Your purchase status explains the current stage of your order. Read it together with the order messages and any requested actions; a status label alone does not prove that payment has settled or delivery has been received.
1. After you’ve paid for an order, check your inbox for an order confirmation email with your purchase details.
2. Go to the “Purchases” section to see your order status.
3. On the Purchases page, you’ll see all your orders with corresponding statuses, seller names, purchase amounts, and an action next to each order.
Let’s take a closer look at each status.
Verification. Verification status shows the current stage of your KYC process. You can check more information about KYC process in this article
In Progress. While your order is in progress, you can click on it to open a chat with a seller.
If a seller doesn’t reply for too long or you experience any issues with your order, click “Report” on the “Purchases” page or in the order chat. The button will appear 24 hours after you’ve placed your order. When an order is reported, we will step in to help.If you report an order from the chat with a seller, you’ll be instantly directed to the chat with our support team.
If you report your order from the “Purchases” page, you’ll be asked to fill in the report form. Choose the reason why you’re reporting and provide an issue description. You’ll then be directed to the chat with our support team for further assistance.
Acceptance. After a seller marks your order as completed, its status on the “Purchases” page will change to “Acceptance”. Check the delivered product or service first. If everything matches your order, click “Confirm” on the “Purchases” page or in the chat with the seller.
What should I check before confirming?
Accounts: Check that the delivered login details work and that the account includes the advertised contents.
Items and currency: Check the delivered item or amount against your order.
Services: Compare the completed work with the agreed order scope.
Do not confirm your order until you have received and checked the product or service. Do not confirm receipt simply to clear a notification or because someone promises to deliver afterward.
If you believe a seller shouldn’t have marked your order as completed, please contact them to try to resolve the issue. If they don’t reply or don’t want to help you, don’t confirm an order and contact our support team for further assistance.
Please note that you have 2 days (48 hours) to check your order. After that, it will automatically be marked as “Finished”.
Finished. An order moves to this status after you confirm receipt or the 2-day Acceptance period ends. Click “Leave feedback” in the “Purchases” section or in the order chat to share your review with a seller and other buyers on the platform.
If you discover a problem after the order is Finished, contact Playhub support with the order reference, current status and a description of the issue. See Order Warranty and Disputes for the applicable warranty period and support route.
Canceled. It means a seller couldn’t complete your order and canceled it. A purchase amount has been deposited into your Playhub account balance. Check it in Profile → Balance and use Pay from balance for another purchase. Take a look at the “Paying with Playhub balance” article to learn how.
A refund is a payment process, not an order status. See Playhub Refund and Cancellation Policy for cancellation conditions and the separate process for requesting a refund to an external payment method.
Dispute. If you’ve informed our customer service of an issue with your order either via chat or by clicking the “Report” button on the “Purchases” page, they’ll start an investigation. If they confirm the issue, the order will be moved to the “Dispute” status.
The outcomes may be the following:Full refund;
Refund to the Playhub balance;
Payment release to a seller.
Reporting a problem and checking deadlines
Keep evidence of the issue and respond to requests from support. Reporting an order does not automatically result in a refund. See What evidence should I provide for an order problem? for the information to include.
For orders in Acceptance or Finished, contact Playhub support rather than assuming the Report button is still available.
The Acceptance period is 48 hours (2 days). For the additional warranty periods by product type and how to raise a problem at each stage, see Order Warranty and Disputes. If anything is unclear for your order, ask support.
Optional Protection+ is a separate topic; its plan name does not determine your order-reporting deadline.