Trust & Integrity
How disputes resolve, what verification means for the sellers you buy from, how repeat offenders lose selling rights, and the rules that keep listings honest.
Overview
Trust mechanics evolve. Categories occasionally add or revise category-specific rules (like price floors and label vocabularies) as the market shifts, and individual cases that fall outside the rules below are reviewed manually rather than auto-decided. Section content reflects the current policy.
Disputes
When a buyer raises an issue on a paid order, the funds are placed on hold and the dispute opens. Buyer and seller get a short window to resolve directly. If they cannot, the case escalates to igitems staff for mediation.
Direct resolution window
The first 24 hours are reserved for the buyer and seller to settle the issue between themselves. Funds stay frozen on igitems for the entire window. Most disputes are resolved here without staff involvement.
Escalation triggers
The dispute moves to staff mediation automatically when any of these happen:
- No activity on the dispute for 3 days.
- No seller update within 24 hours of the dispute opening.
- Bank chargeback received against the order.
Either party can also manually escalate the dispute to staff at any time.
Resolution paths
Every dispute closes one of three ways:
- Seller resolves directly. Order approved, payout proceeds, cooperation rating recorded as 5.
- Compromise. Agreed terms apply (partial refund, replacement, alternative item). No preset penalty.
- Unresolved or non-cooperative. Full refund issued to the buyer, negative review recorded, and a dispute fee charged to the seller. The fee structure keeps the cost of failed orders on the party responsible.
Chargebacks
A bank chargeback opens a dispute automatically and freezes funds the same way. When delivery evidence supports the seller, igitems contests the chargeback with the bank on the seller's behalf.
Buyers who issue chargebacks after receiving the item or after a refund forfeit account standing and face potential legal consequences.
Appeals and edge cases
If you disagree with a resolution or believe the system reached the wrong outcome, contact LiveChat or write to support@igitems.com. Both routes reach the same reviewers. Edge cases that fall outside the rules above are handled case-by-case.
※Each dispute feeds two signals on the seller's profile: the cooperation track that contributes to their Community Rating, and their separate Dispute Rating tile.
Verification
Verification is the platform-confirmed identity check that sits behind a seller's verified badge. Unverified sellers operate under hard caps designed to protect you from anonymous high-value listings. The identity flow is the same one buyers spending over $400 on a single order also complete.
What it changes for buyers
Unverified sellers are limited to 2 offers, each capped at $100. Verification immediately lifts the offer limit and lets the seller start leveling up. As they climb through levels, the per-offer price ceiling rises, reaching unlimited at the top tier.
Three-Strike System
The platform tracks rule violations as warnings against seller accounts. Three concurrent active warnings revoke the seller's right to list new offers permanently. Individual warnings expire over time so a one-off mistake doesn't permanently mark a seller. The three-strike threshold ensures repeat rule violations still end in account-level consequences.
Once the limitation is imposed, the seller's account:
- Cannot list new offers.
- Must continue accessing dispute flows to resolve any in-flight issues.
- Can withdraw remaining funds, with a delay applied.
- Auto-suspends entirely six months after the limitation is imposed.
※Fraudulent activity or other severe violations bypass the three-strike system entirely and result in an immediate ban.
Listing Integrity
Two rules keep what sellers list aligned with what buyers receive. Enforced through warnings and refund rights.
Full account access required
Account sales must transfer Full Access (FA) to the buyer, including control of the email tied to the account. Email access is part of what Full Access means, not an optional add-on. Two seller-invented terms are banned outright:
- SFA (Semi Full Access) is not a real access tier. It implies less than FA, which is not allowed.
- NFA (No Full Access) is explicitly prohibited.
A buyer who receives an SFA or NFA account is entitled to a refund without further explanation.
Accuracy of listing claims
Every claim a listing makes must reflect the actual state of what the buyer receives. Misuse triggers warnings and entitles the buyer to a refund.
- 1Upgrade state
In Clash of Clans this is the Full-Max / Near-Max / Semi-Max taxonomy. Other categories use their own conventions, but the principle is identical: labels are factual claims, not marketing language.
- 2Attribute chips
The smart-tag chips on each card (level, town hall, capital hall, troops, and similar) must match the actual values on the account. Inflated or false attributes are not allowed.
- 3Login
Delivered credentials must actually work and grant the access type promised. Stale, broken, or incorrect credentials are immediate grounds for a refund.
- 4Email access
When the listing includes email control (required for Full Access), the email account must be accessible to the buyer with no seller-controlled recovery still attached.