Something went wrong with your order? Start by talking to the seller. If that doesn’t work, raise a dispute, and we’ll step in.
Quick answer
Contact the seller in the chat first. Most issues are solved there
If the seller doesn’t help, raise a dispute from your order page
Add your proof within 12 hours of raising the dispute
If the decision is in your favor, you get a refund to your Eldorado balance
Do not press any links sent to you
Steps
Contact the seller. Open your order on the Purchases page and chat with the seller. Explain the issue, e.g., a late delivery, the wrong item, or missing access, and ask them to fix it or refund you.
First, open the chat if needed:
Then, choose the reason for contacting:
Finally, message the seller any additional information that might help. e.g. images or video can be added via the paperclip icon:
If you see one checkmark next to your message, it means the message has been sent, but the seller has not seen it yet.
If you see two checkmarks, it means the seller has read your message.
Raise a dispute. If the seller doesn’t reply or can’t fix the issue, select Raise dispute on your order page or by contacting support.
Add your proof. Upload up to 4 screenshots or short videos that show the issue in the new proof upload window that appears, then select Submit proof. You have 12 hours to do so.
What happens next
The seller also add their proof
Our team reviews everything and makes the final decision within 3 days, usually sooner
If the decision is in your favor, the order is canceled, and the refund goes to your Eldorado balance. You can ask support to send it to your original payment method instead
If the decision is in the seller’s favor, the order is marked as received
Troubleshooting
Don’t see the Raise a dispute button?
Instant delivery and gift card orders: you can raise a dispute 12 hours after the order is delivered
The order is Received or Completed: the regular dispute option is closed. Most orders are still covered by TradeShield, so contact us in live chat, and we’ll help
Suspect a scam?
Don’t confirm delivery. Raise a dispute on the order, and we’ll review it.