Disputes: how decisions are made and what evidence you need

Your booster or seller didn't meet the terms, and you couldn't sort it out in the chat? Open a dispute. Here's who makes the decision and what evidence you need.

In short. A dispute is a ticket opened from the order page. Don't confirm completion or receipt until the issue is resolved. Add evidence: screenshots, dates, emails from the game. Support makes the decision based on evidence from both sides.

The essentials

Goranked is an intermediary between you and the booster or seller. Until you confirm the result, the money is held on the platform (Secure deal). Support reviews evidence from both sides and makes a decision that is binding on both. Until that decision, no one promises a replacement or a refund.

Conditions

When to contact us. As soon as you notice a problem. Under the terms of use, the warranty period is 14 calendar days after payment. For the account warranty — no later than 72 hours from the moment of the event (Account warranty).

Grounds for a refund:

  • the order wasn't delivered or started within the time stated in the listing, or, if no time is stated, within 24 hours of payment;
  • a confirmed mismatch with the description or the agreed scope;
  • proven fraud: for example, the previous owner took the account back, or the booster used cheats;
  • an error on Goranked's side: a double charge, a technical failure;
  • other cases provided for by law.

What evidence you need:

  • screenshots of the error, ban or mismatch;
  • emails from the game or platform;
  • the date and time of the event — for a warranty claim, this is the moment the block notice first appeared or the email arrived;
  • proof that you changed the password, email and 2FA;
  • your login history;
  • the conversation in the order chat — it counts as evidence for both sides.

Support may ask for more data: launcher or anti-cheat logs, a list of overlays and macros, details about a VPN or proxy. The booster or seller also provides their evidence. If there is no evidence, or you refuse to provide it, the decision may not be in your favor.

What isn't reviewed:

  • problems caused by your own actions: cheats, bots, third-party software, breaking the game's rules, losing access through your own fault;
  • sanctions by the game publisher — they don't automatically entitle you to a refund;
  • a drop in MMR or rank of a purchased account, if you still have access to it;
  • forged evidence;
  • tickets like “Where is my account?”, “Where is my order?”, “How is the boost going?”, as well as incorrect and incomplete submissions — they are closed without review.

Time frames. The ticket form says: “Average response time: 1–3 days”. Support usually replies within a day. An account warranty claim is reviewed within up to 10 business days after support receives all the data.

Possible decisions. Finishing the service, replacing the account with a similar one, a full or partial refund. Money is returned to your site balance as 100% cashback or, if support decides so, to your card (Refunds).

If you don't reply. Don't confirm completion while you still have complaints. If you don't respond, a manager will remind you. If there are no complaints, the order may be closed.

Important. Don't open a chargeback with your bank instead of a ticket. This suspends the review of your support cases and may limit the service available to you.

Examples

  • The boost is delivered, but the rank is lower than agreed. Don't click “Confirm completion”. Ticket topic — “Result does not match terms (rank, LP, etc.)”; add a screenshot of your in-game rank. A possible decision is finishing the work or a partial refund.
  • The previous owner changed the email of the account you bought. Within 72 hours, create a ticket with the topic “Account blocked or login details changed”. Add the email about the change, the date, and proof that you changed the password and 2FA.
  • The account got a ban because of your macros. This is not grounds for a refund.
  • You were charged twice. Contact support within 14 days of the payment date. The extra amount will be refunded.

How to open a dispute

  1. Don't confirm completion or receipt.
  2. Write to the booster or seller in the order chat. Many issues get resolved there.
  3. If that didn't help, click “Create ticket” on the order page. For an account with the “completed” status — in the “Have a question or issue after completion?” row.
  4. Choose a topic, describe what happened in order with dates, and add up to 4 PNG or JPEG files. Describe everything at once: you can add more only after support replies. Click “Send request”.
  5. Answer support's questions.
  6. Once the issue is resolved, click “My problem is solved”.

If you still can't reach an agreement even after support's decision, the terms of use provide for arbitration in Estonia (section 16).

FAQ

Who makes the decision?

Goranked support — based on evidence from both sides.

How long will it take?

A reply to a ticket — usually within a day. Account warranty claims — up to 10 business days. A refund to a card — 5–10 banking days.

I already confirmed completion. Can I still open a dispute?

A confirmation can't be cancelled from your account dashboard. For a purchased account, you can still file a warranty claim after completion — in the “Have a question or issue after completion?” row. In other cases, contact support.

My evidence is a video. How do I send it?

You can only add PNG or JPEG images to a ticket. Mention in the ticket that you have a video — support will tell you how to send it.

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