Who supports fans during a campaign?
EVEN handles fan support and coordinates the decisions required from your team or fulfillment partner.
EVEN handles fan support across music access, orders, payments, chat, presales and hotel bookings. Fans can email support@even.biz Monday through Saturday, 6 AM to 9 PM ET. EVEN’s confirmed fan satisfaction score is 97%.
Your team’s role
EVEN manages the fan conversation, while your team supplies decisions or fulfillment information when required. All physical returns need partner approval. Payment, refund and shipping responsibilities follow the checkout model and agreement.
Content access
The artist and team decide content access. Give EVEN the approved access window and communicate changes clearly so support can explain the correct offer to fans.
Escalating a campaign issue
Artist teams should use the shared campaign thread for urgent issues. Other STUDIO team requests can go through the support form or studio@even.biz. Additional release-window coverage follows the agreed campaign arrangements.
Related help
How do refunds, returns and chargebacks work? →
What are EVEN’s support hours? →
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