> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gamer2z.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Disputes & refunds

> When and how to open a dispute, and how Gamer2z resolves it.

If an order isn't delivered, is the wrong item, or isn't as described, you can
open a **dispute**. While a dispute is open, the funds stay locked in Gamer2z
Shield — they can't be released to the seller until it's resolved.

## When you can dispute

A dispute can be opened while the order is **paid**, **delivered**, or **on
hold** — i.e. any time before the funds are released. Each order can have one
active dispute at a time.

## Reasons for a dispute

| Reason                | Use it when                                       |
| --------------------- | ------------------------------------------------- |
| **Not delivered**     | The seller never delivered the order.             |
| **Wrong item**        | You received the wrong account, code, or variant. |
| **Not as described**  | The item doesn't match the offer.                 |
| **Account recovered** | The seller recovered an account after selling it. |
| **Technical issue**   | A delivery or redemption problem on your side.    |
| **Other**             | Anything else — explain in your message.          |

## How a dispute is resolved

Gamer2z reviews the evidence from both sides and resolves the dispute with one
of these outcomes:

<AccordionGroup>
  <Accordion title="Refund" icon="rotate-left">
    A full refund is issued to the buyer and the seller's pending funds for that
    order are reversed.
  </Accordion>

  <Accordion title="Partial refund" icon="scissors">
    A portion is refunded to the buyer; the rest proceeds as normal.
  </Accordion>

  <Accordion title="Release" icon="circle-check">
    The dispute is not upheld; the order proceeds and the protection hold
    resumes toward release.
  </Accordion>

  <Accordion title="Confirmed delivered" icon="badge-check">
    Review confirms the order was actually delivered; the order re-enters its
    normal hold lifecycle (the seller isn't paid instantly — escrow continues
    until release).
  </Accordion>
</AccordionGroup>

<Info>
  Refunds use the **same exchange rate locked at order time**, so currency
  movements never leave a buyer short on a refund.
</Info>

## Tips for a smooth resolution

<Steps>
  <Step title="Keep everything on Gamer2z">
    On-platform chat and payment are what we can review. Off-platform deals
    aren't protected.
  </Step>

  <Step title="Gather evidence">
    Screenshots, trade logs, and order details speed up a fair outcome.
  </Step>

  <Step title="Don't confirm if it's wrong">
    If the order isn't right, open the dispute instead of confirming — confirming
    moves it toward release.
  </Step>
</Steps>