Disputes
If something went wrong with a charge, ask us first. If you do go to your bank, we never argue with it.
A dispute is when you ask your bank, rather than us, to take back a charge. You can always do that, and we never argue with your bank. But asking us first is faster for you, and there is nearly always a button or a person who can simply hand the money back.
How it works
First, ask us.
- Before the content is published, once you've been charged, your receipt has "Ask for a refund". Press it and a person will sort it out.
- After the content is published, your receipt has a refund button for 7 days, until the creator's payout comes due.
- After the creator has been paid, there's no button, because we can't take the money back from them. Send us a message instead, and we still cover it.
Older bids that put a pending hold on the card keep their refund button for 30 days after the bid.
If you go to your bank anyway:
- Your bank may ask us about a card charge first. We answer by refunding you in full, wherever our payment processor lets us.
- Your bank may ask for proof that a bank debit was authorised. We answer with your authorisation, the box you ticked when you bid, not a refund.
- Your bank may open a formal dispute. The bank settles it. While it's open we can't refund you separately. Your receipt says so, and there's nothing more you need to do.
Why it works this way
Why we'd rather you asked us. A refund from us reaches you sooner and takes one press. A dispute goes through your bank's process and its timeline, and we would far rather simply hand the money back.
Why we never contest. If you felt strongly enough to call your bank, arguing with you through it won't make you a happier customer. We'd rather lose the charge.
Why a card question is answered with a refund. When a bank only asks about a card charge, refunding you in full settles it at once, before it becomes a formal dispute.
Why a bank debit's question is answered differently. For a bank debit, your bank is asking whether you authorised it, and we answer with the authorisation you gave. Refunding on top of that could pay you back twice.
Why we can't refund during a formal dispute. Once the bank has opened one, the money is in the bank's hands, and our payment processor won't take a separate refund while it's open.
What can go wrong
- You don't recognise a charge. It shows on your statement as SHOUTORBIT followed by the creator's handle. See what is this charge before calling your bank.
- A card's bank warns us a charge may be fraud. We may refund that charge in full, and its bid comes off the Orbit.
- Your bank returns a bank payment unpaid, for example for insufficient funds. That's an unpaid winning bid, which counts as a strike, and that bank account can't be used for new bids.
- Disputes keep coming from one account. A pattern of disputes or refund abuse may close the account.