How To Offer A Replacement To Buyers?

If a buyer reports that their account isn’t working, was compromised, or can’t be accessed, here’s how to handle it quickly and professionally.

1. Confirm the Problem

Start by acknowledging the buyer’s message politely and check the issue right away. Don’t let it sit — treat every report as urgent. Even though sellers technically have 24 hours to fix the problem, aim to resolve it as soon as possible so the buyer isn’t left waiting with a broken or unusable account.

2. Give the Buyer a Choice

Once you’ve confirmed there’s an issue, ask the buyer whether they’d like a replacement account or a refund as store credit.

📝 Example message:
“Hey! Sorry about the issue with your account. Would you prefer a replacement from my store, or would you like a refund in store credit instead?”
This gives the buyer control and shows that you care about resolving it fairly.

3. If They Choose a Replacement

Share a few links to other accounts you currently have listed so they can choose one they like.
✅ What to do: Send 2–3 listing links that match the type of account they bought.
❌ What not to do: Never send random login details directly in chat — replacements must be chosen through proper listings.
If none of the options work for them, issue a refund instead of trying to push another sale.
⚠️ Important: Never pressure a buyer into accepting a replacement. If they’d rather have their money back, process the refund immediately. Trying to force a replacement can damage your reputation and future sales.

4. If They Prefer a Refund

Process the refund to store credit right away — don’t delay it.
If the buyer asks for a refund to their original payment method, let them know they can request it by opening a ticket with 1v9 Support.
Always end the conversation politely. Thank them for their patience and let them know they’re welcome to browse your listings again anytime.

Handling replacements quickly and respectfully builds trust and keeps your buyers happy — which ultimately helps you grow a stronger reputation as a seller on 1v9.gg.