Dispute Resolution Policy

Last Updated: October 14, 2026

This Dispute Resolution Policy explains how EsonShopPH handles concerns and disputes relating to purchases made through esonshopph.com.

EsonShopPH sells digital products, including gift cards, game credits, voucher codes, digital currencies, and account top-ups. Many orders are processed and fulfilled automatically once payment has been successfully confirmed.

Because digital products may be delivered immediately and may become irretrievable once released, customers are responsible for reviewing all order information carefully before completing a purchase.

1. Contact Us First

If you encounter a problem with an order, please contact EsonShopPH customer support before initiating a dispute, payment reversal, or chargeback with your bank, e-wallet provider, or payment service provider.

To help us investigate your concern, please provide:

• Your order number;

• Email address used for the purchase;

• Product purchased;

• Date and approximate time of purchase;

• Description of the issue;

• Screenshots or error messages, when applicable; and

• Any other information reasonably required to investigate the transaction.

EsonShopPH will review available payment, transaction, delivery, fulfillment, and redemption records when determining the appropriate resolution.

2. Non-Delivery of Digital Products

If payment for an order has been successfully completed but the digital product has not been received or fulfilled, please contact EsonShopPH as soon as possible.

We will verify the payment and fulfillment status of the order.

If we confirm that the digital product was not successfully delivered or fulfilled, EsonShopPH may, depending on the circumstances:

• Re-deliver the product;

• Complete the requested account top-up;

• Provide a replacement digital code; or

• Issue a refund if fulfillment is no longer reasonably possible.

Temporary delays caused by system maintenance, supplier availability, payment confirmation delays, or other technical issues do not automatically constitute non-delivery if the order can still be successfully fulfilled.

3. Invalid or Non-Working Codes

If a digital code provided by EsonShopPH appears to be invalid or does not work, the customer must contact EsonShopPH and provide sufficient information for us to investigate the issue.

This may include:

• A screenshot showing the complete error message;

• The date and time the redemption was attempted;

• The applicable platform or service; and

• Any other information reasonably requested by EsonShopPH or the applicable supplier.

EsonShopPH may verify the code with its internal records, distributor, supplier, publisher, or relevant platform.

A replacement or refund may be provided if our investigation confirms that the code was invalid before it was delivered to the customer.

4. Already-Redeemed Codes

If a customer reports that a digital code has already been redeemed, EsonShopPH may investigate the code's redemption history with the applicable supplier, distributor, publisher, or platform.

The customer may be required to provide:

• A screenshot of the redemption error;

• The date and time the customer attempted redemption;

• Relevant account or platform information; and

• Other information required to verify the code's redemption status.

If available records confirm that the digital code was redeemed before it was delivered to the customer, EsonShopPH may provide a replacement or refund.

If records indicate that the code was redeemed after delivery to the customer, or after the code came under the customer's possession or control, the order will generally not be eligible for replacement or refund.

Customers are responsible for keeping digital codes secure and confidential after delivery.

EsonShopPH shall not be responsible for codes that are disclosed, shared, copied, forwarded, or otherwise accessed by another person after successful delivery to the customer, except where required by applicable law.

5. Incorrect Product, Region, Denomination, or Account Information

Customers are responsible for reviewing all product and order information before completing payment.

This includes, where applicable:

• Product title;

• Product type;

• Currency;

• Country or region;

• Platform;

• Denomination;

• Account ID;

• Player ID;

• User ID;

• Server;

• Region information; and

• Any other information necessary for delivery or fulfillment.

Once a digital code has been displayed, emailed, released, or otherwise delivered, the product generally cannot be returned, exchanged, or refunded solely because the customer:

• Purchased the wrong product;

• Selected the wrong denomination;

• Selected the wrong currency;

• Purchased a product for the wrong country or region;

• Purchased a product for the wrong platform; or

• Changed their mind after delivery.

For direct account top-ups, customers are responsible for ensuring that the account ID, player ID, server, username, or other information submitted is correct.

If a top-up is successfully completed using information provided by the customer, EsonShopPH may be unable to reverse, transfer, or refund the transaction if the customer provided incorrect recipient information.

6. Unauthorized Transactions

EsonShopPH uses an automated fulfillment system. Once payment for an order has been successfully confirmed, the purchased digital product may be automatically delivered, released, or fulfilled without manual review or delay.

Customers are responsible for maintaining the security of their payment accounts, devices, login credentials, and other information used to complete purchases.

If a payment method is used without the account holder's authorization, the account holder should immediately report the unauthorized transaction to their bank, e-wallet provider, card issuer, or other applicable payment service provider.

Because digital products may be automatically and irreversibly delivered immediately after successful payment, EsonShopPH may be unable to cancel, retrieve, deactivate, or reverse a digital product that has already been successfully delivered, redeemed, consumed, or otherwise fulfilled.

A claim that a transaction was unauthorized does not, by itself, automatically entitle the claimant to a refund from EsonShopPH once the corresponding digital product has been successfully delivered or fulfilled.

EsonShopPH may investigate unauthorized transaction claims and may provide relevant transaction and fulfillment records to the applicable payment provider, financial institution, law enforcement agency, or other authorized party when legally permitted or required.

Where available, such records may include:

• Payment confirmation;

• Order details;

• Delivery timestamps;

• Digital code delivery records;

• Redemption information;

• Account information submitted with the order;

• IP address;

• Device information;

• Verification records; and

• Customer communications.

EsonShopPH shall not be responsible for unauthorized use of a customer's payment account, device, credentials, or payment information where such unauthorized use was not caused by the fault, negligence, security failure, or unlawful act of EsonShopPH, subject to applicable Philippine law.

Nothing in this section limits any rights or remedies that cannot lawfully be waived under applicable law.

7. Chargebacks and Payment Disputes

Customers are encouraged to contact EsonShopPH first so that we have an opportunity to investigate and resolve the concern.

If a customer initiates a chargeback, payment dispute, reversal, or similar claim after a digital product has already been successfully delivered, redeemed, consumed, or otherwise fulfilled, EsonShopPH reserves the right to contest the dispute and provide relevant evidence to the applicable payment provider or financial institution.

Such evidence may include:

• Order information;

• Payment records;

• Payment confirmation;

• Delivery records;

• Fulfillment timestamps;

• Code delivery records;

• Redemption records, when available;

• Account information submitted during checkout;

• Customer correspondence;

• IP address and device information, when lawfully collected;

• Verification records; and

• Other information relevant to establishing the validity and fulfillment of the transaction.

Submitting a payment dispute, chargeback, or unauthorized transaction claim does not automatically entitle the customer to a refund.

If EsonShopPH determines that a dispute or chargeback was submitted fraudulently or abusively for a product that was legitimately purchased and successfully delivered or consumed, EsonShopPH may restrict or suspend the customer's account and may decline future transactions, subject to applicable law.

8. Duplicate Transactions

If you believe that you were charged more than once for the same intended transaction, please contact EsonShopPH.

We will review the payment and order records to determine whether an unintended duplicate charge occurred.

If a duplicate payment was processed but only one product was delivered or fulfilled, EsonShopPH may refund the duplicate payment.

If multiple separate orders were successfully processed and separate digital products were delivered, redeemed, consumed, or fulfilled, the transactions may no longer be reversible.

Each case will be reviewed based on the available transaction and fulfillment records.

9. Investigation of Disputes

EsonShopPH aims to investigate order disputes as quickly as reasonably possible.

Certain cases may require additional time where information must be obtained from:

• Payment providers;

• Banks or financial institutions;

• Suppliers;

• Distributors;

• Publishers;

• Digital platforms; or

• Other third-party service providers.

Customers agree to provide reasonable cooperation and information necessary to investigate a dispute.

Failure to provide requested information may prevent EsonShopPH from verifying a claim or completing the investigation.

10. Refunds

Refunds are not automatically provided solely because a customer requests one.

Refund eligibility will depend on the circumstances of the transaction, fulfillment status, product status, available evidence, and applicable law.

Approved refunds will generally be returned through the original payment method whenever reasonably possible.

The time required for a refund to appear in the customer's account may depend on the applicable bank, e-wallet, payment gateway, card issuer, or payment service provider.

Once EsonShopPH has successfully processed an approved refund, delays caused by the customer's financial institution or payment provider are outside EsonShopPH's direct control.

Nothing in this Policy is intended to restrict or waive any consumer rights that cannot legally be waived under applicable Philippine law.

11. Abuse and Fraud

EsonShopPH reserves the right to refuse, cancel, restrict, investigate, or review transactions where there is a reasonable basis to suspect:

• Fraud;

• Unauthorized payment use;

• Account takeover;

• Use of stolen payment credentials;

• Abuse of promotions, discounts, or vouchers;

• Repeated false claims involving digital products;

• Chargeback or refund abuse;

• Attempts to obtain both the digital product and a payment refund or reversal;

• Suspicious transaction patterns;

• Attempts to circumvent transaction limits or security measures; or

• Other activity that may violate applicable law or EsonShopPH policies.

EsonShopPH may restrict future transactions from accounts, payment methods, email addresses, devices, IP addresses, or other identifiers associated with confirmed fraudulent or abusive activity, where permitted by law.

Where appropriate, EsonShopPH may also provide relevant records to payment providers, financial institutions, law enforcement authorities, or other authorized parties.

12. Resolution of Disputes

EsonShopPH will make reasonable efforts to resolve legitimate customer disputes in good faith based on the available transaction, payment, delivery, fulfillment, and redemption records.

The nature of digital products means that certain transactions cannot be reversed once the digital product has been successfully delivered, disclosed, redeemed, consumed, or credited to the specified account.

Where a dispute cannot be resolved directly between the customer and EsonShopPH, either party may pursue remedies available under applicable Philippine laws and regulations.

13. Contact Us

For concerns involving an order, payment, digital code, account top-up, or transaction dispute, please contact EsonShopPH through the official customer support channels listed on:

Business Information
EsonShopPH
Location: Unit 209 South Star Plaza, Estrella St., Bangkal, Makati, Philippines 1233
Email: support@esonshopph.com

When contacting us, please include your order number and sufficient details regarding the issue so that we can investigate the matter efficiently.