Help
Disputes & claims
A one-pager on what to do when something goes sideways. Detailed contractual rules are in the Terms and the Shipping Policy.
Email us first
If a transaction looks wrong — wrong amount credited, missing shipment, card arrived damaged — please email support@ripvault.gg before you take any other action. Nearly every case we see is easier for both sides to resolve through support than through your bank.
Charge-backs filed without first contacting us are a breach of the Terms (§11) and typically result in account suspension, even if the underlying complaint would have been honoured.
Shipment damage
Report transit damage within 14 days of carrier delivery. Please include:
- A photo of the outer mailer.
- A photo of the top-loader / inner packaging.
- A photo of the front and back of the card.
- Your RipVault account email and the shipment request ID.
Based on the damage and the card’s value we may (a) re-source and re-ship the same card at no cost, (b) reverse the shipment — restoring the Virtual Item to your collection and refunding the 500-coin shipping fee, or (c) credit the card’s sell-back value in coins.
Wrong address / undeliverable
If a package returns to us as undeliverable because the address on your profile was wrong, we’ll email you so you can update Settings. A re-ship requires a fresh 500-coin shipping fee — the original fee is not refunded because the service was rendered (we sourced + packed + labeled).
Carrier says delivered but I didn’t get it
Start with the carrier — file a missing-package claim and get the claim number. Forward the claim confirmation to support. Carrier claim outcomes drive what we can do on our side.
Wallet discrepancies
Email support with the transaction ID (you can find it on the activity page) and what you expected to see vs. what you see. We run a nightly reconciliation job; if drift exists, the audit log will show it and we’ll correct it.
Deposit disputes
If a deposit did not credit within 10 minutes of a successful Square charge, email support with the Square receipt number. Deposits are webhook-driven; transient webhook failures are the most common cause and are resolved by a manual re-credit on our side.
Response time
We target a first response within one business day. Complex shipment claims (especially ones that depend on a carrier investigation) can take up to a week to close out.