Refunds and chargebacks net out of reporting and payouts automatically, as they happen, rather than arriving as a reconciliation at the end of the campaign.
What is refundable
Digital sales are final, with clear exceptions. A fan can cancel a digital pre-order for a full refund any time before release day, not counting tracks that already unlocked. Physical pre-orders vary by release. EVEN also makes it right when merchandise never arrives, or when a purchase was fraudulent or charged in error. Statutory rights where the fan lives always apply.
Who handles disputes
Chargebacks are EVEN's to fight as merchant of record. Your team is not responding to card networks or assembling evidence packs, and EVEN refunds promptly where a claim looks genuinely fraudulent, which keeps the campaign's reported data clean.
Effect on chart reporting
Sales already submitted for a chart reporting period are not withdrawn, even if a release later comes down. Refunds affect what reaches your payouts rather than retroactively rewriting a reporting week.
Reducing disputes before they start
Most avoidable disputes come from a fan not recognizing a charge. Purchases appear as EVEN on the card statement, so saying that plainly in your pre-order and confirmation copy heads off a category of dispute that was never really about the product.
Where fans go
Fans raise refund questions with EVEN at [email protected] using their receipt number, so these never land in your team's inbox.