When a purchase goes wrong

Quick answer

Open the affected order or swap thread, check its status and timing, and explain the problem there. Keep the record factual and do not confirm an unresolved delivery.

Check the current state

Confirm the product, quantity or scope, seller instructions, payment state, delivery window, and recent messages. A pending payment is different from paid-but-undelivered work. A seller delivery update is different from your receipt confirmation.

Write a useful issue report

Explain what was purchased, what was promised, what arrived or is missing, and when the relevant events happened. Add authentic screenshots or proof in the affected conversation. Preserve context and timestamps, and exclude unrelated secrets.

Use the correct escalation

• For a normal order, message the seller in the order conversation. If unresolved, use Raise dispute once the displayed delivery timer allows it. Watch the auto-completion schedule.
• For account access problems, use Report a delivery issue and follow its seller-response/staff escalation path. Account protection continues only through the exact window shown.
• For paid boosting, use the resulting paid order, not only the pre-purchase quote chat.
• For a direct gold swap, use the swap thread and its staff-help route. Its donor-limited coverage is separate from escrowed payment protection.
• For an uncertain payment or missing order, use Payment help in Live support with the safe payment reference.

What happens next

Support may request more information from both sides and set response deadlines. Possible outcomes depend on the evidence, order state, policy, and product terms; a report does not automatically create a refund. Answer in the same case instead of opening repeated duplicate reports.

Zezima can help organize a summary and route you to the correct page, but cannot collect sensitive evidence in the widget or decide the outcome. See Disputes & order appeals.