Dear Mr. Serrano,
Thank you for your message and for providing the associated documentation. After reviewing your case in detail, we would like to offer the following clarification.
First, please note that G2A.COM(www.g2a.com) operates solely as an online marketplace, providing a technological platform that enables independent third‑party, i.e. sellers to offer digital products to buyers and buyers to buy from the sellers.G2A.COMis not the seller, owner, issuer, nor distributorof the digital items listed on the marketplace. Accordingly, the contract of sale is concluded directly between you and the individual seller, who bears exclusive responsibility for the validity and functionality of the key and for any post‑sale actions such as replacements or refunds.
G2A.COM, as a platform provider, is therefore
not authorized to issue refunds or replacements, since we do not possess, generate, or control the keys offered by external sellers.
Multiple submissions:
We would also like to draw your attention to the fact that our internal analysis shows that
you have submitted multiple, duplicative tickets regarding the same matter. While we understand your concern and the desire to resolve the issue, submitting repeated requests unfortunately creates unnecessary backlog, delays response times, and complicates case handling, both for the seller and for our support teams. For efficient processing, we strongly advise maintaining communication within a single ticket.
Status of your dispute with the seller:
Our review further confirms that the
seller has already expressed willingness to issue a refundfor your purchase.
However, the seller is currently unable to process this refund, because you initiated a separate claim through the PayPal Dispute Resolution Center. When a PayPal dispute is open, sellers are legally and procedurally restricted from issuing refunds directly through the marketplace until PayPal closes or resolves the case.
For this reason, we recommend that
any further correspondence and procedural steps be conducted directly with the seller and, where applicable, through PayPal, as the PayPal dispute now governs the transaction until closed.
Customer Support involvement:
Please also be informed that our
Customer Support Department has already been engaged in the matterand is facilitating communication between the parties within the limits of our role as a platform operator. Nevertheless, the effective resolution currently depends on closing or finalizing the PayPal dispute to allow the seller to proceed with the refund they intend to provide.
Closing remarks:
G2A.COMremains committed to ensuring a transparent and secure environment for all marketplace users. While we cannot intervene in the contractual relationship between you and the seller beyond the mechanisms provided by the platform, we will continue to support the process within the scope of our legal and technical authority.
Yours sincerely,
Legal Department
G2A.COM
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