First Steps
- Message the seller directly through the platform's own messaging system, not a channel outside the platform, so there's a documented record.
- State clearly what was ordered, when, and what hasn't happened yet.
- Give a reasonable window for a response — but don't wait indefinitely if the order was time-sensitive.
Keeping communication on-platform matters because it's what most dispute processes actually review — see our safety guide for why this matters at the purchase stage too, not just after something goes wrong.
Filing a Platform Dispute
If the seller doesn't respond or doesn't resolve the issue, open a formal dispute through the marketplace itself rather than continuing to negotiate directly. Most escrow-based marketplaces hold payment specifically so this step is possible — the money hasn't been released to the seller yet, which is your leverage.
- Include screenshots of your order confirmation and all seller communication.
- Be specific and factual about what was promised versus what was delivered.
- Follow up if you don't hear back within the platform's stated response window.
Payment Provider Chargebacks
If the platform's own dispute process doesn't resolve things, your payment method may offer a second layer of protection. PayPal Goods & Services and most credit cards allow you to file a dispute directly with them if a purchase wasn't delivered as described — this is exactly why we recommend these payment methods in our general safety guide. Payment methods without a dispute process, like cryptocurrency or gift cards, don't offer this option at all.
If an Account Gets Reclaimed
This scenario is specific to account purchases — see our accounts vs. gold guide for why it happens. Report it to the platform immediately as an account-reclaim dispute, and provide any proof of your original purchase and seller communication.
Reporting a Bad Seller
Beyond getting your own money back, reporting a bad-faith seller through the platform's formal reporting system helps prevent the same thing happening to the next buyer. Most marketplaces track seller violation reports as part of their standing, which factors into whether that seller stays active on the platform.
Preventing This Next Time
A dispute process is a safety net, not a substitute for the vetting steps that reduce your odds of needing it in the first place. Review our full safety guide and check current vendor rankings before your next purchase.
Frequently Asked Questions
What's the first thing I should do if an order doesn't arrive?
Contact the seller through the platform's messaging system first, with a clear record of your order details. If there's no response within a reasonable window, open a formal dispute through the platform rather than continuing to wait.
Can I get my money back through PayPal or my credit card?
If you paid via PayPal Goods & Services or a credit card, you can typically file a dispute or chargeback directly with that payment provider if the platform's own resolution process doesn't resolve the issue, though timing windows apply.
What if my account gets reclaimed after I bought it?
Report it to the marketplace immediately as an account-reclaim dispute, provide any proof of purchase and communication with the seller, and check whether the platform's buyer protection specifically covers this scenario.