How do I dispute an order?

If there’s an issue with your order, the first step is usually to communicate with our team or the seller fulfilling your order through the order chat. 💬

Most issues can be resolved quickly this way without needing to open a formal dispute.

If the issue isn’t resolved, the delivery is not as described, or you’re unable to reach a satisfactory resolution, you can Dispute Order directly through your order.

When should I raise a dispute? 🛡️

A dispute may be appropriate if:

• 📩 The seller or fulfilment team is unresponsive
• ❌ Your order was not delivered as described
• ⏱️ The stated delivery timeframe has passed
• 🔑 Account details are incorrect or no longer working
• 🚫 An account has been recovered, suspended, or otherwise becomes inaccessible
• 📦 Part of your order is missing or incorrect
• 🤝 You’ve discussed the issue in chat but haven’t been able to reach a resolution

Where possible, we recommend discussing the issue through the order chat first, as this is often the fastest way to get things corrected.

How do I dispute an order? ⚠️

1. Open your order

Go to your MitchCactus profile, select Orders, and open the order you’re having an issue with.

2. Select “Dispute Order”

From your order page, select Dispute Order to begin the dispute process.

3. Explain the issue and provide evidence 📸

Choose the option from the drop-down menu that best describes the problem, then explain what happened as clearly as possible.

Attach any relevant documents or evidence that may help us review the issue, such as:

• Screenshots or videos
• Incorrect login details
• Emails showing account information has changed
• Screenshots showing missing items or progression
• Evidence that an account has been suspended or recovered
• Trade, delivery, or in-game screenshots
• Any other information that helps demonstrate what happened

The more information you provide, the easier it is for our Resolution Team to review the dispute fairly and efficiently.

What happens after I raise a dispute? 🔎

Once a dispute is opened, our Resolution Team will begin reviewing the order.

They may review:

• The original product or listing description
• The complete order chat
• Delivery information
• Evidence provided by both sides
• The actions already taken to resolve the issue

Our team may also ask you, the seller, or the fulfilment team for additional information where required.

Where possible, the goal is to resolve the issue through a correction, replacement, completion of the order, refund, or another appropriate solution. 🛡️

What should I do while the dispute is open? ⏳

While a dispute is active:

• Respond to messages promptly
• Provide any evidence requested
• Keep all communication within MitchCactus
• Do not close or approve the order until the issue has genuinely been resolved

⚠️ Important: Only confirm that an order has been successfully delivered once you’re satisfied that everything has been provided as described.

What happens when the dispute is resolved? ✅

The outcome will depend on the circumstances of the order.

Possible resolutions may include:

• 🔄 The order being corrected or completed
• 🎮 A replacement product or account
• 💸 A full or partial refund
• ✅ The order being confirmed as correctly delivered

If a refund is approved, it will be processed in accordance with our refund policy and the payment method used for the order.

Can I dispute an order after it has been completed?

In many cases, you’ll still have a period of time after completion to raise a dispute if an eligible issue arises.

The available protection period can depend on the product, warranty, and circumstances of the order.

If you experience an issue and the Dispute Order option is no longer available, contact our Support Team and we’ll help determine what options are available. 🙌

You’re protected throughout the process 🌵

Only a small proportion of orders require a dispute, but if something does go wrong, you’re not left to resolve it alone.

Keep your communication and delivery within MitchCactus, provide clear evidence where necessary, and our Resolution Team will step in when required to help ensure the order is resolved fairly and delivered as described. 🛡️

Updated on: 20/10/2026