What is a chargeback?
Chargebacks are a standard part of how online payments work, and every platform and business that processes payments deals with them.
A chargeback is different from a refund. A refund is issued by Fanvue, whereas a chargeback is initiated by the fan through their bank. The bank cancels the payment and returns the money to the fan, and the amount is reversed from your earnings.
What does Fanvue do about it?
We take chargebacks seriously and work behind the scenes to protect your earnings. Fans who file chargebacks are automatically banned from Fanvue and may lose access to purchased content. We do this to protect you and other creators from it happening again.
How does a chargeback affect my earnings?
When a chargeback is filed, the payment amount is reversed and deducted from your earnings. You'll see this on your earnings page as a line item labelled "Chargeback from @username" with the date and amount.
As you continue earning, your balance will recover.
Are chargebacks normal?
Yes, the occasional chargeback is a normal part of business and not a reflection of you or your content.
That said, your chargeback rate does matter. Like all platforms that process payments, we’re required to monitor chargeback rates. If your rate stays elevated relative to your earnings, we may need to temporarily restrict your payouts to give your account time to stabilise. Once it does, payouts will resume.
How to protect your earnings
Respond to fans who reach out. If a fan has a concern about a purchase, resolving it directly can prevent them from going to their bank instead.
Be upfront about paid content. Make sure fans know what they're getting with pay-per-view content. Misleading practices can lead to disputes.
Report suspicious activity. If a fan's behaviour seems unusual like subscribing and immediately buying large amounts of content, flag it to support. Early reporting helps us investigate and take action before it affects your earnings.
Your earnings aren't lost, they're recovering. Chargebacks can temporarily reduce your balance, but every new earning brings it back. Keep creating, keep earning, and payouts will resume once things stabilise.
Need help?
If you have questions about your earnings, our support team is here to help you at [email protected]
For full details, please refer to our Terms & Conditions.