Before we get into the process of the process of requesting a refund from a merchant, it is important that you know the difference between ATShop and Merchants

Learn more about ATShop and Merchants
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Most merchants will generally outline their refund terms within the product details. Some merchants might not want to issue a refund, but prefer to issue "Replacements".
As the name suggests, this a replacement for the product you had an issue with.

Do allow a few business days for the merchant to get back to you.

Learn more about how to contact a merchant.

If the merchant is refusing to work with you, isn't responding to your inquiries or doesn't have any contact information readily available it's likely that the merchant has no interest in working with you.

While it is frowned upon by a majority of merchants we'd still recommend that you open a dispute for your order seeing the circumstances. The dispute process varies greatly depending on the payment method you used to pay for your order. See below for instructions.

If you paid through PayPal, you can open a dispute from your PayPal dashboard by clicking on the transaction associated with your order.

If you paid with G2A PAY, you'll have to contact [email protected] and include the order number located in your payment confirmation email.

If you paid with Xsolla you can contact them using the methods listed on https://help.xsolla.com/#contactUs. Make sure you include the transaction ID included in your payment confirmation email.

If you paid using a crypto currency, there is unfortunately no dispute process you can go through. Leaving negative feedback for your payment on CoinPayments.com will help other customers avoid this merchant.