Refunds & cancellations
What happens to your money when an order doesn't go through — where the subtotal goes, and what's kept.
- Subtotal
- Returned to your PlayerVault balance (default)
- Buyer service fee
- Kept (default)
- Returned balance
- Reusable, fee-free
Where your money goes
When an order is canceled, the subtotal is returned to your PlayerVault balance by default. It lands as store credit you can immediately spend on another order — a boost, an account, currency, or an item. Returning it to balance is the fastest option and keeps your money ready to use.
What's kept
The buyer service fee is kept by defaultwhen an order is canceled. The fee covers the cost of processing and protecting the transaction, which happens whether or not the order is completed, so it isn't returned with the subtotal. Only the subtotal comes back to your balance.
An example
You place a $20.00 order and pay $21.30 (the $20.00 subtotal plus a $1.30 service fee). If the order is canceled, $20.00 returns to your PlayerVault balance and the $1.30 fee is kept. You can then spend that $20.00 balance on your next order with no additional service fee.Who can cancel, and when
- Before delivery starts.If a payment hasn't completed or the order hasn't begun, it can be canceled and any reserved balance is released back to you.
- While an order is in progress.Either the buyer or the seller can cancel; the subtotal returns to the buyer's PlayerVault balance and the seller's pending earnings for that order are reversed.
- After delivery is confirmed.Once you've confirmed you received what you ordered, the order is complete. If something is wrong, open a dispute instead.
Need a different outcome?
“By default” means the standard automatic behavior. If your situation calls for something different, our support team can review the order and help find the right resolution.