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.
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”. It means you need to confirm the order completion. Click “Confirm” on the “Purchases” page or in the chat with a seller.
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 to check your order. After that, it will automatically be marked as “Finished”.
Finished. An order moves to this status after you confirm it. 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.
Canceled. It means a seller couldn’t complete your order and canceled it. A purchase amount has been deposited into your Playhub account balance. You can use it for any other purchase on the platform. Take a look at the “Paying with Playhub balance” article to learn how.
Refund. This status means that the payment for your order was refunded by our support team. If you want to request a refund, please contact our customer service for assistance. Please note that if an order has been completed and you have received the purchased service or product, a refund is not possible.
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;
Partial refund;
Refund to the Playhub balance;
Payment release to a seller.