Dispute Resolution
Last modified: 2026-04-19
Overview
LOOOT.IO's dispute resolution system protects both buyers and sellers through fair, transparent investigation. If a transaction goes wrong, disputes allow you to pause the escrow and request admin review.
This policy explains how to open a dispute, what evidence helps your case, our review process, and what happens next.
When to Open a Dispute
Open a dispute if:
- Seller did not deliver — within 72 hours of the delivery deadline passing
- Item does not match listing — delivered item is wrong game, wrong account, or mismatched quantity
- Quality issues — account shows signs of account bans, recovery flags, or unmentioned problems
- Scam or fraud suspected — seller communications suggest intent to defraud
- Delivery proof is suspicious — screenshot appears doctored or doesn't match the delivered item
Do NOT open a dispute for buyer's remorse or meta-game value disagreements. Disputes exist to protect against non-delivery and material misrepresentation, not to reverse successful trades.
How to Open a Dispute
Disputes are opened from your Order Detail page. No phone call or email required—the process is entirely in-app.
Step-by-step:
- Go to /orders and find the problematic order
- Click "Open Dispute" button
- Select dispute reason from the dropdown (Non-Delivery, Wrong Item, etc.)
- Write a brief description of the issue (required)
- Upload evidence files (screenshots, videos, in-game logs) — optional but strongly recommended
- Click "Submit Dispute"
Disputes can be opened up to 7 days after delivery confirmation. After 7 days, disputes cannot be opened.
Evidence & Documentation
The stronger your evidence, the faster we can resolve your dispute. Here are examples of helpful documentation:
For Non-Delivery Disputes:
- Order confirmation screen (showing seller name and amount)
- Character screen showing no item received or currency mismatch
- In-game logs or transaction history if game provides them
- Chat messages with the seller discussing delivery attempt
For Wrong Item Disputes:
- Original listing screenshot (showing promised item/account details)
- Post-delivery character screen (showing what was actually delivered)
- In-game inspection of stats, level, gear, or cosmetics mismatch
- Account recovery attempt or ban notice (if account is compromised)
For Account Quality Issues:
- Account suspension or ban notice from game publisher
- Account recovery email or security flag from original owner
- VAC ban, trade ban, or other penalty notifications
- Proof that login credentials were changed or account recovered by original owner
Note: We do NOT accept doctored or edited screenshots. All evidence must be authentic. If we detect fraud, your account may be suspended.
TradeShield Escrow During Dispute
When a dispute is opened, the escrow payment to the seller is immediately FROZEN. The seller does not receive funds while a dispute is under review.
What happens to my money?
- Held in secure escrow account with Stripe or crypto wallet
- Cannot be accessed by either party during dispute investigation
- Returned to buyer if dispute is won by buyer
- Released to seller if dispute is won by seller
The escrow hold has no impact on the buyer. Your funds are secure throughout the dispute process.
Admin Review Timeline
Our support team reviews disputes in the order they are received. Typical response time:
| SLA | Timeline |
|---|---|
| Initial Response | 24–48 hours |
| Admin Investigation | 48–72 hours |
| Final Decision | 72 hours from dispute open |
| Refund Processing | 2 hours after decision |
Our team works around the clock. Your dispute is reviewed 24/7, including weekends and holidays.
Possible Outcomes
Full Refund to Buyer
Issued if: seller did not deliver, item is materially different, or account is compromised. Funds returned to original payment method within 2 hours.
Partial Refund
Issued if the delivered item is usable but has minor issues (e.g., 90% of promised currency, missing one cosmetic). Admin calculates fair percentage based on evidence.
Payment Released to Seller
Issued if: buyer opened a frivolous dispute or evidence shows successful delivery. Seller receives funds immediately.
Mutual Resolution
If both parties agree to settle during the dispute review window, we facilitate an immediate resolution (partial refund or payment release).
No Decision (Evidence Inconclusive)
Rarely, if evidence is incomplete, we may ask for additional documentation. Dispute investigation pauses until new evidence is provided.
Appeals & Escalation
If you disagree with the dispute decision, you may file one appeal within 7 days of the decision.
How to Appeal:
- On the dispute details page, click "File Appeal"
- Explain why the decision was wrong
- Provide new evidence not included in the original dispute
- Submit for re-review by a different admin
Appeals are reviewed within 72 hours. The appeal decision is final and cannot be appealed further.
External Arbitration
If both parties remain unsatisfied after the appeal, LOOOT.IO may refer the dispute to external binding arbitration under the Dispute Resolution clause in our Terms of Service. Costs and arbitrator selection follow standard industry practice.
Chargeback & Bank Disputes
If you initiate a chargeback through your bank instead of using LOOOT.IO's dispute system, we will:
- Fight the chargeback with Stripe/your payment processor using transaction evidence
- Flag your account for chargeback fraud investigation
- Suspend your account pending resolution
- Hold you liable for all chargeback fees (typically $15–$25 per chargeback)
Always use LOOOT.IO's dispute system first. It is faster, free, and protects both parties. Chargebacks damage trust and result in account suspension.
Need Help?
If you have questions about the dispute process or need help opening a dispute, contact us:
- Support Portal: /contact
- Help Articles: /help
- Email: support@looot.io
We respond to support inquiries within 24 hours, 7 days a week.
Last Updated: 2026-04-19