How to open a dispute?

If the item you purchased is not as expected.  For example:

• The item does not work or does not work as expected
• The item you received is not what described in the listing
• The code cannot be redeemed or redeemed for an item that is not as described in the listing
• You did not receive the item

In short, if what you received does not match the description on the listing, we highly recommend you to immediately contact the seller via Gameflip by using the chat available with your order.  Most of the time, the seller can remedy your issue quickly.

However, if the seller does not resolve your issue in a timely manner, you must open a dispute by choosing "Hold Transaction and Open Issue". This option is available in the Review & Complete Transaction section on the purchase page:

When opening a dispute, you will be asked to select and describe the issue with your order. You will also be requested to attach one or more screenshots showing what is wrong with the item you received.

After you open a dispute, the 3-day countdown to auto-complete the transaction is stopped, and a new 5-day countdown will start so you and the seller can try to reach a solution, either to complete the transaction or to escalate the dispute to be analyzed and decided by our Support Team. During the dispute process, you can exchange messages with the seller and our support agents.

Note: messages sent to our support team on the Dispute Support chatbox can only be read by our support agents.

Within these 5 days, if the seller does not respond to your dispute, the transaction will be automatically cancelled, and you will be refunded. If the seller responds to the dispute, but you are still unsatisfied, you must escalate the dispute to Gameflip. If you do not escalate the dispute to our Support Team, the dispute will be automatically closed, and transaction will be completed.

Escalating a dispute

If the seller responds to your dispute, you have 5 days to decide whether to escalate the dispute to Gameflip Support Team. If you do, you agree that the Gameflip Support Team will review the evidence and decide the outcome of the dispute.

Gameflip Support agents will contact you and the seller for additional information, such as evidence that the item does not work or was not as advertised. Please provide as much evidence as possible to support your case. Our support agents can only decide on the dispute based on evidence provided.

Required Evidence for In-Game Items:

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

Required Evidence for Gift Cards:

• Fullscreen, uncropped, and unedited screenshots of your account activation history from the time of the purchase until the moment the dispute is opened;
• Fullscreen, uncropped, and unedited screenshots of the error message you receive when you try to activate the code;
• Fullscreen, uncropped, and unedited screenshots of a chat with the gift card company’s Customer Support, asking for the day and time the code was redeemed or details related to the issue;
• For the seller: Photos of the gift card's purchase receipt and the scratched card code.

Required Evidence for Games (code):

• Fullscreen and an uncropped screenshot of your account activation history from the time of the purchase until the moment the dispute is opened;
• Fullscreen and an uncropped screenshot of your account trade history from the time of the purchase until the moment the dispute is opened;
• Fullscreen and uncropped screenshots of the games recently added to your account from the time of the purchase until the moment the dispute is opened;
• Fullscreen and an uncropped screenshot of the error message you receive when you try to activate the code.

Required Evidence for Movies (code):

• Fullscreen and uncropped screenshots of your account/library history from the time of the purchase until the moment the dispute is opened;
• Fullscreen and an uncropped screenshot of the error message you receive when you try to activate the code.

Required Evidence for Physical Goods:

• Clear photograph or video of the item you received showing the defects or problems with the product.

With the evidence provided by both users, the Support Team will investigate further and will cancel the order to refund the buyer if feasible. Buyer and seller may face punitive action if the support agent finds either party is purposely defrauding the other.