Code Support Policy
This policy explains how PSN:B2B reviews reported PlayStation Store code issues, what evidence partners must provide, and when a replacement, refund, or account credit may be considered.
Effective since: 2026-01-18
Last updated: 2026-05-30
1) Scope
This policy applies to digital PlayStation Store gift-card codes supplied by PSN:B2B through the website dashboard or API. Digital codes are delivered electronically. Once a code is revealed through the dashboard or API, PSN:B2B treats it as delivered and reviews any issue through an evidence-based claim process.
2) Claim window
Claims should be submitted within seven (7) calendar days from the moment the code is delivered or made available in the partner account. Late claims may be declined unless PSN:B2B can independently confirm that the issue originated before delivery or from a PSN:B2B system, catalog, or allocation error.
3) What PSN:B2B can review
PSN:B2B can review invalid or non-activating codes, wrong region or wrong denomination delivered by PSN:B2B, corrupted or incomplete electronic delivery, and already-redeemed reports. Wrong-region purchases caused by partner or end-customer selection are handled separately and do not create an automatic refund or exchange right.
4) Evidence required
Each claim should include order ID or API order_id, affected code, exact PlayStation error text or screenshot, redemption attempt date and time with timezone, PlayStation Store region, PSN account region, and any end-customer complaint reference. PSN:B2B may request additional evidence such as screen recording, delivery logs, API response data, or storefront records when upstream verification requires it.
5) API and dashboard partners
API partners should preserve order creation responses, delivery logs, timestamps, and downstream delivery events. These records usually make verification faster. For dashboard or manual partners, a code is considered delivered when it is shown to the account holder. PSN:B2B still reviews invalid-code claims, but the review depends on evidence available after reveal.
6) Region mismatch
PlayStation Store codes are region locked and should be redeemed only on a PSN account registered to the matching region. If the wrong region was ordered by the partner or their buyer, PSN:B2B may assist but cannot guarantee a refund or exchange. If PSN:B2B delivered a different region or SKU than ordered, the case may qualify for replacement, refund, or account credit when evidence supports it.
7) Already-redeemed reports
For already-redeemed reports, PSN:B2B reviews delivery timing, dashboard/API reveal records, partner evidence, and any available upstream response. If evidence supports compromise before delivery, a replacement, refund, or account credit may be provided. If evidence points to redemption after delivery or after dashboard reveal, PSN:B2B may decline the claim.
8) Resolution timing
Straightforward claims are reviewed after all required evidence is received. Complex cases, including multi-code disputes, timing conflicts, and already-redeemed investigations, may require additional verification and therefore more time.
9) Abuse prevention
PSN:B2B may limit, suspend, or refuse support where it identifies suspicious, fraudulent, repeated, or abusive claim patterns. Decisions are based on available evidence, delivery records, account activity, and the policy conditions applicable to the affected order.
10) How to submit a claim
Open a support ticket through the registered PSN:B2B account. Select the relevant topic, include all evidence listed above, and reference the affected order ID. Claims are reviewed through the registered account support channel.
Claim preparation
Prepare a code case like a reseller operations file
A code issue is easier to review when the commercial order, delivered SKU, account region, redemption attempt, and delivery record are tied together before the ticket is opened.
Evidence that usually makes the first review useful
Keep the case focused on the affected PlayStation Store code. Do not send customer passwords or unrelated personal data.
- Order and SKU matchInclude the PSN:B2B order ID or API order_id, region, currency, denomination, quantity, and the code or SKU that was delivered.
- Redemption contextAttach the exact PlayStation Store error text or screenshot, the attempted redemption time with timezone, and the buyer PSN account region.
- Delivery timelinePreserve order creation, payment confirmation, code reveal or API retrieval time, and any storefront delivery record used for reconciliation.
- Business case separationSeparate buyer-selected wrong-region orders from cases where PSN:B2B may have delivered a different region, denomination, or damaged electronic delivery.
Use the right route before escalating
Many B2B cases are not code-support claims. The fastest path depends on whether the issue is catalog selection, API records, policy review, or a live support ticket.
What this page does not promise
This policy does not create an automatic refund or exchange for every reported issue. PSN:B2B reviews the available evidence, delivery records, account activity, and the policy conditions that apply to the affected order.
Code support
Code support for PSN resellers that need evidence-based claim handling
This solution is for B2B resellers that need a practical way to handle invalid-code, already-redeemed, wrong-region, and delivery-related reports. It explains what evidence matters, how API logs help, and why claim review must follow the published policy.
Open supportAPI Documentation