Full Dispute Mediation Process
Overview
This article explains the complete dispute handling workflow for all U7BUY orders, including buyer-seller negotiation, platform mediation, evidence submission, time limits, closing rules and post-dispute follow-up. All communication and evidence must be retained within U7BUY official built-in chat; off-platform records will not be recognized as valid proof.
1. Pre-Dispute Step: Negotiate with Seller First (Mandatory Rule)
1. Any order issues (underdelivery, asset mismatch, login failure, delayed shipment, account retrieval, etc.) must be communicated with the seller via U7BUY order chat first before submitting a formal dispute ticket.
2. Required operation: Send detailed problem description + supporting screenshots (listing page, login records, asset screenshots, payment receipts) to the seller.
3. Time requirement: Sellers shall reply to buyer messages within 24 hours after receiving inquiries. Unreasonable early support tickets before the seller’s stated estimated delivery time will not be prioritized for mediation.
4. If the seller provides a satisfactory solution (full refund, supplementary delivery, asset recovery), the buyer may resolve the issue directly without opening a dispute.
2. Step 2: Submit Formal Dispute Application (If Negotiation Fails)
Eligibility to Open a Dispute
• Negotiation records prove both sides cannot reach an agreement;
• The order is still within its valid warranty period;
• The buyer has not clicked "Complete Order" or marked the order finished prematurely.
Operation Steps for Buyers
1. Enter the target order page, click Report / Open Dispute button;
2. Select the accurate dispute reason from the preset options:
• Wrong account/password
• Does not want the product
• Wrong purchase
• Not full access
• Account does not work
• Account banned
• Seller does not reply
• Does not match description
• Does not receive
• Items revoked
• Receive less
• Seller cannot complete
• Code does not work
• Private information
• Shared subscription account access revoked
• Other custom issues
3. Fill in detailed written remarks describing the whole incident;
4. Upload complete supporting evidence (max 5 image files, JPG/PNG format within 5MB each): chat screenshots, asset comparison screenshots, login failure footage, listing tag & title captures, payment transaction records;
5. Submit the dispute ticket. The platform will lock order funds temporarily during mediation to prevent fund release to the seller.
Important Restriction
Each single order supports only one formal dispute submission. If the dispute is closed without settlement, no second re-submission will be accepted.
3. Step 3: Platform Mediation & Evidence Exchange (Processing Period)
1. After the buyer submits a dispute, the platform will notify the seller to respond within 24 hours and upload counter-evidence (delivery screenshots, asset handover records, full chat logs).
2. Both parties may supplement additional evidence and leave messages to communicate during mediation.
3. Platform support will review all submitted materials within 1–3 working days, and follow up for extra proof if information is incomplete.
4. Time limit for full mediation review: Maximum 7 calendar days from dispute creation until final ruling release.
4. Step 4: Three Dispute Closing Outcomes
Outcome A: Buyer Wins Full Compensation
• Judgment basis: Seller fails to provide valid delivery evidence, hides listing information, malfunctions delivery, or maliciously retrieves sold accounts;
• Execution: Full order amount refunded to buyer’s U7BUY wallet within 3 working days; corresponding sales commission reversed to the seller’s balance; seller receives reputation score deduction or listing removal penalties.
Outcome B: Partial Settlement (Mutual Agreement)
• Both sides reach a consensus on partial refund, supplementary asset delivery or service compensation;
• Platform modifies the settlement amount according to mutual consent and closes the dispute.
Outcome C: Seller Wins, Dispute Rejected
• Judgment basis: Buyer submits insufficient evidence, violates platform rules (off-platform private contact, self-modifies account bindings, consumes all in-game assets, submits premature unreasonable complaints before delivery deadline);
• Execution: Order funds released to the seller normally; buyer’s dispute request fully rejected with no refund support.
5. Post-Processing Rules After Dispute Closure
1. Once the dispute ticket is marked as "Closed", no secondary appeal or re-opening request will be accepted for the same order.
2. All chat logs, delivery screenshots and dispute evidence shall be retained by the platform for at least 90 days for audit backup.
3. If either party violates platform policies repeatedly during dispute mediation (fake evidence, forged bank/ID documents, malicious harassment), U7BUY reserves the right to suspend store selling permissions or restrict buyer purchase access permanently.
6. Mandatory Evidence Standards (Valid Proof Only)
Valid Evidence Accepted by Platform
• Full unedited screenshots of U7BUY built-in order chat (complete time stamp & message context);
• Original unmodified delivery asset screenshots with account login homepage;
• Listing page tag, title and asset description full captures;
• Official game login failure records, ban notice screenshots;
• Payment transaction serial numbers & payment gateway receipts.
Evidence That Will Be Rejected (Invalid)
• Cropped, blurred, photoshopped or mirror-reversed document/card screenshots;
• Off-platform chat records (Discord/Telegram/WhatsApp/Instagram etc.);
• Handwritten notes without corresponding system transaction records;
• Blank template ID/debit card images without real personal information.
7. Frequently Asked Supplementary Notes
1. Can I cancel a dispute manually?
You may click "Cancel Report" on the order page if the seller resolves all issues before platform final ruling. Canceled disputes cannot be reopened again.
2. What if I miss the warranty period to open a dispute?
The platform will not accept any refund or compensation requests once the warranty window expires.
3. Will payment processing fees be refunded together with the principal after winning a dispute?
Only the order item principal will be refunded; payment gateway fees are non-refundable in all scenarios.
4. What happens if the seller fails to respond to the dispute within 24 hours?
The platform will automatically favor the buyer’s claim and process full refund after evidence verification.