It’s G2A Shield. In G2A’s own words:
[quote]
If the buyer does not have a Shield subscription:
The buyer reports the problem to the seller. If the seller sees that the problem resulted because of the seller’s error or fault, then the seller either refunds the buyer’s money or provides a new key – and the matter is solved instantly.
If the seller does not agree to the buyer’s complaint, the buyer writes a message to the G2A Resolution Center. The message receives a case number, and our employees (G2A.COM’s customer support team is fluent in nine languages, six of which are available 24/7, and the average wait-time is barley a few minutes) begin to investigate. Our customer support then contacts the seller, to give them a chance to clarify any doubts, and then our customer support team does everything they can to bring about a satisfactory resolution for both parties. The buyer typically receives a resolution in a matter of hours, in contrast to many other marketplaces where users sometimes must wait a few weeks to receive an answer (or never receive an answer at all).
If the buyer does have a Shield subscription:
The buyer opens and connects with live chat, which is available 24/7. The buyer does not have to contact the seller – but simply needs to describe the problem to G2A.COM’s customer support team. The buyer will most likely receive a refund during the chat which last a few minutes, and G2A.COM takes it upon itself to contact the seller and resolve the case on that end.
G2A Shied is very well-priced given the benefits it offers. This of course does not mean that we do not realize the service still requires a lot of improvement. We are constantly working on Shield and we will debut many new solutions over the coming months.[/quote]
Essentially, if you don’t have Shield, you have to wait for the key seller to make things right with you. If you have Shield, G2A will make it right with you and the compensation is between G2A and the seller on the back end.
The issue is that Shield gets added to your order automatically and you have to opt out when you go through the cart process. If you accidentally opt in, G2A makes getting out of it kind of a PITA by limiting the cancellation window to a 3-day period just before the automatic renewal goes live. They’re banking on people forgetting.
Edit: I think recently G2A changed the order opt in to a one-time instance of Shield, but that’s actually more expensive than the monthly option.