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Handling Silent Customers

Buyers sometimes go quiet. The correct response depends on when it happens.

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After Delivery

This is the most common case and usually requires no action. If the buyer does not confirm delivery, the order auto-completes after 24 hours. After auto-complete, earnings move to the pending balance as normal.

Recommended approach:

  • One follow up message is enough
  • Repeated messages to push confirmation should be avoided
  • Waiting for auto-complete is the standard process

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During an Active Issue or Dispute

If a buyer reports a problem and then stops responding:
1

Send one follow-up message

A single clear message should be sent in order chat confirming readiness to help and asking how the buyer wants to proceed.
Hi, support is available to resolve this. Please confirm how to proceed. If there is no response within 12 hours, the case will be flagged to support for review
2

Keep Records

Delivery proof, messages, and timeline should be kept. If the case becomes a dispute, this is the evidence used for review.
3

Allow time for a response

A response window of 12 to 24 hours should be allowed after the follow up message, since time zones vary.
4

Contact GameBoost support if needed

If a dispute is open and the buyer stops responding entirely, a support ticket should be opened with:
  • Order ID
  • Short summary of events
  • Complete and relevant proof
Even if the buyer is unresponsive, do not close the chat, alter the order, or take any action outside the platform. All actions must go through GameBoost’s official channels.

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Before Delivery

Sometimes delivery requires missing details (region, platform, in game name) and the buyer does not respond.
1
One message clearly stating what information is needed and why
2
Wait at least 12 hours before following up
3
If the delivery deadline is approaching, a final message should be sent stating delivery cannot be completed without the required info
4
If the delivery deadline is at risk, contact GameBoost support with the order ID before the deadline passes
If certain details are always required, those details should be stated in the listing description or required fields to reduce back and forth.

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After Auto-Complete

If the order has already auto-completed and the buyer reports an issue later:
1
  • Check whether the issue falls within listing’s warranty period
2
3
  • If it’s outside the warranty period, let the buyer know politely and direct them to GameBoost support if needed

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Quick Reference

Related: How to Offer a Replacement · Partner Order Disputes · General Partner Rules