---
title: Chargeback Policy
description: How Edgaze handles card disputes, Stripe dispute records, purchase status changes, and creator earning reversals.
source: https://www.edgaze.ai/docs/chargeback-policy
last_updated: 2026-03-15
section: legal
---
# 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.

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.

## 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

### When to contact support

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 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.

### 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](/docs/refund-policy). A chargeback is not a faster support path and may create additional payment processor consequences.

## Related Policies

- [Refund Policy](/docs/refund-policy)
- [Creator Earnings](/docs/creator-earnings)
- [Fraud and Abuse Policy](/docs/fraud-abuse-policy)