Reports
A buyer may report an order in the “In progress” status by clicking “Report” on their “Purchases” page. The process of further investigation on our team’s end will be the following:
The Playhub Customer Service team will verify the buyer’s reasons for the report and, if needed, will also review the offer and communication between a buyer and seller in chat.
If our team finds no rule violations or breaches of agreement by a seller, no sanctions will be imposed . An order will either be moved back to “In progress”, or a partial refund will be issued to a buyer based on the progress made with an order. A seller will receive payment for the portion of an order they’ve completed.
If our team finds any rule violations or issues with an order, their first step will be to contact a seller regarding the issue. A seller will be asked to solve the issue with a buyer, or to accelerate the order completion/start time, if that is the issue.
If a seller doesn’t respond for an extended period of time or doesn’t want to solve an issue, an order will likely be canceled with a refund to the buyer’s account.
In the case of severe or repeated violations, or just poor performance, the Playhub team may impose sanctions on a seller’s account.
Possible sanctions include suspension or blocking of the Playhub account.
Disputes
A buyer may open a dispute when an order has been moved to “Acceptance” or “Finished”, but they believe an order hasn’t been completed or the services/products received weren’t exactly as announced in an offer. To do so, they’ll need to contact our Support team. The Support team will investigate an issue and if they find some evidence proving the buyer’s reasoning, the order status will be changed to “Dispute”. The process of further investigation on our team’s end will be the following:
A seller’s payment for an order will be put on hold until a dispute is resolved.
A seller will be asked to solve an issue with a buyer.
If a seller agrees, an order will be moved to “In progress” and a dispute will be considered resolved.
If a seller doesn’t respond for an extended period or doesn’t want to solve an issue, an order will likely be canceled with a refund to the buyer’s account.
In the case of severe or repeated violations, or just poor performance,the Playhub team may impose sanctions on a seller’s account.
Possible sanctions include suspension or blocking of the Playhub account.
If no evidence of rule violations or breaches of agreement by a seller will be found, an order will remain finished (or will be returned to this status after an investigation) and a seller will receive their payment once the warranty period ends.
Important! It’s considered a severe rule violation, if a seller marks an order as completed before its completion. So please be sure to double-check all the details of an offer and/or in-chat agreement with a buyer before doing so.
To avoid reports or disputes from buyers please make sure to do the following:
Be in touch with a buyer and answer their questions. Make sure to reply in a timely manner.
Provide services and products within the timeframe announced in an offer and/or agreement with a customer in the chat.
Be polite: don’t use obscene language, or sarcasm, and don’t mock a customer.
Whenever you expect delays with the service or product you’re selling, make sure to inform a customer of the delay in advance.
If there’s a disagreement, try to find a compromise that satisfies both parties.
Make sure the service or product you sell corresponds to its description in an offer.
Don’t mark an order as completed until you’ve provided a buyer with the purchased product or service.
Double-check with a buyer that a product/service has been received and is working correctly before marking an order as completed.