1. Overview

This policy outlines the process Selstack follows in the event of a transaction dispute or chargeback. It is designed to:

• Reduce fraud and abuse of the system.
• Ensure sellers are accountable for delivery.
• Ensure buyers receive value for their payments.
• Provide clear steps for handling disputes.

2. What Is a Chargeback?

A chargeback occurs when a buyer contacts their bank or card provider to dispute a charge made through Selstack. This can result in the reversal of the payment, even if the seller delivered the service or product.

Common reasons for chargebacks:

• Unauthorized transaction
• Product or service not received
• Product/service not as described
• Technical issues or billing errors

3. Dispute Process on Selstack

Customers are encouraged to contact the creator or Selstack Support first where practical. Nothing in this policy removes a customer's mandatory right to contact their bank, card issuer, payment provider or regulator. Selstack's support process is:

1. Customer contacts the creator or Selstack Support promptly after receiving (or failing to receive) the product or service.
2. Selstack investigates by collecting:
   • Seller's delivery proof
   • Buyer's claim and any relevant evidence
3. If unresolved, the customer may contact their bank or payment provider. Selstack may submit available evidence through the applicable processor but does not decide the outcome.

4. Refunds

Creators can issue full or partial refunds from the order page. Unless required by law, Selstack transaction, Discover and conversion fees are not refundable. A refund is deducted from funds still on hold first, then available balance. Any uncovered amount becomes an account liability and withdrawals may be paused until it is settled. Selstack does not guarantee or independently fund a creator's refund.

5. Proof of Delivery Requirements

To defend against chargebacks, sellers must maintain valid proof of delivery, which may include:

For Digital Products:

• Download/access logs
• Screenshots of product delivery or access links
• Timestamps of file uploads or unlocks
• Delivery confirmation messages

For Services:

• Screenshots of completed work
• Before/after visuals
• Chat records showing acceptance
• Submission files or links

6. Chargeback Handling

If a chargeback is initiated:

• Selstack will immediately pause the seller's payout for the disputed amount.
• Selstack will compile and submit available evidence through the applicable payment provider.
• The issuing bank will review and make the final decision.
• If the decision favors the customer, the disputed amount and applicable provider costs are the creator's liability and may be recovered from any balance or future payout.
• If the decision favors the creator, any amount actually returned by the provider is credited after provider confirmation.

7. Fraudulent Activity

Selstack has a zero-tolerance policy for fraud. If any buyer or seller is found engaging in fraudulent behavior, we reserve the right to:

• Immediately suspend or terminate their account.
• Withhold funds pending investigation.
• Report the user to payment processors and legal authorities.
• Take legal action to recover losses.

8. Preventing Disputes

For Sellers:

• Always deliver on time and communicate clearly.
• Upload all proof of delivery before requesting payout.
• Avoid vague or misleading product/service descriptions.

For Buyers:

• Only purchase from verified and rated sellers.
• Read service descriptions carefully before placing an order.
• Contact support first in case of issues before requesting a chargeback.

9. Final Notes

By using Selstack, you agree to:

• Cooperate in any dispute or chargeback investigation.
• Abide by the outcome of bank or platform investigations.
• Provide evidence when requested during a dispute.
• Remain responsible for transaction disputes, refunds, reversals, fraud claims, provider fines and recovery costs connected with your offers, including those raised after payout or account closure.

Selstack provides platform and payment-facilitation tools. The creator is the seller or service provider and is solely responsible for the offer and customer relationship. Selstack is not an escrow provider and does not warrant delivery, quality or a particular dispute outcome. The liability limitations and mandatory-rights carve-outs in the Terms of Service also apply to this policy.

Need Help?

If you're involved in a transaction dispute or need to report fraud, please contact us immediately at hello@selstack.com or via the in-app ticket center.