Hou does G2G haudle refunds, returns, an cancellations smoothlie?

For Singapore users, please refer to this article here.

Refund Poilcy

1. A' sales are final
A' sales on G2G are final. Refunds will only be gien under the follaeing conditions:

• 1.1 The buyer didnae receive the order. Refunds or cancellations are possible sae lang as the product has nae been deliverit or partly deliverit. For cancellation o a transaction, refer tae the cancellation policy.
• 1.2 The product received by the buyer doesnae match the product description.

2. Refund Policy Exclusions
Refunds will nae be gien in the follaeing situations:

• 2.1 Buyers hae verified an' confirmed receipt o the order.
• 2.2 Transactions made ootwith the G2G Marketplace.
• 2.3 Refunds will nae be issued due tae buyer dissatisfaction, regret, mistaken purchases, or failin tae escalate the order within 72 oor. Additinally, refunds are nae applicable if the buyer’s device disnae meet the minimum product requirements.
• 2.4 By purchasin ony products frae the G2G platform, the buyer unnerstands, acknowledges, an' accepts this release o liability.
• 2.5 G2G disnae cover fraudulent claims. We reserve the richt tae pursue legal action an' permanently suspend a buyer's account for filin fraudulent claims.

3. Order Confirmation & Refund Eligibility
Buyers maun only confirm receipt o the order efter verifyin that the product received matches the description an' is in warkin condition. Confirmin receipt indicates satisfaction wi the purchase an' finalises the transaction, allowin payment tae be released tae the seller. Gin nae claims are made within 72 oor efter delivery, the buyer is deemed tae hae accepted the goods an' nae refunds will be issued.

For account types categorised unner Goods an'/or Services—including but nae limited tae High Level Accounts an' Subscription-Based Accounts—the insurance period sall be limited tae fowerteen (14) calendar days frae the date the order is confirmed. Durin this period, the buyer is eligible tae raise ony issues or claims relateit tae the purchased item.
Upon expiry o the insurance period, the buyer sall assume full responsibility for the purchased item an' bear a' associated risks, wi nae entitlement tae refunds, returns, or replacements thereafter. The platform sall bear nae responsibility for issues arisin beyond this period.

4. Trading Issues
Gin an issue arises, the buyer has 48 oor tae respond tae G2G support wi evidence for validation. Gin nae response is gien within the stipulated time frame, the issue will be considered resolved an' the case will be closed.

5. Payment Disputes & Chargebacks
G2G disnae cover payment disputes or chargebacks. Yince initiated, G2G will halt ony further investigation, an' requests, includin refunds, will nae be entertained.

6. Sale Contracts
A' sales contracts are between the buyer an' the seller. G2G may assist in resolvin issues but is nae responsible or liable for the actual sale contract.

7. Verification & Handling Fees
Refunds will nae be issued for orders that hae passed the verification stage, an' handlin fees will nae be refunded.

8. Refund Methods
Buyers may choose tae receive a refund via G2G Store Credit (except for Singapore users) or the original payment method. G2G Store Credit can be used for future purchases.

• In case o cancellation due tae payment verification failure, refunds will be processed via the original payment method.

9. Refund Processing Time

• Banks may tak up tae 14 days tae finalise the refund, an' the authorisation hold on funds may delay the process.
• If ye choose tae receive the refund in Store Credit, the process is instant, an' ye will receive the refund immediately efter the request is approved.

Product an' Services Categories & Refund Policy

• Gift Cards / Video Games / Software
  Thir are intangible products. Refunds are only eligible if the product has nae been downloaded frae the buyer’s G2G account. Yince deliverit tae the account, they are considered “downloaded” an' are strictly non-refundable or exchangeable.
• Game Items
  Game Items G2G is a peer-tae-peer marketplace connectin independent buyers an' sellers; we dae nae represent or act on behauf o ony game developer or publisher. Ilka publisher sets its ain rules on account usage an' transfers, an' buyers are solely responsible for reviewin an' complyin wi the applicable Terms o Service afore purchasin. G2G disnae interpret or enforce third-party publisher policies an' disclaims liability.
• Direct Top-Up
  Buyers maun verify the game name, server, account name, an' purchased amount afore finalisin the checkout. G2G will nae assume responsibility for incorrect purchases caused by buyer negligence or wrang information provided.
• G2G Game Coaching & GamePal
  G2G Game Coaching & GamePal connects gamers wi expert coaches an' gaming partners tae improve skills an' create a mair enjoyable gaming experience. Buyers can report “Seller Joined Late or Left Early” only if the seller attends less than 85% o the session. If the buyer disnae shaw up in the session at a', the buyer sall nae be entitled tae ony refund an' the seller receives full credit o the session as if it were successfully compleetit. If the buyer leaves mid-session or disconnects, the session is still valid if the seller completes at least 85%. For full details, visit G2G GamePal & Game Coaching Rules an' Guidelines.

Cancellatin Guide

Order Status & Cancellatin Request

Tae request a cancellation, the buyer maun click the "Cancel Order" or "Report" button an' fill oot the cancellation form, includin the reason for cancellation an' preferred refund method. G2G will process the cancellation request based on the order status:

1. To-Pay / Pending:
   The buyer can cancel the order by clickin the "Cancel Order" button. If the payment is made, the order will be moved back tae the "Paid" status yince confirmed.
2. Verifying Payment:
   The buyer can click "Cancel Order" or "Report" tae apply for cancellation. Refunds will be processed back tae the original payment method within 1 tae 14 days.
3. Preparing:
   Buyers can apply for cancellation through the "Cancel Order" or "Report" button. A refund method (Store Credit / Original payment method) maun be selected.
   Note: Seller approval may be required in this status. If the seller disnae respond within 48 oor, or if the seller accepts the request, the order will be cancelled. If rejected, the buyer can escalate the cancellation.
4. Delivering:
   Sae like the Preparing status, buyers can apply for cancellation via "Cancel Order" or "Report". If partial delivery has occurred, the seller’s approval is required. The buyer can escalate if the seller rejects the request.
5. Delivered:
   If the order status is Delivered, buyers cannae directly apply for cancellation. Instead, they can submit a complaint or issue wi the received product via the "Report" button. The seller maun approve the request. If nae response is gien within 48 oor, the buyer can escalate the issue tae G2G.

Return Policy

1. Nae Returns Yince Completed
   Yince a transaction is compleetit, returns are nae allowit. By confirmin the transaction, the buyer agrees tae accept the product an' finalises the purchase.
2. In-Game Items
   Under nae circumstances shoud in-game items be returned, even if the same character is involved in the trade. Only scammers request the return o items. The buyer is fully responsible for ony action takken.

Non-Recurring Payment Policy

G2G disnae offer subscription-based or recurrent services. A' payments made on G2G are for one-time purchases only, includin gift cards, video games, software, game items, an' game top-up services.

• Buyers maun ensure the accuracy o a' details (quantity, character name, server, etc.) afore confirmin the purchase. The final amount, includin fees an' taxes, will be displayed afore payment.
• G2G is nae liable for wrang orders due tae negligence or incorrect information provided by the buyer.

Specifically for Singapore Users (Effective 29 Januar 2024)

1. SGD Currency
   SGD currency is only available for users registered wi a Singapore mobile nummer.
2. Automatic Conversion
   Any unused G2G Store Credit an' Seller Credit in SGD will be automatically converted tae the user's local currency based on their registered mobile nummer.
3. Continuin wi SGD
   Tae continue usin SGD, update yer mobile phone country tae Singapore. Note that SGD will be the only available currency for Singaporean users.
4. Refund & Credit Changes
   The option tae refund tae G2G Store Credit an' withdraw Seller Credit tae G2G Store Credit will nae langer be available.