Chargeback Policy
How Edgaze handles card disputes, Stripe dispute records, purchase status changes, and creator earning reversals.
Overview#
A chargeback or dispute occurs when a customer challenges a payment through a bank, card issuer, or payment network. Stripe coordinates the dispute process for Edgaze payments.
What a Chargeback Is#
A chargeback or dispute occurs when a customer challenges a payment through a bank, card issuer, or payment network. Stripe coordinates the dispute process for Edgaze payments.
Contact Support First#
Customers should contact support@edgaze.ai before filing a chargeback. Many access, quality, duplicate payment, or technical issues can be resolved through support or refund review.
Abusive chargebacks#
Abusive or repeated chargebacks may result in account suspension, purchase restrictions, or fraud review.
Stripe Dispute Process#
How Edgaze handles disputes#
When Stripe notifies Edgaze of a dispute, Edgaze may mark the purchase disputed, preserve access and execution records, collect evidence, communicate with the Creator or Customer, and submit evidence through Stripe where appropriate.
Evidence Edgaze may use#
Evidence may include purchase records, product listing text, access records, execution logs, run timestamps, support messages, refund history, and account activity.
Effect on Customers#
Disputed top-ups and bundles#
When a wallet top-up is disputed, the disputed amount is removed from your wallet. If you already spent that credit, your wallet balance can go negative, and new runs are blocked until a later top-up covers the difference. When a bundle is disputed, its unused runs are revoked. If Edgaze wins the dispute and the original payment stands, the reversed wallet amount or bundle runs are restored.
Effect on Creators#
Earnings reversals#
Disputes can delay or reverse Creator earnings. If a dispute is lost, Edgaze may mark the purchase refunded and mark related Creator earnings refunded or cancelled. If the Creator net amount was previously added to available balance, Edgaze may deduct it or apply a future adjustment. For legacy unlock purchases, a lost dispute reverses the Creator's earnings from that sale and deducts the net amount if it was already in the Creator's available balance.
Elevated dispute rates#
Creators with elevated dispute rates may face payout holds, product review, delisting, account restrictions, or termination.
Fraudulent or Abusive Disputes#
Edgaze may contest disputes that appear fraudulent, abusive, duplicative, or inconsistent with access records. Edgaze may also restrict accounts involved in suspicious purchasing, refund, or dispute patterns.
Relationship to Refunds#
Refund requests are handled under the Refund Policy. A chargeback is not a faster support path and may create additional payment processor consequences.
Related Policies#
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