Get help if your digital product is not working
Overview
Your order was delivered through Keysender, which is why the email or Access Page link came from our domain. Keysender is the delivery platform the seller used, like the postal service, not always the shop that sold the order. If the product is not working, check the steps below first, then contact the seller, who can replace or refund it.
Steps
- Contact the seller on the platform where you bought the order, such as eBay, Shopify, or WooCommerce.
- Ask the seller to fix the issue or replace the product.
- If the seller does not respond, contact the marketplace or your payment provider.
What happens next
The seller is responsible for the product and can replace it, refund it, or help you resolve the issue. The marketplace or your payment provider can review the order through their own dispute process.
If the order still is not resolved
Submit a claim from the Access Page.
Frequently asked questions
Who should I contact if my digital product is not working?
Contact the seller on the platform where you bought the order, such as eBay, Shopify, or WooCommerce, and ask them to fix the issue or replace the product. Keysender delivers the code, while the seller is responsible for the product and any refund.
What can I do if the seller does not respond?
If the seller does not respond, contact the marketplace or your payment provider. They can review the order through their own dispute process. The seller can replace the product, refund it, or help you resolve the issue directly.
Does Keysender issue the refund?
No. Keysender is the delivery platform the seller used to send your code, like the postal service, not the shop that sold the order. The seller is responsible for the product and can replace it, refund it, or help you resolve the issue.