1 How Our Escrow System Works
Every purchase on Z2Market goes through our escrow system. Here is the exact flow:
- You pay. Your payment is held securely in escrow. The seller receives nothing yet.
- Seller delivers. The seller provides the digital goods (account credentials, game currency, items, or services) delivered directly through your order.
- You review. You have a window to check the delivery and confirm it matches what was listed.
- You confirm. Only when you are satisfied do you confirm delivery. At that point, escrow is released to the seller.
- Problem? Open a dispute. If there is an issue, open a dispute before confirming. Our team steps in.
For accounts: log in, verify the rank/level/inventory/karma matches the listing. For currency or items: confirm they are in your in-game wallet. For services: verify the work is complete. Once you confirm, the escrow is released and the transaction is final.
2 When You Are Eligible for a Refund
You can open a dispute and request a refund in any of the following situations:
- Item not delivered: The seller did not deliver within the timeframe shown on the listing, and is not responding.
- Item not as described: The delivered item does not match the listing. Examples: wrong account level, different rank than advertised, missing skins or inventory, wrong Reddit karma, wrong game currency amount.
- Credentials do not work: The login details provided do not work and the seller is unable to fix this.
- Service not performed: A boosting, coaching, or other service was not completed as agreed.
- Duplicate charge: You were charged more than once for the same order.
- Seller cancelled: The seller cancelled your order or is no longer able to fulfil it.
- Mutual agreement: Both you and the seller agree to cancel the order.
You are generally not eligible for a refund if:
- You confirmed delivery and the item was correct at the time of delivery.
- A third party (game publisher, platform) later bans or restricts the account for reasons unrelated to the seller, for example, if you used cheats or violated the platform's terms after purchase.
- You provided incorrect instructions to the seller (e.g. wrong game region, wrong character name).
- You changed your mind about a purchase where the seller has already delivered.
- You ignored the seller's delivery instructions causing the delivery to fail.
If something looks wrong or you are unsure, open a dispute immediately. Do not confirm and then try to get a refund. Disputes after confirmation are only accepted in exceptional circumstances.
3 Common Scenarios
Here are real examples of what happens in common situations:
This is "item not as described." Open a dispute with a screenshot of the account rank. You will receive a full refund.
Non-delivery / broken credentials. Open a dispute. Do not confirm the order. Full refund applies.
Partial delivery. Open a dispute before confirming. You will receive a full or proportional refund.
The account was as described at delivery. The ban was caused by actions you took after purchase. This is outside the seller's responsibility.
Digital goods that match the description are non-refundable on a "changed mind" basis once delivered correctly.
Open a dispute with evidence. Our team will review whether the seller knowingly withheld this information. Outcome depends on the evidence.
4 How to Request a Refund
Follow these steps to open a dispute and request a refund:
- Do not confirm delivery if anything is wrong. Once you confirm, the escrow is released.
- Go to My Orders and click on the affected order.
- Click "Open Dispute" and select the reason that best describes your issue.
- Write a clear explanation and attach supporting evidence: screenshots, screen recordings, chat logs.
- Submit the dispute. The seller will be notified and given a chance to respond.
- Our support team reviews the case and makes a final decision.
The more clearly you document the issue, the quicker it gets resolved. A screenshot of the account showing the wrong rank, or a screen recording showing the password doesn't work, makes the decision straightforward. Disputes without evidence may take longer.
5 Refund Methods
When a refund is approved, it will be returned using one of the following methods:
- Original payment method: Returned to the card, PayPal, or crypto wallet you used at checkout, subject to your payment provider's processing times.
- Z2Market wallet credit: In some cases, the refund is issued as instant site credit to your Z2Market balance, usable for any future purchase.
- Partial refund: If only part of the order was unfulfilled (e.g. half the currency was delivered), a partial refund proportional to the shortfall is issued.
The method used depends on the nature of the issue, your payment processor, and the specifics of the transaction. You will be informed of the method in the dispute resolution notification.
6 Timelines
7 Abuse & Fraud Prevention
Z2Market takes refund fraud seriously. The following behaviours will result in account restriction or permanent ban:
- Submitting false or exaggerated dispute claims to obtain goods without paying.
- Confirming delivery, keeping the goods, and then filing a chargeback with your bank or payment provider.
- Claiming non-delivery when you have already received and are using the item.
- Opening repeated disputes on a single order to delay fund release without legitimate cause.
- Coordinating with another account to exploit the dispute or escrow system.
If you file a chargeback through your bank or card provider without first going through our dispute process, your account will be reviewed and may be permanently banned. Always use the on-platform dispute system first. We resolve issues fairly and quickly.
8 Contact & Support
If you have a question about your order or this policy:
- For order issues: go to My Orders and click "Open Dispute" on the relevant order.
- For general questions: use the live chat or visit our Support Center.
- For billing or payment questions: email us at support@z2market.com.
We aim to be fair, transparent, and fast. If you feel a dispute decision was incorrect, contact our support team with any additional evidence and we will re-review the case.
Last updated: March 2026