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1 Seller and scope
CLOUDWAY DIGITAL TRADING LIMITED reviews issues with Codes it supplied through PSN:B2B. This schedule accompanies the Business Terms of Sale. It does not create a public ordering API, supplier status or Sony authorisation.
2 Reporting window
Submit issues within seven calendar days of delivery or account availability. Late notice may still be considered where a pre-delivery defect, Company system/allocation error or mandatory right can be established. The window is not a guaranteed resolution time.
3 What to provide
Identify the order, affected product and region, delivery time, account region, exact error and time of attempted redemption. Provide the affected Code only through an agreed private support channel. Do not provide passwords, private keys or unrelated personal data. Additional evidence must be reasonably necessary to assess the claim.
4 Review
We can review non-delivery, incomplete or invalid Codes, already-redeemed reports and Codes whose region or denomination differs from the accepted order. Delivery, access and redemption records are assessed together; a reveal record is not conclusive proof of who redeemed a Code. A supplier refusal alone does not extinguish the Company's obligations.
5 Region selection and custody
A correctly supplied Code selected for the wrong account region creates no automatic exchange right under this contract. Protect Codes from public disclosure. We may decline a claim supported by evidence of post-delivery misuse or exposure outside our control, explaining the material reason so far as lawful.
6 Remedies
An established failure attributable to the Company or present before delivery receives an appropriate remedy under section 9 of the Terms: conforming replacement, restoration of the affected purchase amount or refund as appropriate. Submission alone guarantees neither a finding of defect nor a particular outcome. Mandatory rights and express contractual remedies prevail.
7 Timing and escalation
Review starts from usable information and may require supplier or technical checks. No fixed resolution time is promised here. Ask support for the outstanding evidence and status if a case is unresolved. A disputed claim can be escalated through the notices and dispute process in section 16 of the Terms.
8 Contact
Use https://psnb2b.org/support or [email protected] and quote the order reference. The public support form does not require an account; identify the relevant registered account where applicable. Privacy and formal legal correspondence can be sent to [email protected]. This schedule does not remove any mandatory legal remedy.