Order Delivery Proof Requirements

To ensure the transparency and integrity of the transaction process, sellers are required to provide relevant delivery proofs based on the following requirements to verify that the sold products and services match the description, title, and specifications, and that the ownership of the delivered product is clear and accurate.

Below are the proof requirements for different product types:

1. Account Products Delivery Proof:

- Login or Usage Process Recording: SSellers must provide a complete screen recording video showing the entire account login process without any edits, cuts, or compositing, ensuring that the login and delivery process flows continuously in one unbroken video.

The video should include the following sections:

    A. Display of the login screen, ensuring the provided account matches the one described in the listing.

    B. Entering the game or software interface to confirm that the account’s content matches the listed details (e.g., in-game currency, level, equipment, subscription validity, social media account followers, likes, and views).

    C. The recording must be complete and clear, with no obscured or cut content.

- Screenshots and Detailed Information: In addition to the recording, the seller should also attach clear screenshots or other images that verify the product’s authenticity. For example, character data, item information, etc.

For transactions involving account ownership transfer, the evidence provided should demonstrate that the account ownership has been fully transferred to the buyer. The seller can provide a comparison of account information, ensuring that the email address, phone number, or other verifiable non-personal information associated with the account has been changed to match the buyer’s requirements.

2. In-Game Currency Delivery Proof:

- Game Gold Delivery Screenshots/Recording: Whether the transaction is done via in-game mail, face-to-face trade, or auction house, the seller must provide an in-game trading screenshot or process recording that shows the character name, amount of gold, and delivery time. The recording should include the full delivery process to ensure the delivery is valid.

- In-Game Balance Screenshot: Provide before-and-after screenshots of the in-game virtual currency balance to ensure the delivery amount matches the product description.

- Delivery Confirmation Screenshot: If there is a delivery confirmation email or system prompt, the seller can provide related screenshots to confirm the delivery has been completed.

3. Recharge/Top-Up Delivery Proof:

- Recharge Process Screenshot/Recording: Provide screenshots of the in-game recharge record or a process recording that shows the character name, recharge amount, and recharge time. The recording must include the full display of the recharge interface to ensure the process is valid.

- Recharge Confirmation Information: Provide a confirmation screenshot or email showing that the recharge was successful and the amount has been credited.

- In-Game Recharge Balance Screenshot: Provide screenshots of the account balance before and after recharge, or screenshots of in-game notifications confirming the recharge success.

For recharge products with specific requirements, the seller must also provide proof of the recharge channel, showing how the recharge was conducted.

4. In-Game Item Delivery Proof:

- Item Transaction Screenshot/Recording: Provide a screenshot or recording of the in-game delivery interface, showing the character name, item name, quantity, and the complete delivery process. The item should match the content mentioned in the product description and title.

- Item Delivery Proof: Provide a screenshot or delivery record showing that the item has been successfully delivered to the buyer’s account.

- Item/Equipment Detail Screenshot: For special items or equipment, the seller can provide detailed screenshots showing their attributes, confirming they match the description.

5. Video Game License or Content Delivery Proof(e.g., full games, DLC packs):

- Game Activation Code Purchase Proof: If the transaction involves an activation code or serial number, the seller should provide a screenshot showing how the activation code was obtained and through which channel. If the game shows the activation status of the code, sellers may provide a screenshot or recording proving the code is unused.

- Purchase/Activation Record Screenshot: If the seller purchased a game bundle for the buyer, they should provide a screenshot of the purchase or activation record, ensuring the purchased game has been correctly displayed and activated in the buyer’s game account.

- Game Account Screenshot: If the transaction involves binding the game license to a specific account, the seller should provide a screenshot of that account showing the successfully bound and activated game.

6. Gift Card Delivery Proof:

- Physical Gift Card Code Screenshot/Recording: Provide a clear screenshot or photo of the gift card number or activation code, ensuring its information is correct.

- Activation Process Recording: If the gift card needs to be activated online by the seller, provide a complete recording of the activation process, showing the results after the activation code is entered. Ensure that the gift card has been correctly redeemed to the buyer's account.

For certain products with special requirements, sellers may need to provide proof of purchase, showing how and where the gift card was obtained.

7. Game Service Delivery Proof:

- Game/Software Level and Progress Screenshot: Provide screenshots of the buyer’s account showing the game level or progress before and after the service is completed, ensuring that the service has been delivered as promised. 

For example, showing character level, skills, attribute upgrades, or completion status of certain tasks; game item enhancement or upgrade information; achievements or special rewards obtained; special dungeons or in-game activities/tasks completed; the buyer's ranking, score, or points in the arena or other ranking systems; competitive history; unlocking specific items, tasks, or dungeons; changes in social media account followers, likes, or video/post views.

- Service Process Recording: If necessary, the seller may provide a recording of the service process, showing key steps in the service, such as crucial battles or key moments in task completion.

- Service Completion Confirmation: Provide confirmation that the buyer’s account has successfully completed the service, along with relevant screenshots, records, or confirmation information.

- Chat Record or Service Confirmation Information: If there are communication records or service confirmation emails with the buyer, the seller can provide these as evidence to prove that the service has been completed as agreed.

Submission of Proof

Sellers should upload all necessary proofs through the order details page or dispute submission page, ensuring the content is clear, complete, and not tampered with. Once uploaded, the platform will review the delivery proofs and ensure they comply with transaction rules.

If the seller does not provide the required delivery proof, provides forged evidence, or fails to upload the proof within the specified time, we will consider the seller as having failed to submit delivery proof. In the case of a dispute, the platform will make a ruling based on this. Additionally, the merchant service team will impose penalties on the seller, which may include but are not limited to: warnings, removal of related products, delayed withdrawals, fines, and restrictions on the seller's store privileges.

File Upload Requirements:

- Supported Formats: jpg, jpeg, mp4, png, gif

- File Size Limit: Each file must be no larger than 2MB

- Number of Files: Up to 10 files per order

If files cannot be uploaded or do not meet the requirements, the seller may explain the situation to the Z2U team and retain the files. The seller must ensure they can provide the evidence if the Z2U service team needs to review it.

Evidence Storage and Confidentiality

All submitted proofs will be stored in a secure environment on the platform. The platform will follow privacy policy to ensure that all information is handled properly after the transaction is completed, ensuring the privacy and security of both buyers and sellers.

Evidence Review and Order Disputes

In the event of after-sales dispute or financial institution complaint, the service team will recheck the seller’s delivery proofs. If the evidence is insufficient or does not meet the requirements, the service team will ask the seller to provide new proof and may explain the situation to the buyer.

Did you find it helpful? Yes No