How do refunds, returns and chargebacks work?
Use the campaign agreement and checkout model; all physical returns require partner approval.
Refunds, returns, chargebacks and their effect on settlement follow the agreement in place. The campaign’s published purchase and return policies should reflect that agreement.
EVEN checkout
EVEN handles fan payment support, refunds and chargebacks under the agreement. All physical returns must be approved by the partner before they are accepted or processed.
Shopify checkout
The partner’s Shopify store handles payments, refunds and returns. EVEN can support the fan conversation and coordinate with the partner, while the store handles its checkout responsibilities.
Digital pre-orders and physical returns
Cancellation eligibility, return windows and return-shipping costs depend on the agreement and the applicable campaign policy. Do not promise a universal pre-release refund or a standard return window across every release.
Reporting a problem
Fans should contact support@even.biz with their receipt or order number and a description of the issue. Photos help with damaged or incorrect physical items. EVEN coordinates any partner decision required.
Refunds and chargebacks are reflected in settlement according to the agreement. Chart-reporting adjustments follow the applicable reporting process; ask the EVEN team to confirm the treatment rather than assuming a refund automatically changes a published chart.
Related help
Who is the merchant of record? →
Who answers fan questions about orders and shipping? →
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