FAQ for Buyers

How do I edit the information of my account?

Users are allowed to update their profile data HERE

Click “Edit” to modify the details and then “Save” once you’re done.

How do I pay for my order with my Kaleoz balance?

  1. Buyers can check their top-up balance via the “Control Panel” to ensure the balance is sufficient for the order purchase.
  2. After confirming the balance, you may proceed to place the order and click “Add to Cart” then “Check out”.
  3. Select “Pay with KALEOZ Balance” and key in your login password to complete the payment.

How to identify a good seller?

The rating for sellers is shown on the product page. The seller’s level is indicated by the number of hearts, diamonds or crown below the seller’s name. Please refer to the image below to further understand a seller’s tier. A seller’s rating is determined by the number of completed transactions.

However, some seller with lower rating might just be a new user. If they happen to offer an item with desirable pricing, you may consider purchasing from them. Despite a lower seller rating, users can still shop on KALEOZ safely as we offer complete protection from possible frauds or scams.

What happens if the order is not paid within the given time?

Once the order is created, the buyer must make the relevant payments to the order within 1 hour. Orders exceeding 1 hour will expire and the buyer will have to re-order. Please note that any changes in price would not affect the current order. However, if the order expires and a price change by the seller occur, the buyer will need to adhere to the price changes during re-ordering.

I’ve made my payment via bank transfer but my order is still unpaid.

Payments made via bank transfers must be processed by KALEOZ’s support staff. In order to proceed with the order, kindly contact us on the Live Chat via this direct link for payment verification.

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What payment method does KALEOZ support?

KALEOZ supports many types of payment methods. You can take a look at the complete list of supported payment methods HERE.

Alternatively, you may find all the payment methods available at the payment page once you check out your order.

Can I check out multiple orders from different sellers in my Cart all at once?

Yes, you can. The total sum of the order will be shown at the end of the ordering process.

What should I do after payment?

After completing your payment, please contact the respective sellers on KChat to proceed with your order. Do note that in some cases the seller might be able to respond to your right away due to various reasons. We advise checking for operating hours of the seller on their product descriptions (if applicable).

What happens if I have not received my order? Can I ask for a refund?

The seller must deliver the product within 3 days. You may remind the seller by chatting with them on KChat to initiate delivery.

However, if the seller fails to deliver a paid order to the buyer in 3 days, the order will be automatically canceled and funds will be returned to the buyer’s account.

Alternatively, if the seller is unable to fulfill the order, the buyer may request the seller to cancel the order immediately.

How do I contact a seller?

You may contact the seller for any inquiry (before making the order) and for order delivery (after making the payment) using the KChat.

How can I check my order status?

Order statuses can be found HERE.

How to cancel my order after paid?

To cancel an order after payment, buyers will need to contact the respective seller via KChat to cancel their order. Otherwise, the order will be canceled automatically after 3 days (72 hours).

Where is my fund after successfully canceling an order?

Once the order is successfully canceled, your funds will be returned to your KALEOZ account balance. Kindly refer to this guide (How to buy on KALEOZ) on how you may use the KALEOZ balance to place a new order with another seller for the same product/service(s).

What can I do if the products or services delivered is different from the description?

You are advised to communicate with the seller via KChat and request the seller to deliver the item as described. Do not click “Confirmed received” before you receive the right thing from the seller.

What if the seller confirmed the delivery without giving anything? Can I further escalate the cancellation request?

If you encounter this issue, kindly report to us immediately via emailing our support at [email protected] or Live Chat us.

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Next, you should click “Request Refund” in order to get this order canceled since the seller did not deliver your item.

You may escalate this dispute to Kaleoz support team for investigation if the seller refuses to refund the order.

How to rate a seller?

After the delivery is completed, buyers may rate the quality of service provided by the seller.

When should I click "Confirmed received"?

You are advised to check whether you receive the right thing and amount before you click "Confirmed received". Once confirmed, the order payment will be transferred to the seller's account and it cannot be reversed.

Any issues, such as scams, item not delivered or item different from the description will not be under our obligation anymore since the order was completed under your consent via clicking “Confirmed received”.

Under what kind of circumstances can I request a refund for my payment?

In cases where your order is canceled due to the seller failing to fulfill an order, you may consider finding another seller that might be selling the same desired item.

Alternatively, you may request to transfer of your balances to SEAGM.com. Converted SEAGM Credits can be used to purchase digital game cards on the site.

Otherwise, you may request for a refund of your payment under these conditions if your order was canceled:

  1. Found no other seller offering the same item.
  2. Other sellers offer are selling at a higher-than-expected price.

If you encounter any of the above and wish to get your payment refunded, kindly contact us via Live Chat for assistance on this matter.

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