For refund requests: If a buyer reaches out asking for a refund, forward the request to info@subvert.fm and we'll process it. Refunds come out of your Stripe balance - meaning the original sale amount is reversed and any associated payout is adjusted accordingly. Stripe doesn't charge an additional fee for processing a refund, but the original processing fee on the sale isn't returned.
For chargebacks/disputes: A chargeback happens when a buyer disputes a charge directly through their bank or credit card company instead of asking for a refund. You'll get a notification from Stripe if this happens on one of your sales.
When that happens:
- Don't panic. Chargebacks aren't always lost causes
- Email us at info@subvert.fm right away. We'll help you put together a response with the relevant order details, download records, and any communication with the buyer
- Stripe gives a window (usually 7–21 days) to respond before the dispute is resolved automatically in the buyer's favor
To reduce the odds of chargebacks: make sure your statement descriptor (the text that shows on a buyer's bank statement) is recognizable. If a buyer sees a charge they don't recognize, they're more likely to dispute it. Subvert sets a default descriptor, but if you want to check or customize what yours says, email us.