Refunds and chargebacks come straight out of reporting and payouts as they happen. Nobody reconciles them at the end of the campaign.
What is refundable
Digital sales are final, with a few clear exceptions. A fan can cancel a digital pre-order for a full refund any time before release day, though tracks that have already unlocked are not refunded. Physical pre-orders vary by release. EVEN also refunds fans whose merchandise never arrived, and fans charged fraudulently or in error. Fans also keep whatever statutory rights apply where they live.
Who handles disputes
EVEN handles every chargeback, as merchant of record. Your team never responds to card networks or puts together evidence packs. Where a claim looks genuinely fraudulent, EVEN refunds it promptly, which keeps the campaign's reported data clean.
Effect on chart reporting
A refund does not pull a sale back out of a chart reporting period that has already been submitted. Those sales stay submitted even if a release later comes down. Refunds reduce what reaches your payouts, and they leave a closed reporting week as it is.
Reducing disputes before they start
Most avoidable disputes start with a fan who does not recognize the charge. Purchases show up as EVEN on the card statement. Name EVEN in your pre-order and confirmation copy, and you will prevent a share of those disputes.
Where fans go
Fans take refund questions to EVEN at [email protected], quoting their receipt number. Those questions never land in your team's inbox.