How to Offer a Replacement to Customers?

Step-by-Step Process

1. Confirm the Issue

• Politely acknowledge the customer’s complaint.

• Verify the account issue as quickly as possible.

• Do not delay — this must be treated as urgent.

• Remember: While the Seller Guide states you have 24 hours to provide a solution, you should aim to resolve it immediately. The customer should not be left waiting after purchase when what they bought is unusable.

2. Offer a Choice: Replacement or Store Credit Refund

• Ask the customer directly if they would like:

  • A replacement account, or

  • A refund to store credit.

📝 Example message:
“Sorry for the trouble! Would you like me to offer you a replacement account, or would you prefer a refund to your store credit balance?”

3. If They Choose a Replacement

• Send them a few offers in the form of links to accounts currently available in your store.

  • ✅ Do: Provide several store links so the customer can browse and choose what they like.

  • ❌ Do NOT: Just send them random account credentials in the chat.

• Wait for them to pick the one they want.

• If they don’t like any of the options, proceed with a refund to store credit instead.

⚠️ Important: Never “hold” the customer’s money or pressure them into a replacement. If they don’t want one, refund them — forcing a sale can make you lose a customer permanently.

4. If They Choose a Refund

• Process the store credit refund immediately without delay.

• If they ask for refund back to payment provider, let them know to open a ticket with us, that’s the only way for them to request it.

• Thank them for their patience and let them know they’re welcome to browse again anytime.