You can try reaching out to the seller via Kchat for order fulfillment. If the seller doesn't respond, please click "Request Refund" on the order details page. Should the seller refuse to issue a refund, you may escalate the issue to the KALEOZ Support Team for further investigation. Notes: Buyers have a 72-hour window to dispute an order marked as "Waiting Confirmation." If no action is taken within that period, the order will automatically be marked as successfully delivered. How to Request a Refund for a "Waiting Confirmation" Order: Step 1: Go to the "My Orders" page and click on the order number (e.g., KXXXXXXX) to open the order details.Step 2: Initiate the refund process by clicking on "Request Refund".Step 3: Select your refund reason and provide additional details about your refund request in the "Refund Description" field, then click "Submit Refund Request". Step 4: After submitting the refund request, the seller has 24 hours to respond. If there is no respon

Step 1: Proceed to "My Orders", then select the order.Step 2: Select "Request Refund".Step 3: You can modify the refund amount before submitting.REMINDER: Please ensure both parties have agreed with the refund request in order to eliminate any conflict.

You can request a cancellation or refund of your orders that are paid but non-completed, non-delivered, or non-disputed. 1. Where can I request a refund and what do I need to know? You can find our KALEOZ Support via KaleozChat to provide your payment information. We will process the refund immediately upon your request. Refunds can be sent back only to the original payment method used in a charge (Bank or Card issuer), and the fees from the original charge aren’t returned. It’s not possible to send a refund to a different destination (e.g., another card or bank account). Once the refund is initiated, it cannot be cancelled, and the refund takes approximately 5-10 business days depending on the bank. Stripe will send you an email notification once the refund is processed. 2. How do I track my refund? You can request the Acquirer Reference Number (ARN) from our KALEOZ Support via KaleozChat to track your refund. An ARN is a unique number assigned to a card transaction as it moves thr

We understand that there may be situations where you need to request a refund for an order that has already been paid for on KALEOZ. This guide explains how to manually submit a refund request. Please note that a manual refund request can only be submitted one hour after payment has been completed. Steps to Request a Manual Refund Step 1 Hover your mouse over your KALEOZ account name to open the user panel. Step 2 Select My Orders from the dropdown menu. Step 3 Find the Order ID (KXXXXXX) for the order you would like to request a refund for. Step 4 Click the Order ID to open the order details page. Step 5 Click the Request Refund button to submit your re

If the buyer requests for cancellation or there is a mistake on your order listing and you wish to cancel your order, you may click on “Refund to Buyer” to cancel the order.For a seller to refund an order to the buyer, follow these steps: Step 1: Go to your My Sales Orders. Click on the order number "KXXXXXXX" or the "Order details". Step 2: On the "Order details" page, click on "Refund to Buyer". Step 3: Select the appropriate option in the "Refund Reason" list. Step 4: Type in the refund description, then click on "Refund".Notes: Once the order is refunded, the money will be credited to the buyer's KALEOZ Account Balance immediately.  If the buyer request to refund the balance back to their bank, kindly ask the buyer to contact KALEOZ Support for further assistance.

We understand that receiving your order in a timely manner is important to you. However, there may be situations where the delivery is delayed or you haven't received your order at all. In such cases, KALEOZ offers a comprehensive refund process to address your concerns and ensure your satisfaction. Before requesting a refund, we recommend reaching out to the seller through KChat to remind them to fulfill the order. Communication can often resolve issues and lead to a quicker resolution. If you haven't received your order despite contacting the seller, please refer to the following refund options available to you.Automatic Cancellation after 72 Hours:To safeguard your interests, we have implemented an automatic cancellation policy. If, within 72 hours (3 days) of payment, the seller fails to deliver your order, our system will intervene and cancel the transaction. The refunded amount will be credited back to your KALEOZ account balance. Please note that this process occurs automaticall

This refund went through in the form of a reversal. In the case of a reversal, you won't see a refund credit on your statement—you'll just see the original authorization drop off your statement entirely after a few days. There will be no payment and no refund. It'll appear as if the whole transaction never happened. Your bank should be able to confirm this for you.

Note: - Not all payment methods are eligible for refunds.- Refunds do not include any processing or handling fees charged by the payment merchant. - KALEOZ shall not be responsible for any handling fees incurred by the payment merchant during the refund process. When your order is cancelled by the seller, the order amount will be credited to your KALEOZ Account Balance by default. This balance can be used immediately for new purchases, making it a fast and convenient option without any extra fees. If, unfortunately, there is no suitable offer for the item you want and you decide to request a payment refund, please contact our KALEOZ Support Team. Refunds are only available for eligible payment methods, and our team will assist you with the process. Frequently Asked Questions (FAQ) When an order is refunded, why is the amount in my KALEO

At KALEOZ, we are committed to providing a smooth and reliable buying experience. To ensure successful order fulfillment, buyers must provide accurate ID details when placing an order. Important: Orders submitted with incorrect ID information are not eligible for a refund or replacement. Buyer's Responsibility Buyers are solely responsible for ensuring that all ID details entered during checkout are accurate and complete. Please double-check the following before placing your order: User ID / Game ID Server ID (if applicable) Character or Account Name (if required) Any other requested information Incorrect or incomplete information may result in your order being delivered to the wrong account. Seller's Responsibility Sellers are responsible for delivering the order according to the ID details provided by the buyer. Once an order has been successfully completed and delivered to the submitted ID, the seller has fulfilled their obligations under th

If you have successfully cancelled an order, you may be wondering what happens to the payment you made. This guide explains everything you need to know. Where will my Refund be Returned After I Cancel an Order? Once the order is successfully canceled/refunded it will be refunded immediately back to your KALEOZ account balance. You may check your KALEOZ balance by clicking on "My Account" Note: Once an order has been refunded, the original processing fees paid during the purchase are not refunded. Can I use my KALEOZ balance for future purchases? Yes. You can use the KALEOZ balance to place a new order on our site. Orders placed using your KALEOZ balance will not incur additional processing fees. Here's a short guide on how to use the balance to pay for orders: Search for the product you wish to purchase and click "Add t

If you accidentally clicked on "Delivered" without actually delivering the order, don't worry. There are steps you can take to resolve the situation. Please follow the guidelines below: 1. If You Have the Product: If you have the requested product to trade, you can initiate the trade in-game with the buyer just as you normally would. Proceed with the transaction as usual to complete the order. 2. If You Don't Have the Product: If you no longer have the product to trade or you have run out of stock, follow these steps: a. Communicate with the Buyer:- Reach out to the buyer and explain the situation. Let them know that you accidentally marked the order as "Delivered" without actually delivering the product.b. Request a Refund:- Ask the buyer to click on the "Request refund" option. This will initiate the refund process.c. Agree to Refund:- As the seller, you should click on the "Agree refund" option to confirm the cancellation of the order and proceed with the refund process. NOTE: Rem

Encountering a refund request after delivering an order? Here's a comprehensive guide on how to handle the situation:Step 1: Understand the SituationPromptly review the details by clicking "Order Detail". Utilize KChat for effective communication with the customer, seeking to comprehend the reason behind their refund request.Step 2: Decline the RefundIf you decide not to approve the refund, take action within 24 hours. Navigate to the "Refuse Refund" option on the Order Details page and provide a clear and concise reason for your decision.Step 3: Service Dispute ResolutionEven after your refusal, the buyer can apply for a service dispute resolution within 72 hours, triggering a thorough investigation. If the buyer fails to respond, Kaleoz will consider the refund request waived, and the order amount will be automatically credited to your account.Step 4: Notification of DisputeIf the buyer escalates the refund request to a dispute, you will receive a notification. Stay vigilant and info

1. I clicked on the wrong payment method during checkout, am I able to cancel or change the payment method?Once you have realized that you selected the wrong payment option, kindly follow three ways below to change the method: (a) You can click on the Back button on your tab and return to the payment selection page. (b) If it's on a pop-up page payment, kindly close the popup page and select the payment method that you want. (c) You may back to your KALEOZ Profile, to "My Orders", then click on the green button "PAY" beside the latest order placement and select a payment method. Rest assured your money won't be deducted since you have not successfully completed the transaction.2. I have paid for my order and realized I chose the wrong method, can I request a refund or cancellation?Kindly Kchat the seller to request a refund for the order, however, the seller has the right to refuse your refund request and deliver your order.  3. If the order is refunded, c

Sales Order Status Guide You can view and manage all your orders by navigating to My Sales Orders in your KALEOZ seller account. This page displays the current status of every order and indicates any action required from you. Waiting Delivery Status: The buyer has completed payment, and the order is waiting for the seller to deliver the product or service. What you should do: Deliver the order within 72 hours. After successful delivery, click Delivered. If you're unable to fulfill the order or the buyer requests a cancellation, click Refund to Buyer. Important: Orders that are not delivered within 72 hours will be automatically refunded by the system. Waiting Confirmation Status: The seller has marked the order as delivered and is waiting for the buyer to confirm receipt. Under the KALEOZ Protect policy, buyers have up to 72 hours (3 days) to confirm delivery. What you should know: Buyers can click Order Received after verifying the delivery.

In what circumstances KALEOZ will cover a buyer's purchase: The buyer didn't receive their order such as products/services as ordered. The buyer received a product/service that is significantly different from its description. How do I get a refund? All sales are final, and refund requests will not be entertained unless any of the above circumstances occur. The buyer shall report the same to KALEOZ within 72 hours upon delivery of the products/services. Upon investigation by KALEOZ, the decision of which shall be conclusive and final, a refund may be processed if the report made is valid and true. The refund shall be made to the buyer within 14 working days depending on the type of payment method you use. KALEOZ does not cover the following: Buyers have validated and confirmed the receipt of the order. Buyer's remorse. Any transactions made outside of KALEOZ online marketplace. Any changes/updates by the Official Game Developer or Game Publisher after delivery is successfully c

Buyers could double-check the purchase order's input UID before making payment in the shopping cart. This is to prevent the products from being delivered to the wrong UID. Notes: The seller did not take any responsibility for the UID mistake. Once the seller completes the top-up based on the UID you provided, the order is not available for refund or change of UID.There are two ways that you could check your UID before making a payment.I) On Product Page: You could check your UID here before adding the product to the cart.II) In Shopping Cart: Before the payment, click on the "Order Information" to check the UID.

Payment Processing Fees are charges applied by payment processors when a transaction is made. These fees cover the costs associated with verifying, authorizing, and transferring funds during the payment process. Orders placed on KALEOZ will incur a processing fee, which is a percentage of the transaction amount. Many payment processors charge transaction fees that include both a fixed fee and a percentage fee based on the total sale price of the product. The rate and percentage of the processing fee may vary depending on the country and payment method used. The processing fee will be displayed under the payment method you select when you proceed to payment. Note: If your order is refunded, only the order amount will be credited to your KALEOZ balance. The processing fees are non-refundable. Orders placed using your KALEOZ balance will not incur additional processing fees. Please note that if you request a refund to your original payment method or bank account, any processing fees c

No, you cannot. Our platform currently only supports a single payment method per order. This means that you cannot use a combination of KALEOZ Balance and other payment methods to pay for an order.If you have KALEOZ Balance and the balance is insufficient to cover the order amount, you have the following options:1. Top up your KALEOZ Balance. In cases where your KALEOZ balance is insufficient, you have the option to reload your KALEOZ balance. Please note that this option may not be available for certain currencies on our platform. For detailed instructions on how to reload your balance, please click [here].2. Use other payment methods. If balance recharge is not available for your currency or if you do not want to reload your KALEOZ Balance, you can use other payment methods that are available on our platform. Regarding the remaining balance in your KALEOZ account, you can contact customer support to have it refunded to your original payment method or bank account.