Refund request walkthrough

A clean refund request takes us about 5 minutes to process and approve. A messy one (missing order ID, vague "it doesn't work", screenshots of unrelated errors) takes 1-2 days of back-and-forth. Use this walkthrough to file a clean one.

Step 1: confirm you qualify. Re-read How to claim a refund for the eligibility rules. The three qualifying cases are: (1) the loader has never worked on your PC and we couldn't fix it within 48 hours, (2) a Nimbus-signature detection caused an EAC ban, (3) we discontinued Marvel Rivals support. Patch-day downtime, buyer's remorse after >24h of use, and bans traceable to other cheats do not qualify.

Step 2: gather your order ID. Two places to find it. First — the SellAuth confirmation email (subject: "Your Nimbus order — receipt"). The order ID is near the top, formatted like 186148-XXXXXX. Second — your dashboard Orders panel. Same ID either way.

Step 3: gather your evidence. Different cases need different evidence.

• Loader never worked: the diagnostic log from %APPDATA%\Nimbus\logs\ (latest file), a screenshot of the failure mode, and a one-paragraph description of what you tried. Redact your license key before attaching the log.

• EAC ban suspected to be Nimbus: your Marvel Rivals UID, the ban timestamp (visible on the ban modal), the exact ban text, what tools were running alongside Nimbus, and the status page timestamp for any incident on the same day.

• Discontinued support: usually we'd already have announced this and your refund will be initiated proactively. If you missed the announcement, the request itself is your evidence.

Step 4: open the ticket. From your dashboard, click New ticket, pick category Billing. Fill in the subject like Refund request — order 186148-XXXXXX — <one-line reason>. Paste your order ID, the eligibility case you're claiming under, and the evidence from Step 3.

Step 5: wait for our response. SLA is 24 hours during business hours (10am-6pm ET, Mon-Fri), 48 hours overnight or weekend. Most refunds are approved in the first response — the agent verifies the order, checks the evidence, and triggers the refund the same minute they read the ticket.

Step 6: receive the funds. Cards: 3-5 business days back to the card on file. PayPal: instant. Crypto: refunded to the deposit address you originally sent from (please confirm the address is still controlled by you before we send). Refund amount equals the purchase amount in original currency — we do not deduct fees on our side, but exchange-rate fluctuation on card refunds is your bank's call, not ours.

Common mistakes that slow this down.

• "My key doesn't work" with no log attached. We have to ask you to attach the log; that's a 24h round-trip.
• Filing the ticket category as Install instead of Billing. Install tickets go to a different queue.
• Including no order ID. We have to search by email, which works but is slower and ambiguous if you have multiple orders.
• Filing a chargeback before talking to us. Once a chargeback is filed, the refund route is closed — the chargeback IS the refund process, and we contest it instead of approving anything.

If the refund is denied (rare), we explain exactly why and point at the eligibility rule that applies. You can appeal once by replying to the ticket with new evidence — a second senior reviewer takes the second look.