While most trades on PeerLoot are completed smoothly, sometimes issues can arise. Our dispute process, powered by the LootGuard escrow system, is designed to resolve these situations fairly and transparently.
We always encourage you to communicate with the other trader first via the Order Chat on the trade page. Many issues are simple misunderstandings that can be resolved quickly without needing to open a formal dispute.
When to Open a Dispute #
If direct communication doesn’t solve the problem, you should open a dispute. You can initiate a dispute directly from the order trade page while the trade is still active.
Common reasons for opening a dispute include:
- Non-Responsiveness: The other trader is not responding to your messages in the Order Chat.
- Delivery Issues: The items or currency were not delivered within the agreed-upon time.
- Order Discrepancies: The item, currency, or account you received is significantly different from what was described in the listing.
- Incorrect Account Details: You purchased an account, but the login details are incorrect, or the account is not accessible.
How the Dispute Process Works #
- Open the Dispute: On the order trade page, click the “Need Help?” button and clearly explain the issue.
- LootGuard Freezes Funds: The moment a dispute is opened, LootGuard automatically freezes the funds in our secure escrow system. The payment will not be released to either party until the dispute is resolved.
- Support Team Intervenes: Our dedicated support team is notified and will join the Order Chat to mediate the dispute, typically within 30 minutes.
- Provide Evidence: Both the maker and the taker of the ad will be asked to provide evidence to support their claims. All evidence must be uploaded directly into the Order Chat.
- Resolution: Our team will review all the evidence and make a fair decision. Most disputes are fully resolved within 3 days.
What Counts as Evidence? #
To resolve a dispute fairly, our team relies on clear evidence provided by both users.
- For Item/Currency Trades:
- The seller must provide clear proof of delivery (screenshots or a video of the in-game trade window showing the character names and items exchanged).
- The buyer can provide screenshots showing the item was not received or is incorrect.
- In All Cases, We Will Consider:
- The original listing’s title and description.
- The entire conversation history in the Order Chat.
Tips for Handling a Dispute #
- Stay Calm and Professional: Communicate respectfully in the Order Chat, even if you are frustrated.
- Be Responsive: Respond promptly to requests from our support team. A lack of response can result in the dispute being resolved in the other person’s favor.
- Provide Clear Evidence: The more clear and direct your evidence is, the faster our team can resolve the issue.
What Happens After a Trade is Cancelled? #
If a dispute leads to a trade being cancelled and refunded:
- Buyers: Do not deliver any goods to the seller. The funds have been returned to you, and the seller is no longer obligated to pay.
- Sellers: Do not attempt to use or access the account you were purchasing. The seller may reclaim ownership at any time, as the sale is no longer valid.
