Buyer security

Every marketplace order on EmberPlay is protected by escrow. Here is exactly what that means for you.

Your payment is held in escrow

You pay from your EmberPlay wallet at checkout. The money is not sent to the seller — it is held by EmberPlay until you confirm delivery. Only then is the seller paid.

Cancel before delivery

• If the seller has not started your order, you can cancel and your money returns to your wallet immediately.
• If the seller has already started, you can send a cancellation request. The seller has 48 hours (2 days) to refund you or confirm the item was already sent. If they don't answer, EmberPlay Support reviews it.

Report a problem

After the seller marks the order delivered, you can confirm it or report a problem with photo or video proof. Reporting freezes the payment while EmberPlay Support reviews the case. Read how disputes work.

Once you confirm delivery the order is complete and can no longer be disputed, so check your item first.

If you neither confirm nor report a problem within 72 hours (3 days) of delivery, the order completes automatically and the seller is paid.

Your details stay private

Account details you give a seller (such as a character name or login) and items delivered to you are stored encrypted. Only you and that seller can see them. EmberPlay staff can only open them when an order is in support review or dispute, and every time that happens it is logged.

Know who you're buying from

• Every seller has a public profile with their rating, reviews, completed orders and dispute rate.
• Reviews can only be written by buyers of completed orders.
• Seller badges are earned from real order counts and ratings — they can't be bought.

Keep everything on EmberPlay

Escrow protects orders placed on EmberPlay. Never pay a seller outside the platform or move the conversation elsewhere. Chat messages can't be edited or deleted and are available to Support if there is a dispute.