tsunanaaAdminWhere your receipt is
Your orders. Every order has a reference number,
and the order page is reachable with that number.
Keep the number. Every conversation about a payment starts with it, and
without it we are searching by guesswork.
Order says paid, rank did not arrive
That is a delivery failure, not a payment problem. There is a separate thread
— Rank not arrived — with what to check and what to send us. Staff can see
failed deliveries directly and re-run them.
Money left your account, order says awaiting payment
Tell us the same day, with the order number and roughly when you paid.
This is the one case where waiting makes things harder rather than easier. A
payment that confirmed late usually resolves itself; one that did not confirm
at all needs to be looked at while the record is fresh.
Wrong Minecraft name at checkout
Fixable while the rank has not been used. Order number to Discord, and say
what the name should be.
Once a rank has been applied to an account and used, moving it is not
something we can do — ranks are tied to the account they were delivered to.
That is a fact about how delivery works, not a policy we chose to be strict
about.
Refunds
A delivered rank is not returnable. It applies to your account
immediately, and there is no meaningful way to un-apply it. We would rather
say that here than have it be a surprise.
A failed delivery is different. If you paid and did not get the thing,
that gets sorted out — that is not a refund question, it is a delivery
question.
A charge you do not recognise is worth raising immediately, with the date
and amount.
What buying does not get you
Ranks and keys. Not staff roles, not exceptions to the rules, not an advantage
in a fight. If something in the store looks like it buys you a fight, tell us —
that would be a mistake on our side.
Chargebacks
If you open a chargeback, the account loses its ranks — not as a punishment,
but because the payment that created them was reversed. If something went
wrong, talk to us first. We would much rather fix it than have a bank decide
it.