A chargeback happens when a buyer disputes a purchase with their bank and the payment gets reversed. This page explains what that means for you and your earnings, what happens if one release collects repeated claims, and the practical things you can do to keep claims rare.

What chargebacks and fraud claims are

A chargeback is a buyer asking their bank or card issuer to reverse a payment they already made. A fraud claim is a specific kind of dispute where the buyer says their card details were used without their permission. Plenty of claims are honest mistakes or genuine card fraud, so a small number across a busy release is normal and nothing to worry about.

What a chargeback does to your earnings

When a payment is reversed, the sale behind it is reversed too, so the revenue from that purchase comes back out of your earnings. Because payouts run daily, a reversal usually arrives after you have already been paid for the sale, in which case it comes off what you earn next rather than being clawed back from your bank. If the release has revenue splits, the reversal is shared out the same way the sale was.

When one release collects repeated claims

If a release accrues more than three fraudulent claims, we put it on hold temporarily so we can look into what is happening. While a release is on hold, payouts tied to it can be paused until the investigation is finished, and they resume on the normal daily cycle once it closes. If we believe a claim is fraudulent, we refund the buyer straight away, because leaving a disputed charge in place puts both your account and the platform at risk.

How to keep claims rare

Most disputes come from a buyer not recognizing a charge, or not getting what they expected. These habits head off both:

• Say exactly what a purchase includes so nobody is surprised: the music, any merch, and any exclusive content that comes with it.

• Keep your release descriptions accurate and update them whenever something changes, because a stale description is the fastest route to a dispute.

• Show the full price before checkout, including any taxes or fees, so the amount on a fan's statement matches what they thought they were paying.

• Keep sales on EVEN rather than taking payments off platform, because off platform transactions have none of the protection our checkout gives you.

• Watch your sales for unusual patterns, such as a burst of purchases from one location or on one card, and tell us as soon as something looks off.

If your release is put on hold

• Check your notifications first, because we tell you which claims triggered the hold and what we need from you.

• Go through the disputed transactions with support so we can see which ones you recognize and which you do not.

• Send us any documentation you have, including proof of delivery or messages with the buyer, since that is what we use to contest a claim.

A hold is temporary. Once we have reviewed the claims, the release goes back to selling normally and any paused payouts resume.

Need help right now?

Email support@even.biz with your artist name, the release, and the dates of the disputed purchases. Support is available Monday through Saturday, 9 AM to 6 PM ET.