How disputes work
What happens when a buyer reports a problem, and how EmberPlay decides.
If a delivered order isn't right, the buyer can open a dispute. Payment stays in escrow until the case is decided.
When you can open one
After the seller marks the order as delivered and before you confirm it. Once you confirm, the order is complete.
The process
- The buyer opens the dispute. They choose a reason, describe the problem, and attach 1–6 photos or videos as proof. A dispute can't be opened without proof.
- The seller responds within 24 hours. They can agree — the buyer is refunded automatically — or contest with their own proof (1–6 files).
- EmberPlay Support decides. If the seller contests or doesn't respond in time, Support reviews both sides' evidence, the order chat and each party's dispute history.
- The outcome. Either the buyer is refunded to their wallet, or the payment is released to the seller. Both sides see the decision and the reasoning.
What makes good proof
- Screenshots or a screen recording showing the error, the missing item, or the empty inventory.
- For sellers: evidence that the item was delivered — delivery screenshots or a recording of the handover.
- Clear, honest descriptions. Support weighs the evidence, not who wrote the most.
Fairness
Refunds return exactly what the buyer paid. Each buyer's dispute history and each seller's dispute rate are visible to Support when it weighs a case, and sellers who repeatedly lose disputes can be suspended. See seller rules.