Refunds, disputes and chargebacks

Refund policy

Your sales page should state your refund policy. Under the terms, unless your page says otherwise, digital products can be refunded within 14 days of purchase.

How a refund is made

Buyers ask by replying to their receipt or contacting SplitPartner. Partners can’t issue refunds from their dashboards; email hello@splitpartner.com with the buyer’s email and the product, and the refund is made in Stripe. It then shows on the product page automatically.

What comes out of each share

• A refund comes back out of every partner’s share in the same percentages as the split that sale was made under. The money is taken back from each partner’s transfer.
• A partial refund takes back proportionally.
• An affiliate’s commission is canceled if it’s still in its 30-day hold, or cut for a partial refund. After it’s been paid, it may be taken back in proportion.
• A fully refunded buyer’s receipt link stops giving downloads (a download link they already opened can keep working for up to 24 hours).

Disputes and chargebacks

When a buyer asks their bank to reverse a payment, Stripe charges a dispute fee. Under the terms, chargebacks and dispute fees are shared the same way as refunds: by the split.

Preventing most of them

• Say exactly what’s included and what format it’s in.
• Make delivery foolproof. Test the link in a private window.
• Tell buyers the first step on the thank-you page.
• Answer questions quickly. Confused buyers ask for refunds; helped buyers don’t.
• Use a clear name at checkout. A buyer who doesn’t recognize the charge on their statement may dispute it.