EVEN supports fans, across every module: music access, orders, shipping, payments, chat, presales, and hotels. Fans email one place and it gets handled, with a 97% fan satisfaction rate.
What that means for your team
You aren't staffing a support queue for a release. Fan support is EVEN's from kickoff through the campaign and after it, so label and management stay focused on the rollout rather than on sign-in problems and shipping questions.
What fans actually write in about
Most questions are about access. The single most common one is a sign-in mismatch: a fan bought using email, then tries to sign in with Google or Apple and can't find their purchase. The payment is always valid, and support resolves it from the receipt. Knowing this one saves your team a lot of panic in release week.
Hours
Fans reach support at [email protected], answered Monday through Saturday, 9 AM to 6 PM ET. Release weeks carry tighter coverage, and your EVEN team confirms the commitment for your specific drop window during setup.
Escalating during release week
Use the shared thread with your EVEN team rather than the fan support address. That thread runs from kickoff through the campaign and is the fastest route to whoever needs to act.
Refunds
Digital sales are final apart from digital pre-order cancellations before release. Merchandise that never arrives and fraudulent purchases are handled case by case with proof. Chargebacks net out of reporting and payouts automatically, and they're EVEN's to fight as merchant of record.