Hello. You are here most likely because someone on the forums has sent you here. Below is a list of the most common questions we've seen on the Goozex forums. They are divided up into general categories and hopefully you will find the answer you are seeking quickly.
You can also check the Goozex HELP GUIDE: the list of most common discussion threads on the forum.
The Goozex golden rule: when in doubt send a polite and friendly private message to the other member about your problem.
These Q&A's will change as we continue to get more common questions. Thanks for coming to the forums for support!
CREDITS & POINTS
Q. Trade Tokens – What are they?
A. Tokens are needed to receive an item on Goozex. You only use one token per item received. Ex. You want Bioshock 2, you will need 1,000 points and 1 token.
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Q. How do I get tokens?
A. The fastest way to get tokens is to purchase them. Simply go “my account” and then click on the “refill trade tokens” button on the left side. There are other great ways to get FREE tokens. You can refer your friends to Goozex or participate in our community events like Goozex Game Nights.
Q. Goozex Points – What are they?
A. They are values assigned to games by Goozex. You can think of them as the price of games on Goozex. Point values for games change and typically decrease over time.
Q. How do I get Goozex points?
A. One of two ways. 1) buy them through “My Account” 2) Trade out your games. If you send out a game that has a value of 1,000 points, you will earn 1,000 points for trading it! That’s the magic of Goozex.
Q. Help! I had points that are now missing, where did they go?
A. You probably just got matched for a trade or just spent them on a trade. You can quickly see what’s going on in your account by clicking on “My Account” à “Account History”
Q. Help! I have negative points, how is that possible?
A. Check if you cancelled a trade recently. Depending on what trading activity happened before you cancelled a trade, your points as a seller may have been more than your current balance and placed you into a negative balance.
Q. I see a game that doesn’t have an accurate points value – who should I tell?
A. Please send an email to help@goozex.com about this and we will investigate the issue. Sometimes we get incorrect listings from our content partner, Rovi.
TRADING
Q. What does “position” mean in my queue pages?
A. It means your spot in the queue for a specific item.
Q. Why am I not being matched for an item I requested?
A. Look to see if you have the following: 1) enough points and at least one trade token 2) don’t have the item on hold 3) the item is being offered 4) you are next in line
Q. Man, I’m so far from being first in line, can I get this item?
A. Yes and maybe sooner than you think. Everything depends on what members have enough points, trade credits, trading slots, vacation mode and items on hold.
Q. Help! I’ve been matched for an item for a long time, what is going on?
A. You may be cycling through different sellers for the same item.
FEEDBACK
Q. Hey, it’s been more than two weeks and no item – should I worry?
A. Not really. The USPS sometimes has delays and this may be the case. Goozex will send you two emails before the trade is automatically closed: once with 7 days remaining and the next with 3 days remaining. We recommend giving “Game Not Received” feedback after the 3 days warning.
Q. Help! I sent an item out and I still haven't received feedback, what can I do?
A. First you may want to send a gentle reminder to the buyer to give feedback. If after 21 days after the send date you don't get feedback the trade will automatically close and you will receive positive feedback.
Q. Hey I gave negative feedback but got the item later – can I have the feedback reversed?
A. Yes! Please send an email to feedback@goozexcom with your note about reversing the feedback. All trades can have the feedback reversed!
Q. Help! I got negative feedback and I know I sent the game or that it worked – what can I do?
A. First, dispute the negative feedback. Sometimes. While in dispute you will want to communicate with the buyer and see if you can come to a resolution. If you cannot come to a resolution you may then escalate to Goozex for an investigation.
Q. Should I be worried if I get or give negative feedback?
A. We watch for multiple negative feedbacks in a short amount of time for both the buyer and seller. Your account may be placed on hold if you are giving/receiving too many negative & neutral feedbacks.
Q. I suspect a scammer on Goozex, what should I do?
A. Please send a note to Ihelp@goozex.com about what you have experienced.
Q. Help! I received an item without its accessories -- what do I give as feedback?
A. Depends on how you requested. If you requested full package then you should have expected the accessory as well. If you requested anything else, then you should have expected the game without the accessory.
SHIPPING
Q. Hey, what’s the best mailer to ship?
A. Goozex members prefer to ship using a standard bubble mailer. This can cost an additional $1.00 in shipping. You are not required to use this, but it is the best way for you to avoid negative broken disc feedback.
Q. Is media mail good or bad?
A. Bad. Media mail is very specific about its purpose, and shipping video games is not included. You run multiple risks with media mail: 1) the speed is very slow 2) you are subject to random inspection 3) your mail may be lost and you receive negative feedback
Q. If not media mail then what?
A. Goozex recommends USPS First Class mail.
Q. What do I need to know about shipping to Canada from the US and vice versa?
A. You need to fill out a customs slip. You can find this in any post office and all you enter are the two addresses and the value of the game (used). It is easy and takes no time fill out.
Q. What are these APO, AFO, ADO and other type of similar addresses?
A. These are military bases and can be anywhere around the world and on ships out at sea. You need to fill out a customs slip and the shipping price is the same as domestic mail. Support your troops and write a friendly note!
CANCELLING TRADES
Q. How do I cancel a trade?
A. You go to the game you want to cancel and hit the cancel trade button. A message is sent to the other member telling them you want to cancel the trade. You may also cancel a trade in the dispute area.
Q. I got a cancel trade request, do I have to accept it?
A. No. The burden is on the other member to tell you why they want to cancel a trade.
HELP AND FEEDBACK @ GOOZEX.COM
Q. Hey I sent a message to help or feedback @ goozex.com and I didn’t get a response?
A. We respond to all emails and customer service is a priority for us. Sometimes we cannot respond in the same day and may need to investigate a situation more. However, we will reply to you in a reasonable time.
Q. What is the difference between help & feedback?
A. Help @ Goozex.com is there for your general Goozex.com questions. Feedback is there for transaction specific questions.
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