Send screenshots or a short video to the dedicated proof window that shows the problem clearly. Upload them by pressing Submit proof on your order page, not in your chat with the seller.
We check all proof before we decide a dispute. Clear, original proof helps us resolve it faster. Missing or unclear proof can affect the outcome.
You can upload up to 4 images or short videos (10MB each; supported formats: JPEG, PNG, HEIC, or MP4)
Record your proof
A screen recording is the strongest proof, especially if login details or delivered items don’t work.
Start recording on your order page, with the order ID and delivery details visible
Without stopping, open the game or website
Use the details from your order and show what happens, such as an error or a missing item
Stop recording and upload the video with Submit proof
Don’t cut or edit the recording. If you can’t record, send screenshots that follow the table below.
What to include
Include | Why it matters |
The date and time | It shows when the problem happened. For example, keep your computer's clock in the screenshot |
The problem itself | Show exactly what went wrong, such as a login error, a missing item, or the wrong rank |
The full screen | Cropped images may not let us review the issue fully |
Clear, readable evidence | We need to read every word on the screen |
A short note on what happened | When you raise a dispute, tell us what you tried, when, and what you expected to happen; what's not as described in the offer |
The game version, if the game shows it | It helps us confirm the problem is current |
What to avoid
Screenshots of your chat with the seller. We can already see it on your order page
Cropped or blurry images
Images or videos that don't show the problem you reported
Edited images
Examples
Good proof
This screenshot has everything we need to check the problem:
The clock shows the date and time of the login attempt
The error shows the account details from the order don’t work
The whole window is visible, so nothing is cut off
The text is good quality and easy to read
Bad proof
This screenshot doesn’t help us resolve the dispute:
It shows the chat with the seller, which we can already see on your order page
It was clearly edited; details are blurred out. Note: faking evidence is not allowed
It doesn’t show the problem itself, such as an error
There’s no date
It’s cropped, so we can’t see the full screen
This kind of note explaining the issue doesn’t help either: idk, I don’t understand it does not work. We need to understand the exact issue: what isn't working and what you tried.
Never cancel a dispute until you've fully received the order or reached a resolution (refund, replacement, etc.). Canceling a dispute marks the order as received and confirms the seller delivered it without violating our policies.
Handling disputes as a seller
Most issues are resolved mutually when the seller engages early and clearly:
Respond to the buyer as soon as possible. Understanding the issue from their side is usually the fastest way to a resolution
Offer a fix. A replacement or refund often gets things sorted out faster than waiting on a dispute decision
Share your side of the story. Upload proof that supports what happened. Recording your delivery process is recommended, what was delivered, etc., and send it in the dedicated proof section; it has to follow the same rules described above
Don't use foul language, threats, harassment, or insults with buyers. Stay professional at all times
More information regarding the dispute process is provided in the Order dispute: how does it work? article.