PUBLIC DISPUTE LOG

Case Log
Public & Transparent

We publish every dispute case (anonymised) — not as a PR move, as accountability. No other marketplace does this.

Total Resolved

8 h

Avg Resolution Time

Refund Cases

Replacement Cases

Auto-updates every 30 minutes · Fully anonymised for buyer & seller privacy

SLA Commitment · 30-Day ZenGuard™

24–48 hour resolution target · 100% refund or an equivalent replacement account within the warranty window

Case-by-Case Detail

5 cases

CASE-0005

Account hackbackHIGH

Buyer report akun di-recovery 28 hari setelah pembelian (masih dalam window 30-day garansi). Verifikasi internal: seller asli claim akun via Moonton support recovery. Refund full + extended garansi 60 hari untuk pembelian replacement.

Reported: 20 Apr 2026Resolved: 21 Apr 202618 hFull refund

CASE-0004

Handover delayLOW

Buyer mengeluhkan handover delay 3 jam dari estimasi 15 menit (incident: server Moonton maintenance). Tim ZenVan provide voucher Rp 25k + priority handling untuk transaksi berikutnya.

Reported: 15 Apr 2026Resolved: 15 Apr 20264 hCompensation

CASE-0003

Payment issueMEDIUM

Payment Midtrans timeout, buyer double-transfer Rp 1.5jt. Tim ZenVan refund excess Rp 1.5jt dalam 2 jam + coordinate dengan Midtrans untuk reconciliation. Buyer compensated dengan voucher Rp 50k.

Reported: 9 Apr 2026Resolved: 9 Apr 20262 hFull refund

CASE-0002

Not as describedLOW

Skin count di listing tertulis 450, aktual setelah login 430 (selisih 20 skin). Tim ZenVan menawarkan: refund 100% atau ganti akun setara + bonus 1 skin Legend. Buyer pilih option B, transaksi resolved dalam 12 jam.

Reported: 2 Apr 2026Resolved: 3 Apr 202612 hAccount replacement

CASE-0001

Account hackbackHIGH

Buyer melaporkan akun di-recovery oleh seller asli 5 hari setelah handover. Tim ZenVan attempt dispute dengan seller asli, gagal recover. Refund full 100% diberikan ke buyer dalam 6 jam dari report. Seller di-blacklist permanent.

Reported: 22 Mar 2026Resolved: 22 Mar 20266 hFull refund

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