EVEN answers fan questions across every module. Orders, shipping, access and payments all go to one place, with a 97% fan satisfaction rate. Your label team and your fulfillment partner never have to staff a fan inbox.

Fans email [email protected], Monday through Saturday, 9 AM to 6 PM ET. Support asks the fan for their receipt number and uses it to find the order.

Shipping updates and tracking go out by email as the order moves. A physical pre-order shows an estimated ship window on the product page, because pressing takes time, and tracking goes out as soon as the order ships. If an order looks delayed, the fan emails support with their receipt number and EVEN follows it up.

A handful of cases make up most of the volume. A fan can change their shipping address any time before the order ships. EVEN reviews damaged or wrong items one by one: the fan sends their receipt number and a photo, and EVEN works with your fulfillment team to sort it out. On refunds, all sales are final, with clear exceptions. A fan can cancel a digital pre-order for a full refund any time before release day, minus any tracks that already unlocked. Physical pre-orders vary by release, so the product page or support has the answer. EVEN resolves cases where merchandise never arrives, or where a purchase was fraudulent or charged in error. The statutory rights a fan has where they live always apply.

Support answers the fan, and your fulfillment side still does the shipping. When a case needs a parcel found, reshipped or replaced, EVEN passes it to your fulfillment team, so the fan never has to chase it themselves. If something needs attention from your side during a campaign, every campaign runs a shared thread with your EVEN team, and you can flag it there.