Refunds, Disputes & Chargebacks ⚠️🐷

Nobody enjoys this topic. Read it anyway — ten minutes here saves you real money later. ⚠️

Chargebacks are the single biggest threat to a creator's income on any platform. Money pulled back weeks after you delivered, a fee on top, and nothing you can do about it.

We designed around that from the start.

Every transaction on Spenny Piggy automatically creates the exact evidence a dispute is decided on:

🧾 A receipted, timestamped transaction — what was bought, for how much, when
📦 A delivery record — what was sent, and the moment it landed
✍️ Your listing description — the agreed terms, captured at the point of sale
💬 On-platform communication — the conversation, in one place
🔍 Screening and monitoring — running on every payment before it ever reaches you

That's why delivery has to happen through the platform. Not to be awkward — because a creator who delivered by DM has no record, and no record means no defence. On-platform delivery means the evidence assembles itself while you're getting on with your day. 📋

We also work to stop disputes happening at all: supporter card verification, transaction screening, and pattern monitoring for repeat offenders. That's a large part of what the compliance fee funds. 🐷

What we can't do is promise you'll win every dispute. Banks make that call, not us, and anyone telling you otherwise is selling something. What we can do is make sure that when a dispute lands, you're not scrambling for proof — because it was all recorded properly the moment the sale happened.

Your job is to describe accurately and deliver through the platform. Ours is to have the receipts ready. ✅

If a refund is issued, the listed price goes back to the supporter.

⚠️ Processing costs already spent moving the payment aren't recoverable. Moving money costs money, and that cost is incurred the moment the payment goes through — refunding it doesn't un-move it.

When a refund is the right answer:

✅ Content was never delivered
✅ What arrived wasn't what was described
✅ A file is corrupted or genuinely broken
✅ A duplicate charge

When it isn't:

❌ They changed their mind after receiving it
❌ They didn't read the description
❌ They want more than they paid for

You're the merchant of record, so refunds are yours to handle.

Supporters use the refund contact flow on your profile — it reaches you with the purchase already attached, so you can see exactly what was bought and what was delivered without them having to dig out an order number.

Answer them. ⚡

That's not a nicety, it's the cheapest chargeback prevention there is. A supporter who gets a reply doesn't go to their bank. A supporter who gets silence does — and that costs you the sale, a dispute fee, and a mark against your account, whether you were right or not.

If you don't respond, they can come to us, and we'd rather they didn't have to.

Every sale automatically captures what was bought, what was delivered, when it landed, and the listing description as it stood at the point of sale.

So a claim that isn't genuine doesn't succeed. Someone who received exactly what was listed, on time, can't credibly claim otherwise — the delivery log says so.

And a claim that is genuine is obvious immediately, which means you can refund it in seconds and move on. Both outcomes are faster because nobody's arguing from memory. ✅

Use judgement. A refund on a £20 sale costs you £20. A chargeback on the same sale costs you far more. 👇

A chargeback is when a supporter goes to their bank instead of coming to you. The bank claws the money back and investigates.

What it costs you:

💸 The full transaction amount, removed from your Stripe balance immediately
💸 A dispute fee on top — charged whether you win or lose
⏳ Weeks of the money sitting in limbo
📉 A mark against your account. Enough of them and payment processing gets restricted.

A chargeback is always worse than a refund. Always. Even when you're right. 🐷

When a chargeback comes in, you get to submit evidence. What actually wins:

✅ Proof of delivery through the platform — this is the big one, and it's why off-platform delivery is banned
✅ An accurate listing description matching exactly what was sent
✅ Timestamps showing when it was delivered
✅ Your communication with the supporter, on-platform

What loses: vague descriptions, delivery by DM, and "they definitely got it."

Precise listings win disputes. Vague ones lose them. ✍️

Most chargebacks are preventable. Genuinely.

1. Describe exactly what they get. Format, quantity, length, what's included. "Exclusive content" is a dispute waiting to happen. "12-photo set, unseen, delivered instantly" is not.

2. Deliver immediately and through the platform. Every time.

3. Reply to messages. A supporter who can't reach you goes to their bank. A supporter who gets a reply usually doesn't.

4. Make cancellation easy. Never make someone fight to stop a recurring payment — that's how a cancellation becomes a chargeback.

5. Refund early when you're clearly in the wrong. Cheaper, faster, and the supporter often comes back.

6. Watch your recurring supporters. Someone quietly paying for months without engaging is a future dispute. Keep delivering, keep them aware of what they're getting.

Some people buy content and dispute it anyway. It happens on every platform.

What we do: we monitor for patterns, screen transactions, and flag repeat offenders — which is part of what the compliance fee funds. Supporter card verification exists for exactly this reason. 🛡️

What you do: deliver properly, describe accurately, keep everything on-platform. Then the evidence does the work.

If something's gone wrong, message us first. Chat bubble, bottom-right.

We can usually fix it the same day. Going to your bank takes weeks, and it hurts the creator far more than you'd expect — the money is removed immediately, they're charged a fee on top, and it counts against their account even if the dispute is later resolved in their favour.

Missing content? Check your receipt email, including spam — the download link is in there.

Want to cancel something recurring? From your account, any time, no hoops.

Genuinely wrong? Message us. We'd much rather sort it properly. 🙏

Clear listings. Fast delivery. Fewer problems. ⚠️🐷