What is a chargeback?
A chargeback occurs when a buyer asks their bank or card provider to reverse a payment instead of contacting the creator or Creala directly.
Are there fees involved?
Yes. Chargebacks trigger mandatory fees applied by the payment processor (for example, Stripe).
These fees:
Are applied automatically
Cannot be avoided or removed by Creala
Are charged independently of the product price
In some cases, if the creator chooses to dispute the chargeback, additional dispute-handling fees may apply.
Who is responsible for these fees?
According to our Terms and Conditions, the Creator is responsible for all fees associated with chargebacks and disputes, including administrative and processing fees.
How do chargebacks affect payouts?
If there is an outstanding balance resulting from a chargeback or dispute:
payouts may be temporarily paused
the pending balance must be settled before payouts can resume
Outstanding amounts may be collected through:
the creator’s active subscription
direct billing
deductions from future earnings on the platform
How can I avoid chargebacks?
We recommend:
clearly describing what your product includes (and what it does not include)
responding quickly to buyer questions
resolving issues early before they escalate
In many cases, timely communication helps prevent unnecessary chargebacks.
Need help?
If you receive a chargeback-related notification and are unsure how to proceed, you can contact our support team for guidance.