Contact the seller first through your order chat before raising a dispute. They can often resolve issues quickly.
Once the seller marks the order as Delivered, you have 3 days to check that everything was actually delivered in-game, in the app, etc., before the order auto-confirms as Received. Don't confirm, and don't let a seller rush you, until you're sure you received it. If there's an issue, raise a dispute from your order page.
After the order is marked as Received, the standard dispute window closes. For most products, protection continues beyond this period; see 🛡️TradeShield for protection periods by category and raise a dispute via live support for such orders.
How it works
Contact the seller in the order chat with evidence (screenshots or videos proving the issue) and ask them to refund or fix the issue. This is usually the fastest way to a resolution.
If you can't resolve the issue, you can raise a dispute right away or after 12 hours for instant delivery and gift card orders, which gives both sides time to cooperate further or gather additional evidence. From here, the process can take up to 3 days, but usually it is resolved faster.
Upload evidence of the issue through the dedicated proof upload section (a separate section will open on your order page). You have 12 hours to submit; the dispute moves forward once that window closes. You can upload images or a short video (10MB each; supported formats: JPEG, PNG, HEIC, or MP4).
In this example, two images were added as proof:
Once you have chosen and uploaded your proof, press Submit proof.
Our resolution team reviews the evidence and makes a final decision.
If it's decided in the buyer's favor, the order is canceled, and the funds go to their Eldorado balance.
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
Common reasons for raising a dispute
The seller is not responding to your messages
The product or service received is not as described
The order wasn’t delivered within the guaranteed delivery time
You purchased an account, but the provided details are incorrect or not functioning
The order can't be claimed due to in-game issues
Providing evidence
Once a dispute is raised, both sides upload their proof in the dedicated section on the order page. The Resolution Team reviews this to make its decision, so the more complete it is, the faster things move.
Useful proof includes:
Screenshots showing wrong or changed login information
Screenshots or video showing the account or item isn't as described
In-game chat log screenshots
Trade screenshots or videos proving (or disproving) delivery
You can upload up to 4 images or a short video (10MB each; supported formats: JPEG, PNG, HEIC, or MP4).
Handling a dispute 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 decision.
Share your side of the story. Upload any proof that supports what happened in the dedicated proof section; it strengthens your case and helps the process move faster. You have 12 hours to add your proof.
What happens when a dispute is resolved
Resolved in your favor: the order is canceled, and the refund is added to your Eldorado balance minus the payment fee from the original transaction. For example, if you paid $9.43, you'll receive $8.45 in your balance. That $0.98 difference is the original payment fee.
You can use your balance immediately for a new order:
New order costs less, e.g., $6.00: at the checkout, you are not charged a payment fee; the system uses part of your $8.45 balance and keeps the rest, $2.45, available for later.
New order costs more, e.g., $20.00: your $8.45 balance is applied, and the remaining $11.55 is charged to your chosen payment method, subject to the applicable payment fees.
If you'd rather not keep the funds in your balance for future orders, you can contact support to have the refund sent to your original payment method instead, including the payment fees (not available for prepaid card payments).
Dispute resolved in the seller's favor: the order is marked Received or Completed.
Only a small number of orders on our marketplace are disputed, but if this is the case for you, know that you are protected during this process, and the dispute will be resolved as fast as possible.