Buyer guide

Refunds and disputes

How to request a refund and how disputes are handled.

Request a refund

After payment is confirmed and before the license is issued (paid), you can request a full refund of the payment with the Request refund button in the order details. If payment hasn't been confirmed yet, please cancel the order instead of requesting a refund. After the license is issued, please file a dispute instead of a refund request. For bank transfer orders, refund account details are required, and you can't make a new request while one is in progress.

Partial refunds

Refunds requested by the buyer are always full refunds. Partial refunds, where only part of the amount is returned, are made by an admin after reviewing the situation, such as a dispute. Total refunds can't exceed the amount paid (including confirmed additional payments). For deals where the payout has already been sent to the seller, the refund is paid after the payout is recovered from the seller.

What happens to the license after a full refund

When a full refund is complete, the order becomes refunded and any issued license is revoked (loses its effect).

File a dispute

If a problem comes up after the license is issued that doesn't match the contract, you can file a dispute from the order details. Even after purchase confirmation, you can file one until the seller's payout is sent. Once a dispute is filed, an admin joins the deal chat, and purchase confirmation and the seller's payout are paused in the meantime. After hearing both sides, the admin either refunds (fully or partially) or, if there are no grounds or the parties have settled, dismisses the dispute and resumes the payout. If the contract can't reasonably continue, the admin can also terminate it to close the dispute (see Termination and disputes). The outcome and reason are shared with both sides in the order details and notifications. A dispute dismissed by an admin can't be filed again. If a new problem comes up, please let the Help center know.