The chat on your order page is where buyers and sellers arrange non-instant delivery, fix issues or can get additional help. Who starts it depends on the delivery method.
Quick answer
Timed delivery (order with a guaranteed delivery time): the seller starts the chat. Use it to agree on delivery details and time
Instant delivery: your details appear right after you pay. If they don’t work, or you’re not sure how to use them, select Contact seller
Automated delivery: there’s no chat.
Keep all messages and payments on Eldorado
Don’t open links sent in a chat. Eldorado support never asks you to verify via a link
If the chat doesn’t solve the issue, raise a dispute from your order page
Who starts the chat
Delivery type | Who starts the chat | Use the chat to |
Timed delivery: the offer shows a guaranteed delivery time | The seller | Agree on delivery details and time, and share relevant info the seller asks for |
Instant delivery: details appear as soon as the buyer pays | The buyer, by pressing a Contact seller button | Get help if the details don’t work, or if the buyer isn’t sure how to redeem or use them |
Automated delivery: user follows the in-site flow | No chat. You follow the steps on your order page, trade in the game, and confirm delivery only after the item is in your inventory | Not available |
Steps
If you’re the buyer
For timed delivery orders, wait for the seller’s message on your order page, then reply there.
For instant delivery orders, start the chat yourself:
Select your profile picture in the top-right corner, then select Orders
Select the Purchases tab, then select your order
Select Contact seller
Choose what you need help with
Describe your issue, then select Send help request
Send screenshots of your issue once the chat is started so the seller can assist you faster
If you’re the seller
Select your profile picture in the top-right corner, then select Orders
Select the Sales tab, then select the order
Message the buyer to confirm you’re handling the order, inform them of the next steps; this helps to keep the buyer informed and confident about the service they receive
Agree on the additional delivery details in the chat if needed
Deliver the order in full, and only then mark the order as delivered
Keep all messages and payments on Eldorado. If anyone asks you to switch to a different platform or pay outside the platform, sends you a link, say no and contact support.
Don’t open links sent in the chat on your order page or boosting request. For more information, see the tips on how to stay safe online.
What happens next
One checkmark means your message is sent. Two checkmarks mean it’s been read
To add screenshots or a video to your chat, select the paperclip icon
If a seller can not deliver in time or the guaranteed delivery time is over, the buyer can raise a dispute, and our team will review and cancel the order if needed. If this happens, the seller should reconsider the delivery time they promise and choose a longer period for their offers, so that they can deliver in time
Troubleshooting
Someone asks you to confirm an automated delivery order before you get the item?
Automated delivery never asks you to confirm first. All its steps appear as instructions and buttons on your order page, you may review this example, no chat is created, and you confirm only after the trade is done in the game. If someone asks you to confirm before, extend the delivery time, or cancel and buy again, don’t continue, and contact support. We’ll check the order for you.
The seller offers a lower price if you pay through a link or by creating a new order?
All payments must go through Eldorado, so your order stays protected. Don’t pay through outside links, do not agree to switch orders, and contact support if you receive such an offer.
The seller hasn’t messaged you about a guarenteed delivery order?
Wait until the guaranteed delivery time runs out. Then raise a dispute from your order page.
The order is marked as delivered, but you didn’t get it?
Don’t confirm delivery; instead, raise a dispute via your order page.