Help Center

Refunds, disputes and chargebacks

How buyer disputes work, how refunds affect your balance and how chargebacks are handled.

Buyer disputes

Buyers can file a dispute within 5 days of purchase when a product is materially different from its description, does not work as advertised, contains malicious code, was charged incorrectly, or when the download is broken and you do not fix it within 72 hours. Change of mind, a similar free asset found elsewhere or a lack of technical skills are not grounds for a refund.

Studio Forward reviews each dispute and may contact you. Possible outcomes are a full refund, no refund, or a product fix: you correct the issue and publish an updated version.

During the review window

If a dispute is filed while the payment is still authorized, its automatic capture is paused. If the refund is accepted, the authorization is cancelled: nothing is charged and nothing is paid to you.

After capture

If a refund is issued, the sale amount is deducted from your Stripe balance (minus the processing fees, which Stripe generally does not return) and the commission is refunded proportionally. Make sure your Stripe balance can cover refunds; Stripe may debit your bank account otherwise.

Chargebacks

Chargebacks opened by a buyer's bank are handled on your Stripe account. Stripe notifies you and lets you submit evidence from your Stripe dashboard. Studio Forward can provide order details (purchase date, license, download history) to help you.

Dispute rate

Sellers with a high dispute rate may be subject to account review. Describe your products accurately, keep your screenshots up to date and answer buyer questions promptly.