Check the order as soon as it arrives
Compare every card with the listing: printing, language, condition, and quantity. Keep the shipping package and label. Record a video while opening the parcel, and take clear photos of any issue.
Send a report
- Sign in and open Market → My Market → Orders. Select the delivered order.
- Use Report a problem on the order page. The report option is available for 48 hours after the carrier marks the order delivered.
- Describe what is wrong and select the affected cards and quantities.
- Choose the resolution you are requesting, refund for affected cards or a replacement shipment. Attach an unboxing video and relevant photos, then send the report.
What happens next
The seller can respond to your report. Our team reviews the report and evidence from both sides, then shares the outcome on the order page. Keep messages and evidence with the order so both sides can refer to the same details.
If you can’t send a report
The order may not be marked delivered yet, the 48-hour reporting period may have ended, or you may already have sent a report. Email support@vivreplay.com or WhatsApp +62 878-9266-0993 with the order number and a short description. The Refund Policy explains how we review requests.
Evidence checklist
- An unboxing video showing the parcel being opened and its contents.
- Clear photos of affected cards and the shipping packaging or label, when relevant.
- The card names and quantities affected.
- A concise description that matches the evidence.
Include the order number or card code so we can see the context.
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