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.
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:
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 screenshots or a short video that shows the issue, then select Submit proof. You have 12 hours.
What happens next
The seller also has 12 hours to 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.