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F.A.Q. - Frequently Asked Questions

1. Authorization / Registration

How do I register on the site using Google?
- Click on the "Google" button in the site header. If the site requests you to log in to your account, select your Google account and click the "Allow" button.
How do I register on the site using Discord?
- Click on the "Discord" button in the site header. If the site requests you to log in to your account, select your Discord account and click the "Allow" button.
My Discord/Google account has been blocked/deleted.
- If your Discord/Google account has been blocked, deleted, or you have permanently lost access to it, you can contact our support team at support@ratinhat.com or through the support widget in the lower right corner (you can call it from the header menu or from the footer). To recover your account, you will need to prove that the account actually belongs to you (provide information about the account or balance, dates of trades, etc.).

2. Selling

How do I become a seller?
- You need to click on the “Sell” button in the header and fill out the form.
How do I list an item for sale?
- To list an item for sale, you must first obtain seller status. If you are already a seller, go to the "Management" page and click on the "Create a new offer" button, then fill out the product form and click the "Publish" button.
What is the commission on sales?
- The site's commission on the sale of items is 10%.
The buyer doesn't answer, what should I do?
- If the customer does not respond, you should contact our support team by email support@ratinhat.com or by using the support widget in the lower right corner (you can call it from the header menu or from the footer), and provide full information about the transaction.
The buyer claims that they were deceived.
- If the buyer insists that he was deceived, you can contact our support team by email support@ratinhat.com or by using the support widget in the lower right corner (you can call it from the header menu or from the footer), and provide full information about the transaction.

3. Purchase

How do I buy an item?
- To purchase an item, you need to find the desired item, go to one of the offers for this item, top up your site balance with the required amount, and contact the seller to complete the transaction.
I accidentally bought the wrong product. Can I get a refund?
- According to the rules stated in the user agreement in clause 7.2, all purchases made through the Service are final, and the money spent is not refundable, except in proven cases of buyer fraud.
The seller doesn't answer more than 24 hours, what should I do?
- If the seller does not respond more than 24 hours, you can contact the support service by email support@ratinhat.com or by using the support widget in the lower right corner (you can call it from the header menu or from the footer), and provide full information about the transaction.
The money for the item was debited, but I did not receive the item.
- After completing the transaction with the seller, the money is held in the payment system until the buyer confirms the transfer of the item. If the seller does not start transferring the item for a long time, you can contact our support team by email support@ratinhat.com or by using the support widget in the lower right corner (you can call it from the header menu or from the footer), and provide full information about the transaction.
What if I didn't get what I paid for?
- If you receive an item that differs from the one originally announced by the seller, do not confirm receipt, contact our support team by email support@ratinhat.com or use the support widget in the lower right corner (you can call it from the header menu or from the footer), and provide full information about the transaction.
What should I do if the seller does not deliver?
- If the seller does not start transferring the item for a long time, contact our support team by email support@ratinhat.com or use the support widget in the lower right corner (you can call it from the header menu or from the footer), and provide full information about the transaction.
What should I do if I have not received the product, but the seller claims otherwise?
- If the seller claims that he handed over the item, but in fact It is not so, contact our support team by email support@ratinhat.com or use the support widget in the lower right corner (you can call it from the header menu or from the footer), and provide full information about the transaction.

4. Refunds

Can I get a refund?
- The buyer can request a refund to their site balance if they do not receive the product. If the buyer confirms product receipt, refunds are not available.

5. Deposit and Withdrawal

How long does a withdrawal take?
- The withdrawal time may vary and depends on the payment system or wallet to which the withdrawal is made. If the withdrawal of funds takes too long, contact support at support@ratinhat.com or through the support widget in the lower right corner.
The money did not arrive after I topped up my balance.
- The top up time may vary and depends on the payment system or wallet to which the withdrawal is made. If the account replenishment takes too long, contact support at support@ratinhat.com or through the support widget in the lower right corner.
Through wallets / cards of which countries is it possible to top up balance and withdraw funds?
- The world of payment systems is unstable these days, but we try to connect the most accessible and convenient payment systems for the user. Up-to-date information on the pages of Deposit and Withdrawal of funds.
What is the withdrawal fee?
- The withdrawal fee may vary depending on the payment system. The site does not charge an additional commission for the withdrawal.