1. After a buyer chooses your offer and pays for it, you’ll see it on the “My orders” page. Its status will be “In progress”.
2. When an order is in progress, you can click on it on the “My orders” page to open a chat with a buyer. Provide them with all the necessary information for order completion in the chat, and make sure to answer their questions in a timely manner. It will surely help you get a high rating and a positive review after an order is completed.
3. Once you’ve completed an order, we highly recommend you to make sure a customer has received the purchased product/service and that it’s working correctly. If they confirm, click “Finish order” on the “My orders” page.
4. 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.
5. An order will then change its status to “Acceptance”. It will be in this status until a buyer confirms order completion.
6. After a buyer confirms order completion, it will be moved to “Finished”. At this point, a buyer may leave feedback and rate the order. For more information about rating and buyers’ reviews, check this article.
7. “Canceled”. An order will receive this status, if you’ve canceled it in the chat with a buyer or on the “My orders” page. In this case, the order amount will be returned to a buyer. Please don’t cancel orders without confirming it in the chat with a buyer. This option is to be used for extraordinary situations only. If you overuse this option, the Playhub team will impose sanctions. Possible sanctions include suspension or blocking of the Playhub account.
8. “Refund”. An order will move to this status if the Playhub team has issued a refund for it. It’s not always a seller’s fault that a buyer may request a refund. However, if a refund was requested due to your mistakes with an order, please note that our Support team may contact you in this regard for more information on an issue.
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.
9. “Dispute”. An order may be moved to this status by the Playhub Support team if a buyer reports that:
They didn’t receive the service or product they ordered;
The product received doesn’t work as expected;
The service or product received doesn’t match the listing details.
In this case, our Support team will contact you for more details and an explanation of an issue. If you don’t reply in a timely manner or can’t assist with an issue, the Support team may issue a full or partial refund based on the progress made with an order. So, your payment for an order will be canceled or decreased.
To avoid such issues, please take a look at the “Reports and disputes” article.
