Handling Digital Code Disputes: A Seller’s Evidence Checklist
Trace a missing or rejected code from payment to delivery and record the evidence without exposing customer credentials.
Start with the order number, product edition, exact error message and the time of the attempt. Ask the buyer to mask the key and email address in screenshots. Never ask them to post their retrieval password in a public channel.
| Report | First check | Evidence to retain |
|---|---|---|
| Paid but cannot find the key | Match payment and delivery status; direct the buyer to order lookup | Order timeline and retrieval outcome |
| Key rejected at activation | Compare region, edition and validity period against the listing | Masked error message and timestamp |
| Wrong edition received | Match the ordered product to the stock batch | Product description, batch and affected quantity |
Close the loop
Open the order in the merchant dashboard. Check whether payment is pending, confirmed or already followed by delivery. For a delivered order, match the quantity to the items issued before considering a replacement. A lost delivery link often needs only a lookup.
Record the evidence, action taken and outcome under buyer complaints. For example, note that a monthly license failed a region check, what the listing promised and whether the buyer confirmed a resolution. Keep any replacement or refund connected to its original order. See the store’s refund and support guidance.
Frequently asked questions
Should I send another key immediately?
Check whether the original delivery can be retrieved first.
