# Seller Protection and Chargebacks

### What Is Seller Protection?

Seller Protection ensures that if a customer initiates a chargeback or payment dispute, **Tebex will defend it on your behalf**. If the dispute is lost, **you won’t lose the funds**, as long as the transaction is covered under our Seller Protection policy.

#### Key Benefits:

* Chargeback defense handled by Tebex
* No loss of funds on protected transactions
* Peace of mind with fewer manual escalations

> ⚠️ Note: Not all payments are eligible. See Eligibility Requirements.

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### What Is a Chargeback?

A **chargeback** (or dispute) occurs when a customer asks their payment provider to reverse a transaction.

* The bank investigates the request
* If approved, the payment is returned to the customer
* The merchant (you) may be charged a **dispute fee**

Tebex handles this process for eligible transactions and will notify you of any action required.

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### Why Are Chargebacks a Problem?

While Tebex shields you financially (if covered), excessive chargebacks may still result in:

* Store **suspension** or **wallet lock** (typically for 30 days)
* **Fund access restriction** while disputes are active
* Potential **loss of Seller Protection** for repeat violations

> Review the [Creator Agreement](https://www.tebex.io/terms-creator-agreement) and [Acceptable Use Policy](https://www.tebex.io/terms-acceptable-use-policy) for details.

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### Common Chargeback Reasons

| Reason                    | Description                                      |
| ------------------------- | ------------------------------------------------ |
| **Fraud**                 | Cardholder claims unauthorized use               |
| **Item not received**     | Customer says they didn’t get the item           |
| **Item not as described** | Product doesn’t match its description            |
| **Subscription issues**   | Forgotten renewals or unwanted recurring charges |

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### How to Reduce Chargebacks

Follow these best practices to minimize chargeback risk:

* **Write clear product descriptions**\
  Avoid “coming soon” features unless clearly labeled.
* **Offer responsive customer support**\
  Use a support email, web form, or Discord community channel.
* **Foster a positive community**\
  Toxic environments may prompt emotional chargebacks.
* **Escalate unresolved billing issues**\
  Refer customers to [Buyer Support](https://www.tebex.io/support-customer-form) if needed.

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### What Happens If I Get a Chargeback?

1. **Tebex investigates** and responds to the chargeback
2. **You may be contacted** for transaction details (via your support email)
3. **If covered**, you keep your earnings—even if Tebex loses the dispute

> ❗Some stores or specific packages may not be covered. Tebex will notify you if Seller Protection does not apply.

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### Eligibility Requirements

* Most standard digital goods are covered
* Packages must have verifiable delivery methods (e.g., server commands, keys)
* Transactions over **$1000 USD** are **excluded**
* Coverage may be revoked for excessive disputes

Check eligibility for any transaction in your **Payments tab**, or contact the **Payments & Compliance Team**.

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### FAQs

#### How do I know if my product is covered by Seller Protection?

Check the **Payments** section in your control panel or contact the [Payments & Compliance Team](https://www.tebex.io/support-creator-form). We’ll also notify you if protection is removed.

#### Can my store be disabled for too many chargebacks?

Yes. In extreme cases, we may **temporarily disable your store** or restrict withdrawals. Please contact us if you’re concerned.

#### Why were funds deducted from my wallet?

This may be due to clause [6.7 of the Creator Agreement](https://www.tebex.io/terms-creator-agreement). You’ll be notified if this occurs.

#### How long do chargebacks take to resolve?

Each case varies. The timeline depends on the payment provider's review process, which Tebex does not control.

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### Need Help?

If you’ve received a chargeback or have questions about your eligibility, contact: [Payments & Compliance Team](https://www.tebex.io/support-creator-form).