⚠️ Important Notice
Delivery should only occur after verifying that a New Order has been received.Regardless of any payment proof provided by the buyer, do not deliver without a confirmed New Order.
If the buyer insists that payment has been made, kindly advise them to contact G2G Support for assistance.
Do not deliver if the order status is still "Unpaid" or "Verifying Payment".
Sell Order Status (New System UI)
| For Seller | Order Status | Description |
|---|---|---|
| Do not Trade/Deliver | Unpaid | Order placed, awaiting payment. |
| Verifying Payment | Payment in process, verification pending. | |
| Can proceed to Trade/Deliver | Preparing | Payment confirmed, awaiting seller's initiation. |
| Delivering | Delivery in progress. | |
| Other Order Status | Completed | Order successfully fulfilled. |
| Cancelled | Order cancelled, no further action required. | |
| Resolution | Order under review due to dispute. |
Order Flow and Cancellation Rules
New Order / Paid | Preparing
When a new order is placed, the status appears as either “New Order” or “Paid | Preparing”, indicating the seller has not yet viewed the delivery details.If the buyer requests cancellation at this stage, the order will be cancelled immediately.
View Delivery Details
When the seller clicks “View Now” or “View Delivery Details,” they will see the general delivery info (excluding Character ID).If the buyer requests cancellation, the seller has 6 hours to respond.
The seller may accept or reject the request.
To reject, a valid written reason or image proof must be provided.
If the order is not moved to “Preparing” within 48 hours, the system will automatically cancel it and issue a refund.
Start Deliver / Start Trading
When the seller clicks “Start Deliver” or “Start Trading,” the order status will change to “Delivering”.The Character ID will be visible, and the seller must either fill in the delivered quantity or submit the account info.
If the buyer requests cancellation, the seller has 48 hours to respond.
To reject, the seller must submit a valid reason or image proof.
In urgent cases, G2G may override the system to manually cancel an order if needed.
After Seller Confirms Delivery
Once delivery is confirmed by the seller, the buyer can no longer request cancellation.However, the buyer may still escalate the issue if no agreement is reached.
Sellers are required to upload all delivery proof.
Order Completed
After the buyer confirms receipt of all items, the order status will update to “Completed”.If a partial refund is issued after a seller accepts cancellation for a partially delivered order, the status will still be shown as “Completed.”
Gift Card Orders
Gift card delivery is instant.If the payment fails, the system will automatically cancel the order.
Issue Escalation & Delivery Proof
Communication between buyer and seller must take place via the G2G chat system.
If no resolution is reached within 48 hours, the buyer may escalate the issue using the “Escalate” button.
Only the buyer can escalate through the system.
The seller must upload all relevant delivery proof to the sell order.
Once escalated, the sell order page will reflect updated status and G2G will begin investigation.
Order Cancellation Requests
When a buyer requests order cancellation, the seller will be notified via email and G2G’s internal notification system.
The seller is given a specific timeframe to respond to the cancellation request.
Please refer to the Sell Order Status section above for timing guidelines.
If the seller fails to respond in time, the system will cancel the order automatically.
If the cancellation is rejected by the seller or withdrawn by the buyer, the buyer must wait 1 hour before submitting another cancellation request.