1. Talk to us first
If something is wrong with an order, the fastest way to fix it is to email [email protected] from the address used at checkout. Support inquiries receive a first response within 24 hours.
Opening a payment dispute or chargeback (with PayPal or your card issuer) without contacting us first deprives both sides of a normal resolution. It also costs us a non-refundable fee from the payment processor regardless of outcome.
2. Consequences of an unresolved chargeback
When a chargeback is filed:
- The customer account is immediately suspended for the duration of the dispute.
- All pending orders on the account are cancelled.
- Any wallet balance is frozen.
- We submit our complete evidence packet to the payment processor: order details, IP and device information, payer name and email returned by the processor, delivery records (the actual key delivered, the email it was sent to, the timestamp), and any communication on file.
If the chargeback is determined to be fraudulent or filed in bad faith (the goods were delivered and the customer simply wants to keep them without paying), we will:
- Permanently ban the customer’s account, email, payment method and IP range from future purchases;
- Where applicable, share the relevant data with anti-fraud networks shared by digital-goods merchants;
- Report the activity to the payment processor and, where the amount justifies it, to local authorities.
3. Friendly fraud
“Friendly fraud” is when a real customer disputes a charge they actually authorised, often claiming the transaction was “not recognised”. Our fraud-detection system retains evidence (login history, device fingerprint, payer information returned by PayPal) specifically to defend against this.
4. Eligible disputes
Some disputes are entirely legitimate: unauthorised use of a stolen card, identity theft, or a clear failure to deliver. We will cooperate fully with the investigation in those cases. If you suspect your card or account was used without your permission, please contact [email protected] immediately so we can cancel the order and assist with the dispute on your side.
5. Contact
For dispute-related correspondence: [email protected].