Complaints & disputes
How to raise a complaint, request a review and keep payment disputes coordinated.
Last updated: 2026-10-07
Contact the store
Open a support ticket from your account or email info@eyadcards.com. Explain what happened and the outcome you want, and include your order reference where available. You can raise a privacy or account complaint even if you have not placed an order.
Useful evidence
Include the product, platform, redemption country, relevant dates and exact error message. Screenshots may help; cover codes, full payment details and unrelated personal information. Do not post these details publicly or upload identity documents to a ticket.
Review and updates
We review the available payment, delivery and support records and may ask you or the card issuer for information needed to resolve the issue. The time required depends on the investigation; we will communicate the next step and expected timing in the case. An issuer investigation does not remove our duties or suspend a statutory deadline.
Ask for another review
Reply in the same ticket or email thread if you disagree with the outcome. Identify what remains unresolved or which evidence was overlooked and ask for a further review. Keeping one reference helps avoid conflicting decisions or duplicate refunds.
Bank and provider disputes
You may use the dispute rights offered by your bank or payment provider. Tell us if a dispute is already open; we coordinate any refund with that process and may provide relevant order evidence. We do not require a chargeback withdrawal as a condition of investigating a defective code.
Legal and privacy remedies
Nothing in this process prevents you from using a competent court, regulator or other remedy available under applicable law. Privacy concerns can also be raised with the Hong Kong Privacy Commissioner for Personal Data or a relevant authority where you live. No claim of accreditation or participation in a dispute-resolution scheme is made here.