A refund can happen in two ways: the seller issues it to your Eldorado balance, or Eldorado's Resolution Team rules in your favor after a dispute is raised.
General rule: as a first step, always contact the seller directly in the order chat if you want a return or a refund.
Once the seller marks the order as Delivered, you have 3 days to check in-game, in the app, etc., that everything arrived 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, see the dispute process for more details.
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 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 for most categories, or after 12 hours for instant delivery accounts and gift cards, which gives both sides time to cooperate further or gather additional evidence.
Raise a dispute from the order page once it's available. Provide evidence in the dedicated section. This hands the case to Eldorado's Resolution Team; the whole process might take up to 3 days from when you raise the dispute.
The Resolution Team reviews the case based on the evidence provided and makes a final decision.
If the dispute is decided in your favor, the order is canceled, and the funds go to your Eldorado balance.
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 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).
Refund rules by category
Accounts
Eligible:
The account wasn't delivered within the guaranteed delivery time.
The login details are incorrect.
You don't have full access (no email access).
You lost access because the seller recovered the account.
The account isn't as described, provided you haven't changed login details, played on it, made purchases on or for it, or resold it.
Not eligible:
The account warranty period has ended.
You purchased the order by mistake, and it was delivered.
You didn't purchase it directly on the Eldorado.gg website.
You altered the account by changing details, playing on it or making purchases.
The account was banned or shadow-banned due to your own actions (for example, botting, toxic behavior, or contacting the game's developer).
Your evidence was shared on an external platform instead of on Eldorado.
Account warranty: covering the situations above can be extended to 3 or 6 months on select offers before purchase. Outside these situations, you can still ask the seller to accept a return in exchange for a refund if the account is undamaged and resellable.
Boosting
Eligible:
The seller didn't fully deliver within the guaranteed delivery time.
The seller caused harm to the account (for example, repeated demotions, loss of status, or ruined stats).
The seller used or removed valuable items from the account without your permission.
The seller changed your account's login details without your permission.
The seller used third-party programs, resulting in account restrictions or a ban.
Not eligible:
The order was already completed.
The order was a custom request.
You purchased the order by mistake, and it was delivered.
The guaranteed delivery time hasn't passed yet.
The seller couldn't proceed due to a lack of account access or interruptions outside their control.
Your evidence was shared on an external platform instead of on Eldorado.
The account was banned or shadow-banned due to your own actions.
You didn't purchase it directly on the Eldorado.gg website.
If a seller harms your account or misuses it, report them from their Eldorado profile right away. You can report a user by clicking on his name; this will lead you to their profile. The report button should be visible as a flag icon on the right.
Currency, items, and top-ups
Eligible:
The seller didn't fully deliver within the guaranteed delivery time.
The seller partially delivered within the guaranteed delivery time.
The seller failed to disclose a risk (other than RWT) that ended up affecting your account.
Not eligible:
The guaranteed delivery time hasn't passed yet.
Your evidence was shared on an external platform instead of on Eldorado.
Your account was banned for Real World Trading or a risk the seller disclosed upfront.
You provided the wrong account or character name, and the order was delivered anyway.
You traded the currency or items back out to a different account.
You didn't purchase it directly on the Eldorado.gg website.
Never accept an off-platform trade after your initial trade with the seller is complete.
You can dispute automated delivery orders as soon as they are marked as delivered.
Gift cards
Eligible:
The gift card doesn't match its description.
The code is invalid.
The code was already redeemed or has expired.
Not eligible:
You bought a region-specific gift card for a region where you can't redeem it.
You didn't purchase it directly on the Eldorado.gg website.
A third party redeemed the card because you shared its details.
You resold the gift card to someone else.
Returns
If the order matches its description, Eldorado doesn't mediate returns, and the seller isn't obligated to accept one; however, you can still contact the seller, and the seller may agree if the goods are undamaged and returning them carries no risk.