PlaySwap Cancel and Refund Penalty Policy for Sellers
Modified on: May 21, 2025
At PlaySwap, we strive to maintain a reliable and trustworthy marketplace for all users.
At PlaySwap, we strive to maintain a reliable and trustworthy marketplace for all users. This Cancel and Refund Penalty Policy outlines the consequences for sellers who cancel orders or issue refunds due to their inability to complete orders. Such cancellations or refunds will result in a penalty under our strike system, which is designed to uphold high standards for order fulfillment. This policy applies specifically to sellers and is separate from the broader PlaySwap Penalty Policy for Sellers and Buyers.
Overview of the Strike System
PlaySwap employs a four-strike system to address cancellations and refunds caused by a seller’s inability to complete orders. Examples include out-of-stock items, failure to deliver within the agreed timeframe, or delivering incorrect or damaged items. Cancellations or refunds due to the seller’s inability to fulfill will result in a penalty, with strikes calculated monthly based on the percentage of canceled or refunded orders relative to the seller’s total orders for that month. The strike count resets at the beginning of each calendar month, providing sellers with four strike opportunities per month.
The strike thresholds and consequences are as follows:
Strike 1: Cancellations and/or refunds reach 5% of total orders → Warning.
Strike 2: Cancellations and/or refunds reach 10% of total orders → 50% of seller’s offers hidden or limited on PlaySwap.
Strike 3: Cancellations and/or refunds reach 15% of total orders → 50% of seller’s offers hidden or limited, plus restriction on withdrawing funds.
Strike 4: Cancellations and/or refunds reach 15% or higher of total orders → Permanent account ban, with option to appeal for reinstatement.
Strike System Details
The table below summarizes the strike system, including thresholds, consequences, and additional details for cancellations and refunds due to the seller’s inability to complete orders.
Strike
Threshold
(Cancellations/Refunds ÷ Total Orders)
Consequence
Details
Strike 1
5%
Warning
The seller receives a formal warning via email and the PlaySwap Seller Dashboard, detailing the cancellation or refund issue and recommendations to prevent recurrence (e.g., updating inventory, improving delivery processes). No restrictions are applied.
Strike 2
10%
50% Offer Limitation
50% of the seller’s active offers are hidden or limited on PlaySwap for 30 days (e.g., if a seller has 20 active listings, 10 are hidden). This reduces visibility and sales opportunities. The seller is notified of the limitation and urged to address issues.
Strike 3
15%
50% Offer Limitation + Withdrawal Restriction
50% of the seller’s active offers are hidden or limited for 30 days, and the seller is prevented from withdrawing funds from their PlaySwap balance for 30 days. The seller receives a detailed report and must implement corrective measures.
Strike 4
15% or higher
Permanent Ban
The seller’s account is permanently banned, prohibiting all marketplace activities (e.g., listing offers, accepting orders, withdrawing funds). The seller may appeal for reinstatement by emailing support@playswap.gg.
Additional Policy Details
Penalty Trigger: Cancellations or refunds due to the seller’s inability to complete orders will result in a penalty. Examples include canceling due to out-of stock items, failing to deliver within the agreed timeframe, or issuing refunds for incorrect or damaged items. Cancellations or refunds initiated by buyers for other reasons (e.g., change of mind) do not count toward strikes.
Monthly Strike Reset: Strikes reset at the beginning of each calendar month, offering sellers a fresh start. However, a history of strikes may influence account reviews or reinstatement appeals.
Calculation of Thresholds: The percentage is calculated as the number of canceled or refunded orders (due to the seller’s inability) divided by the total orders placed with the seller in that month. For example, if a seller has 100 orders and 5 are canceled or refunded due to their fault, the ratio is 5%.
Access During Restrictions: During offer limitations or withdrawal restrictions, sellers can still access existing orders, communicate via chat, and complete ongoing transactions to fulfill obligations.
Appeals Process: Sellers banned at Strike 4 may appeal for account reinstatement within 7 days by contacting PlaySwap Support at support@playswap.gg. Appeals must include evidence that the cancellations or refunds were not the seller’s fault (e.g., proof of delivery, buyer error) or a plan to prevent future issues (e.g., improved inventory management).
Fund Withdrawals: Sellers with a PlaySwap balance can request withdrawals during offer limitations (Strikes 2 and 3, except during withdrawal restriction at Strike 3) by contacting support@playswap.gg. For banned sellers (Strike 4), funds may be held for 30–90 days to resolve disputes or cover refunds.
Administration Discretion: PlaySwap reserves the right to:
Verify that cancellations and refunds are due to the seller’s inability to fulfill.
Mitigate or adjust penalties if cancellations or refunds were caused by external factors (e.g., shipping carrier issues).
Conduct mystery shopper checks to assess seller compliance.
Dispute Resolution: Disputes involving cancellations or refunds are reviewed individually. Agreements between buyers and sellers may influence the final decision on responsibility.
Preventing Strikes
To avoid penalties under this policy, sellers should:
Maintain accurate inventory and update listings promptly to prevent out-of-stock cancellations.
Ensure timely delivery within the agreed timeframe and communicate delays proactively to buyers.
Verify that items match listing descriptions to avoid refunds due to incorrect or damaged products.
Respond to buyer inquiries within 24–48 hours to address concerns and prevent disputes.
Contact Us
For questions or assistance with this policy, contact PlaySwap Support at support@playswap.gg or through the Seller Dashboard’s live chat. Our team is dedicated to supporting sellers in maintaining a positive presence on PlaySwap.
