How Do I Report a Trade Case or Escalate an Issue?

Last updated: 16 Sep 2026

The process for reporting or escalating an issue depends on the product type. Please follow the appropriate steps based on your order category.

For Accounts, Game Coins, Top-Ups, Items, Skins, Gift Cards, Video Games, and Software

Go to your Order Page and click the “Report” button
Select the appropriate reason for your report
Allow 48 hours for the seller to respond or provide a resolution

We encourage you to communicate with the seller via chat to try and resolve the issue directly
If the seller does not respond after 48 hours, you may click “Escalate to G2G” to request an investigation
If:
- You do not appeal within 48 hours of the seller’s response, or
- You do not escalate within 48 hours after the seller fails to respond
  → The case will be automatically closed

If your order status is Processing, click “Not Receive”

This will alert the seller to take action and submit proof of delivery
Wait 48 hours for the seller to respond or resolve the issue

Again, we recommend using the chat function to communicate directly
If there is no response after 48 hours, click “Escalate to G2G” to raise the issue
If you do not escalate within 48 hours due to lack of response, the case will be automatically closed
If your order status is Completed, you may use the “Report” feature instead

If you want to continue delivery of the remaining items, click “Resolve Escalate” and communicate with the seller.

Sellers cannot deliver while the order remains escalated
If you prefer to cancel and refund the remaining part of the order:
- First, click “Resolve Escalate”
- Then, confirm that you’ve received the items delivered so far
- Finally, click “Cancel Order”
For orders marked as Completed, if you wish to file a complaint, please submit a ticket or send an email to support@g2g.com, as the Report button is not available for completed orders.