Refunds
Why was my member refunded?
There are instances when a member receives a refund from the payment processor if the payment is deemed high risk, or sometimes if the member declared to the payment processor that the payment was fraudulent.
We may also issue a refund if the member experienced technical difficulty and was not able to access the service they paid for, or if a member was wrongfully rebilled. Our senior support staff will use their discretion based on our strict refund protocol. Rest assured our loyalty is with creators and we do everything possible to prevent refunds.
What happens to memberships when there is a refund?
If the member requested a refund directly from the payment processor without speaking with you or us first, members are immediately banned and blocked from your site and across the MMS network.
How long does it take refunds to arrive back in the member's account?
7-10 business days.
Voids
What is a void?
A void means the transaction has been cancelled before it has been processed by the bank (usually within 24 hours). Voids can happen if the purchase is deemed to be fraudulent, if there is a processing error, or if the member is issued a refund before the transaction is processed.
What happens to memberships when there is a void?
A membership with a voided transaction is expired and the member is immediately banned and blocked from your site and across the MMS network.
Chargebacks
What is a chargeback?
A chargeback is a reversal of a charge by the card issuer's bank. This usually happens if the cardholder contacts the bank and disputes the charge (usually by claiming fraud).
Do you allow chargebacks?
We do not "allow" chargebacks. We (and any other merchant) have no control over their occurrence because credit card companies automatically allow them.
How common are chargebacks?
Chargeback rates across the entire MMS network are less than .03%. These rates may differ from site to site, however, depending on your fan base and type of content.
Some of our clients have gone years without chargebacks and others receive a chargeback in their first month.
What happens in the event of a chargeback?
The member's account and IP address is blocked across the entire MMS network, and they will no longer have access to your site, or any creator's site on our network. You can see the IP block here, and the account block here.
Read more about member blocking.
Can you stop, reverse or prevent a chargeback from occurring?
Unfortunately we cannot stop a chargeback or prevent it from happening. We are at the mercy of the card holder’s bank or credit card company. We do, however, provide some protection for you (see further information below).
How far back can a member chargeback?
It depends on the card issuer. Most card issuers set a maximum of 30-90 days. However, we have seen chargebacks as far back as one year because Visa allows this for their customers.
How much do chargebacks cost me? What protection do you offer?
We offer a TOTAL of $250 per month in chargeback protection for chargeback fines and some types of content.
Chargebacks through CCBill will reduce your Chargeback Protection balance by $0.
Chargebacks through Segpay will reduce your Chargeback Protection, balance by $25 per occurrence.
What content is covered by the Chargeback Protection?
Chargeback fines are automatically covered (we pay those fines for you), but only earnings on covered content is included in the protection. Reimbursements are handled on a case-by-case basis (evidence will be required of delivery of service).
Covered content
Anything purchased from the wallet
Private shows
Custom videos or custom photo
Content not covered
Earnings from subscription fees
Sales of physical items (e.g. sex toys)
Tips