If a buyer stops replying, check the order's current status and whether you have fully delivered what was agreed. Follow the situation below that matches your order.
1. You need information before you can finish delivery
Send one clear message in the Playhub order chat naming the missing information, such as the server, recipient, game UID or appointment time. Explain what you cannot complete without it. Request only information needed for the order, not unrelated personal data or security codes.
For example:
Hi! To deliver your order, I need your character name and server. Please send them here in the order chat. I cannot complete delivery until I have these details.
If you have already started, record what is complete and what is still waiting for the buyer.
Do not mark an order as completed if you have not fully delivered the agreed product or service — even if the buyer stops responding. Buyer silence is not proof of delivery and is not a reason to move the order into Acceptance.
If the buyer still does not reply and you cannot proceed, contact Playhub support. Include the order reference, when the buyer last replied, the information you requested and what has already been delivered. Ask support how to proceed with that order. Keep updates in the order chat; avoid repeated off-platform messages.
2. You have delivered, but the buyer has not confirmed
After fully delivering the agreed product or service, leave a clear delivery message and keep any relevant proof of delivery. Only then mark the order as completed.
The order moves to Acceptance, giving the buyer 48 hours (2 days) to check it. The buyer can confirm during this period. If they take no action, the order automatically becomes Finished after the Acceptance period ends. See Order statuses.
The 48-hour period is the buyer's review period after completion; it is not a deadline after which you may mark an undelivered order complete. If the order has an active issue or dispute, follow its current status and the instructions from support.
Buyer silence does not authorize changing the agreed scope or adding a separate charge. Completion and withdrawal availability are separate: see Available and On hold funds.
3. The order was canceled and the buyer returns
Stop delivery and further work on a Canceled order. Its payment has been returned to the buyer, so delivering afterward does not guarantee that you will be paid.
If the buyer returns and still wants the product or service, arrange a new paid order or contact support to clarify the next step. Do not continue delivery under the canceled order based only on a promise to pay. Check the current order status before resuming any work.
For the full seller workflow, see How to Sell.