A dispute happens when a customer says something went wrong with a payment they made on Selfany. This could be because they didn’t get what they paid for, the product wasn’t what they expected, or they didn’t recognize the charge at all.
Sometimes, disputes are made directly through Selfany. Other times, they go through the customer’s bank, which might lead to the payment being taken back; that’s called a chargeback (a forced refund).
Dispute & Chargeback Fees
When a dispute or chargeback is opened, a £12 fee is charged per case by our payment processor, Paystack.
Here’s a quick summary:
- Fee: £12 per dispute or chargeback
- Who charges it: Paystack
- When it applies: On every dispute, whether you win or lose
- Why: To cover processing and investigation costs
- Note: This fee is not kept by Selfany, it goes directly to Paystack..
Why Do Disputes Happen?
Customers usually open disputes for these reasons:
- They didn’t make the payment, or don’t recognize it on their bank statement.
- They never got the product or service they paid for.
- What they received wasn’t what was promised – maybe a file didn’t work, or the content didn’t match the description.
- They didn’t know they signed up for a subscription or recurring charge.
How Disputes Affect Creators and Customers
If you’re a creator:
- Disputes can put a hold on your money while we sort things out.
- If the dispute is decided in the customer’s favour, the money is returned to them.
- Too many disputes could hurt your account or delay your payouts.
- You’ll have a chance to respond and share proof (like a delivery confirmation or a message screenshot).
If you’re a customer:
- Disputes help protect you if something goes wrong.
- Before opening a dispute, it’s always best to try messaging the creator first, most issues can be fixed that way.
- Repeated disputes for no clear reason could lead to limits on your account.
If you’ve had a dispute come up, don’t worry, we’ll guide you through it. Check out our articles on How to Respond to a Dispute for help.
We’re here if you need us!