FAQs

How Hanchu works?

Hanchu allows users to buy/sell physical console game discs through the platform. Users can list the games they want to sell and browse through gamer libraries to purchase games they like to play. All games will have 3 photos of the case and disc to give buyers an idea of the quality of the disc. Once a game is purchased, we pick up the game from seller’s place, package it and ship it to buyer. After shipment, we wait for 48 hours before initiating payment to seller. Buyer has 48 hours to raise a complaint (wrong disc, game does not work or damaged condition). If no complaint is raised, payment to seller is initiated, else game is picked up from buyer, tested at Hanchu facility and delivered back to seller and refund to buyer is initiated. Thee process to pay a seller after successful transaction and the process to refund to the buyer after a failed transaction takes up to 10 working days. Users are expected to enter their shipping address and bank account information on the platform so that transferring money to their accounts become quick and easy.

Hanchu aims to create a community of gamers that will peer rate and review a transaction i.e. buyer and seller can rate and review each other after completing a transaction. This will ensure good and reliable users’ listings will be pushed to the top thus maintaining overall trust within the community.

How do I upload my games? 

Import your games from PSN & Xbox Live accounts or Press + button on the my library section and add games to Hanchu.

Note:

• You can only add physical game discs to the platform for sale.
• You can games for any console.

Do I have to click pics to upload games?

Yes, to upload any game for sale, you have to:

• Click 3 photos of the game disc: Disc case, Front of the disc & Back of the disc.
• Select the game as Public or Private to determine if it is for sale or just added into your library.
• Add a price you want to sell the game at.
• Select quality of the disc.
• A tiny description about the game.

What if I don’t have bank account?

You need to enter your bank information into the system so that we can transfer the money into your account after your game is sold.

When will my account be credited?

We take upto 10 working days to credit your account after the game is picked up from your location.

How do I ship the game? 

They will:

• Label the disc with a tiny tamper proof sticker,
• Pack the game in your presence and get your signature,
• Deliver your game!

Note: If the pickup is not scheduled in 48 hours, the order stands cancelled and refund process is initiated.

When will I receive my game?

You will get your game in 7 working days after placing the order.

Do I have to pay upfront for the game? 

Yes, you have to pay upfront through our payment gateway PayU for the game. We have Credit/Debit Cards and Netbanking payment facilities

Is CoD available? 

Cash on Delivery (CoD) is not available now, but we will be introducing the feature soon.

What if I don’t receive the game I requested for, if the game is not working or if the game is damaged? 

You can email us at contact@hanchu.co or connect with us through the feedback section of the app and raise a complaint. Please mention the following in the email:

• Reason for complaint
• 3 photos of the game (game case, front of disc and back of disc)
• Mention a time for logistics pickup in time of day (between 9AM and 6PM) and date format (DD/MM/YY)
• Bank account information for refund (if not already mentioned with the account).

Note: It is advisable to mention the bank account details on the app under User Profiles section along with address information so that it is easier and quicker for us to process refunds.

Our logistics team will:

• Verify the label on disc (if the label number does not match the internal records associated with that game, game will not be picked up)
• Take photographs of the game
• Pack the disc and return it to Hanchu facility for verification

We will verify if the game is working or not or if the game is different from what was ordered and ship the game back to Seller. A partial or complete refund will be initiated back to buyer.

Buyer refund

• If the game is not working, it is a different game than what was requested or the game is damaged and not working, a full refund will be made to the buyer.
• If buyer returns a working game, then a convenience fee of Rs. 300/- will be deducted from the amount and rest will be refunded.

Note: It will take upto 10 working days to refund partial or complete amount. We will communicate the status of the game at every stage.

What if buyer returns the game? 

If buyer returns the game, we will have our testing team verify if the game is working or not and then, game is returned to Seller irrespective of it’s working condition.

• If the game is not working and buyer returns the game, a full refund will be provided.
• If the game is working and buyer returns the game, a convenience fee of Rs. 300/- will be deducted during refund as service expenses.

If game is found to not work, Seller is warned about selling defective games on the platform. If the instance is repeated, Seller will be blacklisted from the platform.

Note: If there is any dispute between buyer and seller about the working condition of the game, Hanchu will be the decision making authority and our word will be final.

What if my game is damaged on the way? 

If your game is damaged during shipping, Hanchu will internally verify with the logistics team and refund the cost of the game (as listed on Hanchu).

How much time I have to test the game? 

You have 48 hours to test a game and raise a complaint if game is not working, wrong game or damaged during shipping. If no complaint is raised after 48 hours, we will assume the game is as per your requirements and initiate payment to seller.

Blacklisting:

If a seller sells non-working or wrong games twice, then he/she will be blacklisted for a period of 3 months from the platform. During this time, seller cannot sell any games on Hanchu and his/her rating will be docked to zero. This is done to protect reliable sellers on the platform and retain credibility of Hanchu.