G2G Support Center

Understanding Your Order Status & Cancellations

SH Yin

Modified on: Fri, 7 Mar, 2025 at 6:32 PM

Tracking Your Order:

Go to "Purchase Orders" and select the relevant product page.
Use the progress indicator on your order details page to track the status.
Confirm receipt of the order within 3 days of full delivery to avoid automatic completion.

Order Status Indicators:

Status	Indicator	Require seller approval for order cancellation?
Order Placed	An order has been placed, pending for payment confirmation
To Pay	Payment has not been made Payment has been declined or unsuccessful Pending for payment clearance by the bank or payment processor Payment being reviewed by the payment processor
Paid	Payment has been made Waiting for buyer to complete verification or EKYC (if required)
Preparing	Seller has viewed the general delivery info (eg: server name, quantity etc, EXCEPT character ID)	✔
Prepared	Seller has viewed character ID / Steam Link (or details related to the actual recipient in-game) and is ready for delivery.	✔
Delivering	Seller is in the process of delivering A partial delivery has been made	✔
Delivered	Seller has fully delivered the order Waiting for buyer to confirm order as received
Completed	Buyer has confirmed the order as received, and release the payment to the seller System has automatically completed the order 3 days after full delivery has been made
Cancelled	Order has been cancelled. If there is any deduction to the account, the bank will restore the amount in 1-14 days. Learn about Authorization Hold

Order Cancellations & Refunds:

Seller approval is required for cancellations in "Preparing" or "Delivering" status to account for seller resources.
Cancellation approval timeframes:
- Preparing/Prepared: 48 hours.
- Delivering: 48 hours.
If the seller doesn't respond within the timeframe, the order is automatically cancelled and refunded.
Refund delays are due to needing seller approval to cancel, to protect sellers from financial loss.

Finding Your Purchase Orders:

Go to the Menu and select "Purchase Orders."
Select the appropriate link for your order type (Top Up, Gift Cards, etc.).