When a buyer reports a problem, you get a notification and the case appears in your support area. The reason is one of: item not received, wrong item, not working, not as described, or other.
You can reply on the case and attach a screenshot. So can the buyer, and so can our team. The decision is made by CubieMart — refund the buyer, release the money to you, or reject the claim — and both sides are notified with the reason.
What makes a case close in your favour
- Reply, and reply with evidence. A screenshot of your delivery, the provider's confirmation, or the code's activation record.
- Offer a replacement where one is possible. That closes most cases without anyone losing.
- Silence helps nobody. A case that nobody answers still gets decided, and the record is all our team has to go on.
- The refund, if there is one, is the amount the buyer actually paid for that line — not the listed price.
The best defence is a listing that is accurate about region, platform and what is included. Most disputes are really a listing that promised something it did not say plainly.