To protect user rights and standardize the after-sales process, Vieacc.com establishes the following after-sales instructions for digital goods, account-based products, gift card products, and related services sold on this site. Users should carefully read these instructions before placing an order, making a payment, receiving, checking, or using a product.
1. Scope of After-Sales Service
Vieacc.com provides after-sales support for orders that meet the specified conditions. The scope of after-sales service generally includes, but is not limited to:
- Payment is successful but the order is not displayed normally or not delivered normally;
- Password error is prompted upon first login, or the account is clearly abnormal;
- The product significantly does not match the page description;
- Abnormal automatic delivery results, abnormal display of card codes/keys, abnormal order status;
- Manually processed products are not delivered within a reasonable timeframe;
- Other situations confirmed by customer service verification to be the platform's responsibility or a product issue itself.
2. After-Sales Application Timeframe
Digital goods, account-based products, and gift card products have time sensitivity and specific characteristics. Users should verify the product content as soon as possible after receiving it and submit an after-sales application within the timeframe specified on the product page or by customer service.
If a user fails to verify the product for an extended period or reports an issue after the after-sales period has expired, the platform reserves the right to decide whether to proceed with processing based on the specific order circumstances.
3. After-Sales Handling Methods
For orders that meet the after-sales conditions, Vieacc.com will adopt methods including but not limited to the following, based on the product type, nature of the issue, verification results, and actual circumstances:
- Replacement delivery;
- Exchange;
- Correction of order details;
- Partial refund;
- Full order refund;
- Provision of other reasonable solutions.
The specific handling method shall be subject to the customer service verification results and the final judgment of the platform.
4. Situations Typically Not Covered by After-Sales Service
- Refund or exchange requests made after the user has successfully logged in, used, redeemed, bound, modified information, or consumed the product content;
- Issues caused by the user's personal misunderstanding, ordering the wrong product, selecting the wrong specification, or filling in incorrect information;
- Issues caused by the user's device, system version, network environment, regional restrictions, or third-party platform risk controls;
- Issues arising after the user has personally modified the password, email, security questions, binding information, etc.;
- Issues caused by sharing, reselling, renting, distributing, unauthorized use, malicious chargebacks, or other improper conduct;
- Card codes/keys, gift cards, top-up cards, etc., that have been queried, used, redeemed, bound, or consumed;
- Products explicitly marked on the page as "No after-sales support," "Special product," or "Non-refundable and non-exchangeable upon sale," except as otherwise provided by law.
5. Required Materials for After-Sales Application
To improve processing efficiency, users are requested to provide the following information when applying for after-sales service:
- Order number;
- Order email or account information;
- Description of the issue;
- Relevant screenshots or screen recordings;
- Other auxiliary verification materials requested by customer service when necessary.
If the user cannot provide basic order information or necessary verification materials, the platform may be unable to complete the after-sales verification.
6. Customer Service Processing Timeframe
Issues related to automatic delivery are typically prioritized. Processing time for manual after-sales, disputed orders, and orders requiring further verification may vary depending on the complexity of the issue, customer service queue volume, holiday schedules, and response times from third-party platforms.
Users are advised to communicate patiently through official channels and avoid duplicate submissions, malicious follow-ups, or use of abusive language that may affect processing efficiency.
7. Special Notes
Vieacc.com reserves the right to review, verify, interpret, and make final decisions regarding after-sales applications. If a user is found to have engaged in false feedback, malicious refund requests, forged screenshots, duplicate claims, exploiting rules for profit, malicious attacks on the system, or other similar behaviors, the platform has the right to refuse after-sales service, restrict services, retain relevant evidence, and pursue corresponding legal responsibilities.
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