We encourage communication with the seller before raising a dispute. The seller's top priority is to keep their customers satisfied, so they are often willing to assist with any issues that arise.
Establishing direct communication can resolve many problems quickly and amicably. However, if you're unable to reach a resolution with the seller, you can always contact our support team for further assistance.
Understanding Disputes
A dispute can be raised if there’s an issue with your order that hasn’t been resolved through direct communication with the seller. Disputes should be initiated on Eldorado.gg while the order is still marked as pending or delivered. If you encounter problems after the order is completed, our 24/7 customer support is here to help.
Here are some common reasons for raising a dispute:
Non-responsiveness: The seller is not responding to your messages.
Order discrepancies: The product or service received is not as described.
Delivery issues: The order wasn’t delivered within the guaranteed delivery time..
Account problems: You purchased an account, but the provided details are incorrect or not functioning.
Once a dispute is raised, our dispute team will check the situation within 15 to 30 minutes.
For any questions or concerns about your order or dispute, our customer support team is available around the clock.
Dispute resolution for categories
Account and Boosting Section Disputes: In these cases, the seller has 24 hours to resolve the issue. If the seller does not take action within the guarantee period specified in the order, the dispute may be closed in favor of the buyer, and a refund will be issued. If the seller resolves the issue within the allotted time, the dispute will be closed in their favor.
Currency and Item Section Disputes: For disputes related to currency and item transactions, the seller has 2 hours to provide proof of delivery. If the seller fails to upload the necessary evidence within this timeframe, the order may be fully refunded, provided that no solution was offered to the buyer.
Most disputes will be fully resolved within 3 days, depending on the situation.
Providing Evidence
Once the Eldorado team joins your dispute, you will need to provide all evidence of the issue— screenshots, proof that the account is not working or is suspended, in-game chats, if applicable.
Things that are taken into evidence:
Seller's description of the product;
Screenshots proving wrong login information;
Screenshots of emails proving the login information has been changed
Screenshots of account being not as described (ex. account is banned, does not have what seller described)
Provided photo/video evidence must be supporting your dispute claims.
As for currency and items, the Seller must provide proof of delivery:
Trade screenshots, videos, or anything useful, to prove that the order was delivered to the buyer.
Tips on how to handle disputes as a Seller
Talk with the buyer, and try to understand the issue with the order.
Make sure to upload any proof from your side that could help solve the situation.
Respond to the dispute in less than 24 hours.
If possible, try to solve the dispute by providing a replacement or issuing a refund.
If you are not able to resolve the dispute with the buyer, provide proof and wait for the Eldorado team to handle the dispute.