First and foremost, do not panic! Listed below is our refund policy, and how to obtain a refund for a duplicate PayPal or Secure Credit Card payment. Read this page carefully, as you must provide the required information for us to assist you.
Be aware, a Duplicate Payment is where you are charged twice for exactly the same purchase.
If you tried to make a payment to us, and received a message that the payment failed but you still see a charge on your account from us, please visit our Payment Failed Page.
We will refund duplicate purchases that were made by mistake if we are notified within 60 days. However, if the character(s) have been played or ztokens have been spent, we will not issue a refund.
There are no refunds available after 60 days or if the upgrades have been used.
If there are any refunds, disputes or chargebacks made on behalf of a player's account, that account may be permanently disabled. Any refunds made are at the sole discretion of our Customer Service Department.
Duplicate PayPal Payment or Duplicate Secure Credit Card Payment
The numbers from your credit card or bank statement will not allow us to look them up, so you may need to contact PayPal's Customer Service to get the transaction id or receipt id numbers. Or, you can login to your PayPal account and click on details for each transaction. You need to copy and paste them into the comments section on the next page. We do refund unauthorized transactions and duplicate transactions.
Please be aware that we cannot initiate transactions from our end; we can only receive them. This is because only PayPal receives your payment information, we never receive your payment information. This means that we cannot bill you. We cannot charge you. We can only receive a payment from you. We never get your credit card number.
Example of what you should put in the email:
1. PayPal Transaction ID #8T8Z2443356871223 $19.95 Char# 12345
2. PayPal Transaction ID #3TZ470763MA69471 $19.95 Char#12345 - mistake
These transactions are duplicates by mistake. Please refund one of them .
Please make sure to put a PayPal transaction id in the PayPal transaction ID box on the next page, and include as many details as necessary in the comments box. The example format above will allow us to take care of this issue rapidly. Make sure you COPY and PASTE your PayPal transaction id.