As a vendor, you are responsible for managing refunds and warranty requests related to your products and games. You have control over approving or declining refund requests in accordance with your stated refund policy.
As platform administrators, we monitor transactions and may review cases when necessary to ensure fairness, transparency, and compliance with marketplace guidelines. Our goal is to support both vendors and customers while maintaining a trustworthy environment for everyone.
Whether you are a large development company, a small studio or an independent developer, please know that we deeply respect the passion, creativity, and hard work you put into your productions. We genuinely value your games and are proud to have you as part of our growing community, our family.
At the same time, the creative world — especially in gaming — involves many variables. Occasionally, customer expectations may differ from the creator’s original vision, and this can sometimes lead to refund requests.
You can customise your RMA for all products and then set a specific RMA for each product, overriding your general RMA. To set your general RMA please go to your Vendor Dashboard – Settings – RMA. From there, you can set your warranty, name it, set the warranty length and select possible refund reason options the customer may choose from.
You can also modify your warranty for every single product based on your needs, from each product’s editing page, without changing the general warranty you set.
So you have full control over your warranty, because some products may require a specific warranty, longer, lifetime or even not included (like a free demo for instance). Despite this, and in the case of games released for sale, we don’t approve games with a warranty shorter than 7 days, to maintain a trustworthy environment, even for our and your customers. So please consider including the warranty and set a minimum period of 7 days.
From your vendor dashboard, you can check if someone has requested a refund. The refund will be processed from our platform through Stripe Express. To process your refund, go to your Vendor Dashboard – Request and Return. Here you have the options to chat with your customer, then change the status of the request.
