How to Offer a Replacement
If a customer reports an issue with an account or other eligible product, the issue should be treated as urgent.
Sellers should respond within 12 hours and generally work toward a full resolution within 24 hours, unless another timeframe has been agreed with the customer or our Resolution Team.
The goal is to resolve the problem quickly and avoid leaving the customer with an unusable product.
Step-by-Step Guide
1. Confirm the Issue
Start by acknowledging the customer's complaint and checking what has gone wrong.
- Verify the issue as quickly as possible
- Check whether the original product can be fixed
- Ask for any screenshots or information needed
- Keep communication in the MitchCactus order chat
Do not unnecessarily delay the process.
2. Offer a Replacement or Refund
If the original product cannot be fixed, give the customer a clear choice between:
- 🔄 A suitable replacement
- 💸 An eligible refund
Example Message
Sorry for the trouble! I can either arrange a replacement account for you or issue a refund to your store credit balance. Which would you prefer?
If They Choose a Replacement
Do | Don't |
|---|---|
Offer one or more suitable replacement options | Send random replacement credentials without explanation |
Make sure the replacement is reasonably comparable to the original purchase | Offer something clearly lower in value or quality |
Confirm the customer is happy with the option before completing delivery | Pressure the customer into accepting a replacement |
Deliver the replacement through the MitchCactus order chat | Move the resolution off-platform |
Confirm the replacement works correctly | Mark the issue resolved before confirming access |
If multiple suitable replacements are available, give the customer options where practical and allow them to choose.
If none of the available replacements are suitable, proceed with a refund instead.
If They Choose a Refund
Do | Don't |
|---|---|
Confirm that the customer wants a refund | Continue pushing a replacement after they've declined |
Cooperate with the applicable refund or dispute process | Delay the refund without a genuine reason |
Provide any information requested by MitchCactus | Attempt to handle the refund outside MitchCactus |
Keep the customer updated until the issue is resolved | Leave the customer waiting without communication |
Where MitchCactus needs to process the refund directly, the seller should cooperate with the Support or Resolution Team so the order can be closed correctly.
Never Hold a Customer's Money
A replacement is an option, not something the customer should be forced to accept.
If the customer is eligible for a refund and does not want a replacement, do not delay the resolution, keep the order open unnecessarily, or pressure them into choosing another product.
The priority should be to resolve the issue fairly and as quickly as possible.
Keep Everything on MitchCactus
All communication relating to the issue, replacement, or refund should remain within the MitchCactus order chat.
This creates a clear record of what happened and allows our Resolution Team to review the case if needed.
Updated on: 20/10/2026
Thank you!