> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gameboost.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Offer a Replacement

> This article covers how partners should handle account issues and offer replacements or refunds to customers.

<Card title="Remember:" type="warning">
  These steps should be treated as urgent. While partners have 24 hours to provide a solution per the [GameBoost Seller Rules](https://docs.gameboost.com/documentation/for-sellers/seller-guide), the goal is to resolve the issue immediately. Customers should not be left waiting after purchasing an unusable account.
</Card>

***

# Step By Step Guide

<Steps>
  <Step title="Confirm the issue" titleSize="h3">
    * Politely acknowledge the customer’s complaint.
    * Verify the account issue as quickly as possible.
    * **Do not delay.** This must be treated as **urgent.**
  </Step>

  <Step title="Offer a replacement or store credit refund">
    Partners should ask the customer directly which they would prefer:

    * A **replacement account**.
    * A **refund to store credit**.

    <Note>
      Example message: \
      \
      “Sorry for the trouble! Would you like me to offer you a replacement account, or would you prefer a refund to your store credit balance?”
    </Note>
  </Step>
</Steps>

<Columns cols={2}>
  <Column>
    ## If they Choose a Replacement

    <Check>
      Partners should send the customer several links to accounts currently available in their store.
    </Check>

    * ✅ **Do:** Provide several store links so the customer can browse and choose what they like.

    * ❌ **Do NOT:** Send the customer random account credentials in the order chat.

    * Wait for the customer to pick the one they want.

    * If they **don’t like any of the options**, proceed with a **refund to store credit** instead.
  </Column>

  <Column>
    ## If they choose a refund

    <Check>
      Process the **store credit refund immediately** without delay.
    </Check>

    * If the customer asks for refund back to **payment provider**, let them know to **open a ticket with GameBoost Customer Support**. That’s the only way for the customer to request it.
    * Politely thank them for their patience and let them know they’re welcome to browse again anytime.
  </Column>
</Columns>

<Danger>
  Never “**hold**” the customer’s money or pressure them into a replacement. If they don’t want one, refund them. Forcing a sale can make you lose a customer permanently.
</Danger>

***