For the complete documentation index, see llms.txt
For the complete documentation index, see llms.txt
Chargebacks for creators
A chargeback happens when a fan disputes a payment through their bank or card provider. When this happens, the payment may be reversed while the dispute is reviewed.
## How chargebacks affect creators
If a fan files a chargeback on a purchase from you, the disputed amount may be deducted from your creator balance or future earnings. This can apply to memberships, messages, content purchases, tips, or other paid transactions.
## Why chargebacks happen
Common reasons include:
- The fan does not recognize the charge.
- The fan claims they did not authorize the payment.
- The fan reports an issue with the purchase.
- The fan contacts their bank instead of requesting help through Passes.
## Can chargebacks be reversed?
Chargebacks are handled by the fan’s bank or payment provider. Passes may review available transaction details, but the final decision is made through the payment dispute process.
## How to reduce chargebacks
- Make sure your membership benefits and paid offers are clear.
- Respond to fan questions when possible.
- Avoid promising content, access, or services you cannot deliver.
- Keep communication on Passes so there is a record of the transaction and related messages.
## Refund deductions
Refund deductions are separate from chargebacks. In some cases, Passes Support may approve a fan refund that results in funds being deducted from a creator’s earnings.
This can happen when the refund is related to the creator’s content, order, service, or fulfillment.
Creators can review refund deduction activity in Settings > Payment > Refunds. If you have questions about a refund deduction, check the refund details for the amount, date, and reason shown.
Refund deductions are different from chargebacks:
- Chargebacks happen when a fan disputes a payment through their bank or payment provider.
- Refund deductions happen when Passes Support processes a refund and the refunded amount is deducted from creator earnings.
## If you believe this is incorrect
If you think a chargeback was filed by mistake or need help understanding a deduction, contact Passes Support with the transaction details, fan username if available, and any relevant context.
For more information about creator payments, see [Passes Help](https://www.passes.com/help).
Still need help?
The Passes support team is here to help. Send your question to help@passes.com. 720 N Cahuenga Blvd, Los Angeles, CA 90038