort everything out yourselves, you can cancel the dispute and the order carries on.

3. Settle it character by character

Keep talking in the chat. While you do, both sides mark each disputed character: the buyer as Received or Not Received, the seller as Sent or Not Sent.

• You both say it was delivered: that character is completed and the seller is paid for it.
• You both say it wasn’t delivered: that character is cancelled and the buyer is refunded for it.
• You disagree: that character goes to Under Admin Review, and our team decides its outcome.

Each character is settled as soon as both sides agree on it. You don’t have to wait for the other characters.

Evidence that helps: a recording or screenshots of the delivery showing the character names and the amount (sellers), or of the character’s gold and mailbox (buyers). We always consider the listing’s terms and the whole chat.

When the buyer gets a refund

• The gold wasn’t delivered before the delivery timer ran out.
• A character received less than its full amount. We don’t accept partial delivery for a character, so you’re eligible for a refund on that character.
• The amount or terms were clearly different from the listing.
• The gold was proven to come from a fraudulent source and was removed from your character.

When there’s no refund

• The order was delivered as described, and you ordered by mistake.
• The delivery time hasn’t run out yet.
• You entered the wrong character name and the gold was sent to it.
• The game banned your account for real-money trading. That risk is part of trading in-game currency.
• You received the gold and traded it away before raising the problem.

Refunds are made per character and go straight back to your PeerLoot wallet. After a cancelled order, don’t send anything more for it.