Disputes & Refunds

Learn how to handle user disputes and process refunds for VX Shop purchases.

Understanding Disputes

Users can report issues with their VX purchases if they believe something went wrong. As a creator, you must respond to and resolve all disputes to maintain your CPP standing.

Viewing Disputes

Access disputes from your game’s management page:

1. Navigate to your game on Verse8
2. Go to Manage → VX Shop tab
3. View the Disputes section

All user-submitted reports will appear here.

Dispute Resolution Options

When handling a dispute, you have three resolution options:

1. Mark as Resolved

Use this when:

• You’ve fixed the issue
• The user received their purchase correctly
• The problem was resolved through communication

The dispute is closed without refunding.

2. Mark as Ignored

Use this when:

• The report is spam or invalid
• No actual issue exists
• User’s claim is unfounded

3. Refund & Resolve

Use this when:

• The purchase didn’t work correctly
• You cannot fix the issue
• User deserves their VX back

This refunds the user’s VX and closes the dispute.

Responding to Disputes

Always include a response message when resolving disputes:

• Explain what went wrong
• Describe what you’ve done to fix it
• Be professional and helpful
• Apologize if appropriate

Good communication prevents future disputes and maintains user trust.

Refunding Purchases

You can refund purchases in two ways:

Method 1: Through Disputes Tab

1. Go to VX Shop → Disputes
2. Select the dispute
3. Choose Refund & Resolve
4. Add a message explaining the refund
5. Confirm

Method 2: Through Sales History

1. Go to VX Shop → Sales History
2. Find the purchase transaction
3. Click the refund option
4. Confirm the refund

Handling Multiple Disputes

If you notice multiple disputes:

1. Immediately pause sales

   • Go to your product in VX Shop
   • Toggle Active to OFF
   • This stops new purchases

2. Investigate the issue

   • Review your purchase implementation code
   • Test the purchase flow thoroughly
   • Check server logs for errors

3. Fix the problem

   • Update your code
   • Deploy the fix
   • Test extensively

4. Refund affected users

   • Use Sales History to find all affected purchases
   • Proactively refund users who experienced issues
   • Send apologetic messages

5. Re-enable sales

   • Only after confirming everything works
   • Monitor closely for new issues

Best Practices

Prevent Disputes

• Test purchases thoroughly before launch
• Verify items are granted correctly
• Handle edge cases and errors gracefully
• Monitor for issues regularly

Quick Response

• Check disputes daily
• Respond within 24 hours
• Be professional and empathetic
• Resolve promptly

Quality Assurance

• Manual review of payment code (not just vibe coding)
• Test with real VX purchases
• Monitor user feedback
• Fix issues immediately

Communication

• Clear product descriptions
• Accurate pricing
• Honest about what users receive
• Transparent about any issues

Example Response Messages

When Fixing an Issue

Thank you for reporting this issue. We've identified and fixed the problem. 
Your premium status has been activated. We apologize for the inconvenience!

When Refunding

We sincerely apologize for the issue with your purchase. We've refunded your VX 
and are working to fix the problem. Thank you for your patience and understanding.

When Issue Was Resolved

We've checked your account and confirmed your purchase was processed correctly. 
Your items are now in your inventory. If you still have issues, please let us know!

Monitoring Your Status

Regularly check:

• Active Disputes: Respond to all within 24 hours
• Dispute Rate: Keep below 5% of total sales
• Refund Rate: Monitor for patterns
• User Feedback: Look for common issues

High dispute or refund rates indicate problems that need immediate attention.

Getting Help

If you’re unsure how to handle a dispute:

• Review your implementation against documentation
• Test your purchase flow again
• When in doubt, refund and fix
• Contact Verse8 support if needed

Your reputation as a creator depends on providing reliable monetization. Take all disputes seriously and resolve them promptly.