How to open a dispute?

If the item delivered by the seller doesn't work as expected or doesn't match the description of the listing, we highly recommend you to contact the seller directly via Gameflip using the chat on the order screen.

If the seller is unable to resolve your issue in a timely manner, you can open a dispute by selecting the "I have not received the item, or the item I received does not work or not as advertised" option on the order screen.

After a dispute is opened, the 3-day countdown for auto-complete is stopped and a new 5-day countdown will start so both you and the seller can try to reach a solution until either you decide to complete the transaction or escalate the dispute to be reviewed and decided by the Support Team. When the dispute is escalated to our Support Team we will contact both, the buyer and the seller, asking for additional information such as evidence that the item didn't work or wasn't as advertised. 

Within the 5-day period, the transaction will be canceled if there is no reply from the seller, and if the seller does reply, and you do not escalate the dispute to our Support Team, the transaction will be automatically completed, hence your dispute will be rejected. 

*Please, make sure to provide concrete evidence that the item received doesn't work as expected. Failure to provide evidence can cause the claim to be denied.

Escalating a dispute

During the 5-day countdown, you will be able to escalate the dispute. If you do so, you agree that from the moment of the escalation, the Support Team will be the party who will decide the dispute.

Required Evidence for In-Game Items:

• Fullscreen, uncropped, and unedited screenshot of your account trade history from the time of the trade until the moment the dispute is opened;
• If available, an uncropped and unedited screenshot of any chat logs between you and the seller in-game;
• If available, an unedited video of the transaction.

Required Evidence for Gift Cards:

• Fullscreen, uncropped, and unedited screenshot of your account activation history from the time of the purchase until the moment the dispute is opened;
• Fullscreen, uncropped, and unedited screenshot of the error associated with the code activation attempt.
• Fullscreen, uncropped, and unedited screenshot of a chat with the Gift Card company’s Customer Support, asking for the redemption day and time of this code or what happened with the code/account.
• For the seller: Photos of the gift card's purchase receipt and the scratched card code.

Required Evidence for Games (code):

• Fullscreen and uncropped screenshot of your account activation history from the time of the purchase until the moment the dispute is opened;
• Fullscreen and uncropped screenshot of your account trade history from the time of the purchase until the moment the dispute is opened;
• Fullscreen and uncropped screenshot of the error associated with the code activation attempt;

Required Evidence for Movies (code):

• Fullscreen and uncropped screenshot of your account/library history from the time of the purchase until the moment the dispute is opened;
• Fullscreen and uncropped screenshot of the error associated with the code activation attempt;

Required Evidence for Physical Goods:

• Clear photograph or video of the received item showing the inconsistencies with the product.

With the requested evidence, the Support Team will investigate further and will cancel the order and issue a refund to the buyer if feasible.  The buyer or seller may face punitive action if the Support Team finds either party is purposely defrauding each other.