A little more peace of mind.
Your guide to warranty coverage and help with item rollbacks.
Last updated
View your orders- Coverage
- 3–7 days
- Starts at
- Verified delivery
- During a claim
- Seller payout frozen
Longer warranty. More time protected.
Choose a longer warranty for added protection against rollbacks. You get more time to report an issue, and the seller’s proceeds stay pending for longer.
It extends your claim window; it cannot prevent a Roblox rollback.Item rolled back?
Submit your request before the warranty expires.
Find your order
Open Your orders and check that the warranty is active.
Request a refund
Select Request rollback refund, add evidence, confirm the rollback, and submit.
We review the claim
Look for Payout frozen. These funds stay pending until staff makes a decision.
The details, when you need them.
Coverage, evidence, and what happens next.
What does the warranty cover?
An item from your order being rolled back by Roblox during the active warranty can be submitted for review. If you confirmed receipt by mistake, use Report not received on your order before the warranty ends. A rollback is a reversal of an item transfer or removal through a rollback.
Changing your mind, a lower item value, or finding a better price is not covered. Selling or trading an item away yourself does not establish a rollback claim. The warranty covers the marketplace payment review; it does not guarantee Roblox will restore an item.
How long am I covered, and when does it start?
Sellers choose 3, 4, 5, 6, or 7 days. Check the listing before buying. You can also choose a minimum warranty for buy orders; your final order records the coverage that applies.
The clock starts when the buyer confirms receipt, not when you pay or the seller accepts. The scheduled payout time on your order is the warranty deadline. New claims at or after that time are rejected, even if the payout has not been processed.
A claim successfully submitted before the deadline keeps the proceeds frozen during review, even after the warranty ends.
What evidence should I include?
Describe the affected item and when it was rolled back. Include its UAID (unique item copy ID), Roblox trade ID, support case reference, and relevant evidence links you have. Keep your Roblox support correspondence. Never share your password or .ROBLOSECURITY cookie.
After submitting, check for Payout frozen on the order. Opening the form or contacting support alone does not freeze funds. If submission fails, check the status and retry before expiry; contact support with the order ID if you need help.
What happens to the money during a review?
A successful request immediately freezes this order’s seller proceeds. The seller cannot spend or withdraw them while staff reviews the evidence. Unrelated wallet funds are unaffected.
If approved: the order’s USD purchase amount is refunded to the buyer’s marketplace wallet. The seller receives no proceeds from that order.
If dismissed: the original payout schedule resumes, subject to any other hold. Submission does not guarantee a refund or a review completion time.
Use Refresh orders to check progress. “Payout frozen” means review is pending; “Buyer refunded” means the refund was approved.
How are items + USD offers protected?
Check both sides’ agreed items before confirming receipt. That confirmation starts the warranty. Buyers can request a rollback refund; sellers can use Report item rollback if an item they received is rolled back.
A USD refund does not automatically return exchanged Roblox items. Staff must review the item side of the trade separately.
Who is responsible if a previous owner rolls back the item?
The seller is responsible for delivering a safe item. If a previous owner causes an item to be rolled back during the order’s active warranty, responsibility remains with the seller, even if they did not initiate the rollback.
The buyer must submit a rollback claim before the warranty expires. Once staff confirms the claim, the order’s USD payment is reimbursed to the buyer’s marketplace wallet from the held funds, and the seller receives no proceeds from that order.
What if a buy-order buyer cannot provide a small?
The buyer needs an off-hold item below 2,000 RAP to complete the Roblox trade. A private inventory does not prove that a small is missing. Funds remain held while an eligible small is verified, and the seller’s delivery clock has not started.
Sellers can report a missing small from the order. Staff must confirm the issue before charging a fee. If confirmed, the deal is cancelled, 98% of the purchase amount returns to the buyer’s wallet, and the site retains 2%. The seller receives no proceeds. Staff can also dismiss the report or issue a full refund without a penalty.
What should sellers know?
Your proceeds remain pending for the selected warranty and cannot be spent or withdrawn. Once it expires, eligible proceeds are released with the 2% selling fee deducted.
A rollback claim extends the hold until staff resolves it. Keep your trade records and provide requested evidence through support. You cannot release a disputed payout yourself. Delivery reviews or other account holds can also delay release.
What if the item never arrived or the trade is wrong?
Contact support with your order ID. After the seller marks the item sent, cancellation is locked. If you do not confirm receipt within 12 hours, a dispute opens for staff review and the payout stays frozen. If you confirmed receipt by mistake, report it during the active warranty. The rollback warranty starts only after the buyer confirms receipt.
Delivery & payment protectionFrom order acceptance to your seller-selected warranty
- 1
Seller accepts your order30 minutes The seller accepts or cancels. If they haven’t accepted after 30 minutes, you can cancel a fixed-price order. Unaccepted auction orders are automatically refunded. Sellers who reject or miss an auction order, or let a won auction fall through by moving the item, unlinking its Roblox account, or keeping that account’s inventory private or its connection broken for 24 hours after the auction ends, receive a 14-day selling cooldown and a lower account standing.
- 2
Seller sends the items12 hours + 8-hour grace After accepting, the seller sends the agreed Roblox trade. The deadline applies even when the seller is offline. Missing the full delivery window lowers the seller’s account standing.
- 3
Buyer confirms receiptWithin 12 hours Check the agreed items and receiving account, then confirm receipt on your order. Marking sent locks cancellation. If receipt is not confirmed within 12 hours, a dispute opens for staff review.
- 4
Your listing’s warranty begins3–7 days The seller chooses the warranty shown on the listing and your order. It starts when the buyer confirms receipt. Seller proceeds stay pending until that period ends.
Pending proceeds cannot be spent or withdrawn. This is the marketplace’s payout policy; it does not guarantee that Roblox will reverse a trade.