What happens if I'm disputing payment with a Tibia Reseller?

Question

For example, if I were to use an official Tibia Reseller and I'm disputing a payment would Cipsoft be able to help me if I have proof somehow, or is the dispute solely with the Reseller and Cipsoft can't help me? This has never happened to me before I'm just trying to do research but let's say if I purchase 10k TC and I have proof I sent payment with my bank what happens next? This is found on Tibia.com: Resellers-

All resellers on this list have been carefully selected by CipSoft. Every one of them has a proven track record of providing reliable and secure service to their customers. However, please keep in mind that given the large numbers of transactions processed every day, mistakes can happen now and then. In the unlikely case that you are having a problem with an order processed via a reseller, please contact the reseller's support team directly via the respective email address listed below. Please understand that CipSoft's customer support team cannot provide assistance with such orders since they have no data concerning payments processed by resellers.

Do you contact your bank if reaching out to the reseller doesn't work? Do you still contact Cipsoft to complain? What is the correct process for disputes amongst resellers? Sorry for the number of questions I'm just curious.

Answer 1

To get the refund for your purchase from the reseller- contact reseller directly. In rare cases you might need to action card dispute option with your bank. Please note that Cipsoft is not getting involved in the resellers purchases. 

More context:

Firstly, I would say that official resellers will be trying to have only POSITIVE reviews. This is for the simple reason - building trust and good reputation to attract clientele. Therefore, if you have reasonable claim- the reseller would go ahead with the refund without making any issues. 

As you might have noticed, resellers are active on "social media"- Facebook, Instagram, ( again, to marketing and promotion to the potential customers) and they are very easy to contact to- there will be always Whatsup contact, Email or Live chat. Look below:

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After Automatic answer, in like 5-8 minutes I received a message from the "staff member"

So I would say it was pretty quick reaction. Now, you might not get an answer straight away because: zone timing issues, out of work hours etc. But I am sure that any reseller would answer to your query promptly or would leave "out of office" remark/answer. Please note that depending on your bank it might take longer than 1-2 days- as I was dealing with refunds in past- official answer is usually 5-7 working days, in some banks might happen it is 14 days. 

In situation where you would actually still had issues with the transaction- firstly I would dispute charges on my card. The company is being emailed/faxed with disputed charges claim and has 7-14 days for official reply. If they do not reply- charges are refunded to you automatically. If they are not able to give with the proof that they have provided the service- same scenario- refund is provided to you.

Now, If you feel you being scammed, you are encourage to report it to Cipsoft. They will not fight back for your refund as such- but they will keep an eye for the similar reports from other players. In case there would be multiple reports of reseller doing shady business- I believe they would remove it from the official reseller (and they could lose they discount on Tibia coins). 

1. https://www.etienreseller.com/contactame/

2. Reseller used for testing: https://tibiawizard.com/

Comments

this is a lot to read. so your saying you can still contact cipsoft only to file a complaint and not dispute payments right?

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sorry for boredom ^^ summarised in one sentence on the beginning of the answer.