Code Support Policy
PSN:B2B is committed to building reliable, long-term partnerships with every business client. This Code Support Policy ("Policy") sets out the procedures for verifying reported issues and the conditions under which replacement codes or refunds are provided for digital products purchased through psnb2b.com or the PSN:B2B API.
Effective since: 2026-01-18
Last updated: 2026-04-23
1) Scope
This Policy applies to all digital PlayStation® gift-card codes supplied by PSN:B2B through the website dashboard or the REST API. Digital codes are delivered electronically and, once revealed, are considered non-tangible goods. PSN:B2B therefore applies a structured verification process to every claim — balancing prompt resolution of legitimate issues with the protection of all parties involved.
2) Claim Window (7 Days)
All claims must be submitted within seven (7) calendar days from the moment the code is delivered or made available in your account (dashboard or API response). Claims received after this period may be declined at PSN:B2B's sole discretion, unless PSN:B2B can independently confirm that the issue originated on its side.
3) What We Can Help With
PSN:B2B will investigate and, where the issue is confirmed, resolve claims falling into the following categories: • Invalid or non-activating codes — the code returns an error such as "code not recognized" or "not yet activated" on the PlayStation Store. • Incorrect region or SKU — the delivered code does not match the region or denomination ordered, and the discrepancy is attributable to PSN:B2B. • Delivery failure — the code was not received, was truncated, or was corrupted during electronic delivery. • Already-redeemed codes — the code is reported as previously used; reviewed on a case-by-case basis (see Section 7).
4) Information We Need
To enable prompt investigation, each claim must include the following information: • Order ID (dashboard) or order_id (API) • The affected code or codes • Exact error message — verbatim text or a screenshot • Date, time, and timezone of the redemption attempt • PlayStation Store region and PSN account region used • End-customer complaint reference, if applicable (optional but helps establish timelines) PSN:B2B reserves the right to request additional evidence — including video screen-captures or transaction logs — when upstream verification requires it.
5) API vs Non-API Partners
A) API partners (recommended) When codes are delivered to end customers through the PSN:B2B API, automated delivery logs allow PSN:B2B to verify claims more efficiently. Confirmed valid claims submitted within the 7-day window result in a replacement code or a full account-credit refund. B) Dashboard / manual partners For codes viewed or copied through the dashboard, PSN:B2B still investigates every confirmed issue. However, once a digital code has been displayed to the account holder, it is deemed delivered. Claims of type "invalid / not activated" are investigated in full; a fair resolution is provided when the defect is confirmed.
6) Region Mismatch
All PlayStation Store gift-card codes are region-locked and can only be redeemed on a PSN account registered to the matching region. • Partner-side selection error — if the incorrect region was ordered by the partner or their end customer, PSN:B2B will make reasonable efforts to assist but cannot guarantee a refund or exchange. • PSN:B2B supply-side error — if the wrong region or SKU was delivered due to a PSN:B2B system or catalogue error, a replacement code or full refund will be issued.
7) "Already Redeemed" Cases
When a code is reported as "already redeemed", PSN:B2B will conduct the following investigation: • Cross-reference internal delivery logs, timestamps, and API response records. • Determine whether the redemption event preceded the moment the code was made available to the partner. If PSN:B2B confirms the code was compromised prior to delivery, a replacement or refund is provided. If evidence indicates the code was redeemed after delivery or after the code was revealed in the dashboard, PSN:B2B may decline the claim — however, each case is reviewed individually.
8) Resolution Time
PSN:B2B aims to resolve straightforward claims within one (1) business day of receiving all required information. Complex cases — including multi-code disputes, timing discrepancies, and "already redeemed" investigations — may require additional verification steps and will be resolved as expeditiously as circumstances allow.
9) Abuse Prevention
To safeguard the integrity of the platform and protect all partners, PSN:B2B reserves the right to limit, suspend, or refuse support where a pattern of suspicious, fraudulent, or abusive claims is identified. All decisions are evidence-based, and PSN:B2B will communicate the rationale to the affected partner in writing.
10) Contact
To submit a claim, open a support ticket through your registered account at psnb2b.com. Select the relevant topic and include all information described in Section 4 above. PSN:B2B support operates Monday–Sunday and will acknowledge receipt within one (1) business day.