Seller Protection and Chargebacks

Tebex Seller Protection helps you avoid financial losses from chargebacks and disputes. This guide explains how it works, when you're covered, and what to do if you receive a chargeback.

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 and 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 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. 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. 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.