Disputed means a problem with the order needs to be resolved. It does not mean the order has been canceled. You can still complete the agreed delivery or fix the issue while the order is Disputed, following any instructions from Playhub support.
The buyer cannot remove the Disputed status themselves. The status is changed through Playhub support. An agreement in the order chat does not automatically change it.
1. Understand the problem
Open the order in My Orders and read the order chat and any messages from support. Check the buyer's complaint against your offer description and the agreed delivery requirements.
Ask what is missing or not working if the problem is unclear.
If you have already delivered, explain what you delivered and when, and provide relevant proof.
Keep the conversation on Playhub and respond promptly to support's requests.
2. Complete the order or fix the issue
Deliver the missing product, finish the agreed service or correct the delivery problem. Tell the buyer what you have done so they can check the result. You do not need the buyer to remove the dispute before you can resolve the issue.
Do not mark an order as completed if you have not actually fulfilled it—even if the buyer stops replying. A promise to deliver later is not a completed order. Do not ask the buyer to confirm receipt before receiving and checking the delivery.
If you need information from the buyer to proceed, ask for the specific missing details in the order chat and tell support what is blocking delivery. See What to do when the buyer is not responding.
3. Tell support when the order is fulfilled
Once you have completed the order or resolved the reported problem, contact Playhub support. Use the support conversation already handling the dispute, or open live chat and include:
The order reference.
A short explanation of the original problem.
What you delivered or fixed, and when.
Relevant delivery proof, screenshots or order-chat messages showing the result.
Keep unrelated personal information, passwords, authentication codes and recovery codes out of screenshots.
Example message to support
Order [order reference] is Disputed because [brief description of the problem]. I have now [delivered the missing item / completed the service / fixed the issue] at [date and time]. The delivery proof and relevant chat messages are attached. Please review the resolution and move the order to Acceptance if everything is in order.
Support reviews the resolution and changes the status to Acceptance. Your message alone does not change the status, so check the actual status on the order and answer any follow-up questions.
4. What happens after Acceptance?
After support moves the order to Acceptance, it follows the standard order flow:
Acceptance: the buyer has 48 hours (2 days) to check the product or service. This period starts when the order enters Acceptance, not when you send your message to support.
Finished: the buyer confirms receipt, or the order becomes Finished automatically after the 48-hour Acceptance period if no action is taken.
Stay available if the buyer or support reports another problem. For the full status guide, see Order statuses. Warranty periods are explained in Playhub Warranty.
Funds for a disputed order remain on hold while the dispute is being resolved. Moving to Acceptance does not mean the money is immediately available to withdraw; see Available and On hold balance.
If the issue cannot be resolved
Tell support why you cannot complete the order and provide the relevant evidence. Support will review the case and explain the next steps. Do not assume that a dispute automatically results in a cancellation or refund.
If the order is actually Canceled, stop delivery. Do not send products or continue the service for that canceled order.
To reduce future disputes, keep your offers accurate, meet the agreed delivery time and update buyers about delays. Follow the Seller Rules.