Refunds — the two windows and your queue

FlipKey.gg's refund policy has two clocks, and which one applies depends on whether the buyer has redeemed what they bought:

• Before redemption — automatic. The buyer self-serves; the license or item is burned/voided on-chain and the card refund goes back down the rail they paid on. Nothing lands on your desk, nothing can have been consumed. For a license this lasts 14 days from purchase, the same on every listing. You can list a license as final sale instead, which turns the automatic refund off; buyers see that before they pay, and a change only applies to new buyers.
• After redemption — your call. Once a key is revealed or an item granted, value may have been consumed, so the request goes to your refund queue for review. Approve and FlipKey.gg executes the refund (your platform fee share is reversed proportionally — you never lose the fee on money you returned); deny with a reason the buyer sees.

Working the queue

Each request shows the purchase, its redemption state, and the buyer's history signals (for example the SteamID attached at redemption — collected for exactly this review). Decisions are audit-logged. Processing the queue needs the refunds role or admin — a dedicated support seat can handle refunds without touching anything else (see Team & Roles).

What this protects

The split matters because it removes the classic grey-market scam: on key sites, "buy → redeem → chargeback" leaves the seller holding nothing. On FlipKey.gg the pre-redemption window is riskless for everyone, and the post-redemption window is a decision made by the party who actually bore the consumption — you.