💡 Your first point of contact is the seller, so be sure to contact your 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.
In case you already contacted the seller and you are unable to reach a satisfactory resolution with them, or if the seller is unresponsive or uncooperative and the delivery time is over, you can always raise a Dispute.
When to Raise a Dispute?
A dispute can be raised if there’s an issue with your order that hasn’t been resolved through direct communication with the seller and the delivery period is over.
⚠️ The "Raise a dispute" button only appears when your order status is "Order Delivered". If the current status of your order is "Completed" or "Received" the option is not available.
If you encounter problems after the order is completed, you can contact our 24/7 customer support and we will assist you.
What could be 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.
What happens when Dispute is raised?
⏰ Seller and buyer has 24 hours to cooperate, provide evidence in order chat and solve the issue together
🔍 Our Dispute team than will review everything fairly and make final decision
💰 The order will be refunded if the Dispute is solved in your favour
📆 Most disputes are fully resolved within 3 days
Dispute resolution for categories
Account and Boosting Section Disputes: In these cases, the seller has 12 hours to respond to 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, Top Up 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.
How to provide evidence?
Once the dispute is raised, within few minutes our Resolution Team starts reviewing the order chat, and sellers' and buyers' participation is very important - both need to provide all evidence of the issue — screenshots, for example, proof that the account is not working or is suspended, in-game chats, if applicable.
Things that will be reviewed by our Resolution Team and 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)
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 12 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 close the dispute.
What happens when the Dispute is resolved?
The dispute can be resolved in favour of the seller or in favour of the buyer:
If it is solved in favour of the buyer - the oder is cancelled and money will be refunded to buyer's balance.
If it is solved in favour ot the seller - the order is marked as completed.
Only a small amount of orders on our marketplace are disputed, but if this is the case for you, know you are protected and the dispute will be resolved as fast as possible.